Senior IT Systems Analyst

Key Responsibilities:

• Provide day-to-day hands-on support. Deliver end-to-end support following IT service management procedures.
• Identify and implement improvement opportunities.
• Monitor Service Desk interactions and escalations.
• Maintain IT asset inventories and records.
• Produce and maintain technical documentation.
• Manage third-party support and service vendors.
• Perform L1 and L2 technical support via phone, remote connection, and deskside visits.

Skills and Knowledge:

• Minimum three years of experience in legal IT.
• Experience in incident, request, major incident, and problem management.
• Proficiency with ITSM tools, reporting, and monitoring.
• Experience leading small improvement projects.
• Solid technical knowledge of Windows 10, Teams, Active Directory/Azure AD, Exchange, Intune, and Microsoft Office 365. Knowledge of remote working technologies and video conferencing systems.
• Experience with legal industry applications like iManage, BigHand, Aderant, Intapp, Workshare, InterAction, and Template Management systems.

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