• Job Description

  Req#: 5324

  Dentons US LLP is currently recruiting for an Application Support Analyst that can be resident in any of our North America offices. This is a highly skilled technical position within the Support Services team of a multinational-office law firm, which leads the application support efforts for US & Canada. The Application Support Analyst will be responsible for maintenance and support of these applications across various environments. This position will report directly to the Application Support Lead.

  The ideal candidate will have advanced knowledge of Microsoft Windows, Microsoft Office, iManage DeskSite and Work 10 Client, BigHand Create (or comparable template solution), Workshare, DocXtools, Nuance PowerPDF and familiarity with Active Directory, Group Policy and AppSense. The ideal candidate will also possess solid customer service and communication skills and the ability to handle multiple duties and responsibilities in a fast-paced, high stress operations environment and perform occasional off-hours work, including maintenance and on-call rotations.

  Responsibilities

  • Serve as subject matter expert on desktop applications, with primary focus on the Microsoft Office Suite and related integrated applications.
  • Support end user applications.
  • Perform and/or coordinate UAT for new or upgraded applications.
  • Research new applications or alternatives when required.
  • Actively monitor escalated tickets and follow proper incident, problem and request management processes.
  • Assume ownership of level 2 support and troubleshoot to analyze, resolve and document all reported incidents.
  • Utilize IT best practices for root cause analysis.
  • Proactively identify issues and undertake appropriate action to avoid/resolve service interruptions once issues are identified.
  • Assist in defining business needs and evaluating the business relevance and requirements of applications and upgrades under consideration.
  • Serve as a resource for application-specific development requests and address special application requests from various legal practice areas.
  • Collaborate with other team members and groups within IT.
  • Create and maintain comprehensive documentation for defined applications.
  • Create and maintain knowledge base articles.
  • Conduct training for knowledge transfer to peers.
  • Recommend changes in procedures and processes to leadership team when appropriate.
  • Relay end-user feedback on issues and initiatives that impact customers, and ensure that the "voice of the customer" is heard.
  • Other duties as assigned to fully meet the requirements of the position.

  Experience & Qualifications

  • 5+ years of industry experience in application support of Microsoft Office Suite, iManage DeskSite, BigHand Create, Workshare or similar software programs.
  • 5+ years of general IT experience.
  • In-depth technical knowledge of Microsoft Windows operating systems;
  • In-depth technical knowledge of Mac OSX.
  • Familiarity with Citrix XenApp and XenDesktop.
  • Excellent written and verbal communication skills with an ability to effectively communicate with individuals at all levels.
  • Able to interact positively at all levels within the firm and be a good team player.
  • Able to work effectively with minimal supervision and to contribute within a highly collaborative, virtual team environment
  • Able to demonstrate excellent client/customer facing skills.
  • Strong problem solving and analytical skills; can clearly explain and present problems and issues to others and contribute to their resolution.
  • High level of critical and logical thinking, analysis, and/or reasoning to identify underlying principles, reasons, or facts.
  • Able to exercise tact and diplomacy in an organizational setting.
  • Methodical approach to work, with a strong focus on organization, accuracy and quality.
  • Understands the need for documentation and well-defined procedures.
  • Able to work under pressure to tight project deadlines and can adapt to differing demands, with the ability to multi-task and prioritise assigned workload to meet deadlines.
  • Can demonstrate confidence and resilience to overcome obstacles to deliver what is required.
  • Able to adapt to and absorb new ideas and concepts.
  • Can demonstrate initiative and the ability to be proactive, while also being able to follow instructions and provide support to IT Management.
  • Prior law firm experience preferred.
  • Professional in outlook, attitude and appearance.

  Dentons offers a competitive salary and benefits package.

  Dentons US LLP is an Equal Opportunity Employer of Individuals with Disabilities and Protected Veterans. We are an Affirmative Action Employer. Pursuant to local ordinances, we will consider for employment qualified applicants with arrest and conviction records.

  About Dentons

  Across over 80 countries, Dentons helps you grow, protect, operate and finance your organization by providing uniquely global and deeply local legal solutions. Polycentric, purpose-driven and committed to inclusion, diversity, equity and sustainability, we focus on what matters most to you. www.dentons.com

• About the company

  Dentons is the largest multinational law firm. 9B gross revenue by Global 200 ranking in the fiscal year 2021.

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