Applications Support Analyst

1 month ago

Johannesburg, South Africa Norton Rose Fulbright Full time

Role

We're in search of a dynamic and driven individual to join our team as a Support Analyst. In this role, you'll have the chance to blend database administration with user support, collaborating across time zones to uphold the reliability, performance, and usability of our systems. Effective communication and relationship-building skills are vital as you'll work closely with colleagues, users, and vendors to deliver exceptional service to our clients.

Proficiency in engaging with senior stakeholders to address issues promptly and professionally is a key aspect of this role.

We're looking for an experienced analyst who values stability, a strong team culture and the opportunity to leverage their existing skills while honing new ones. Our environment prioritizes a healthy work-life balance, although occasional flexibility may be required, including working outside regular hours to ensure optimal support for our systems and user base.

If you're ready to excel in a supportive, people-focused environment and are willing to go the extra mile when needed, we encourage you to apply.

Key Responsibilities:

Collaborate with colleagues across different time zones to ensure comprehensive coverage for incident resolution across our international user base within an ITIL framework. Utilise exceptional troubleshooting, problem-solving, and analytical skills to proactively manage and resolve issues throughout the incident lifecycle. Effectively escalate incidents to vendor support and collaborate with internal and external stakeholders until resolution and fixes are implemented. Identify system defects and advocate for their resolution, collaborating closely with application teams during the development lifecycle. Monitor and maintain data processing and feeds between systems, ensuring a deep understanding of end-to-end processes and data flow. Assist in database maintenance, performance monitoring, troubleshooting, and supporting database-related tasks ( patching) under the supervision of senior DBAs. Work as part of a team to deliver projects to improve systems manageability & supportability, including taking ownership of specific tasks / work streams, within the Change Management delivery process to ensure project success. Any other reasonable duties requested by the internal team lead.

Skills and Experience Required

Bachelor's degree in computer science, Information Technology, or related field (or equivalent experience). Proven experience in a support analyst role, preferably in a global environment with a strong understanding of ITIL framework and processes (incidents, problems, and change management). Experience working in a legal firm / professional services industry and familiarity with Legal PMS systems or ERP (SAP) would be advantageous. Excellent English written and verbal communication skills are required. Hands-on experience supporting Intapp Intake and Conflicts, Wallbuilder, and Integration Builder is required. Additional experience with Intapp Integration Services (IIS/Boomi) and Intapp Cloud is a distinct advantage. Experience supporting other key technologies and critical systems within a Corporate Environment, including Document Management (iManage), Expense Management (Chrome River), e-Billing, Marketing, and Security/Confidentiality systems (Intapp Wallbuilder/iManage SPM), would be advantageous. Proven ability to work effectively with senior stakeholders. Proactive problem-solving and analytical skills, with the ability to troubleshoot issues across multiple systems. Experience supporting and maintaining enterprise applications, with a strong appreciation of applications design & development, including database (SQL), Servers/infrastructure technologies, and Integrations. Demonstrates a willingness to both mentor and be mentored, fostering a collaborative and supportive work environment. Exhibits resilience and composure in handling situations with scattered or disorganised data, maintaining a positive and solution-oriented attitude. Demonstrates a proactive attitude towards learning and adapting to new technologies across the diverse technical landscape, encompassing areas such as front-end application support, infrastructure, and development, to broaden expertise and contribute effectively to various projects and initiatives. Experience documenting KB articles and reference guides to enable st line support and junior team members to easily pick up work. Understanding of integrated solutions and a willingness to learn/take on applications outside of the applications within the scope of responsibility.

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