Application Specialist

Description

Job Summary:

Role And Responsibilities

• Application Support: Provide first call resolution support for hosted eDiscovery applications including Relativity, Brainspace, 4iG, and supporting infrastructure resources. Address complex technical issues in collaboration with Application and System Engineers.
• Ticket Resolutions: Responding to customer submitted tickets, working tickets through resolution, regularly updating tickets with status, following ticket hand-off procedures, and escalating tickets to senior team members when required.
• Application Monitoring: Monitor performance and availability of hosted eDiscovery applications and supporting infrastructure.
• SQL Scripting: Execute SQL or PowerShell scripts for application support, system management or report generation.
• Request Fulfillment: Provision new databases, user accounts, access requests, expand storage resources, and fulfill other customer requests as needed following documented procedures.
• Data Migrations: Assist customers with migrating workspaces and databases from 3rd party environments into hosted application instances following established processes.
• Customer Onboarding: Assist with new partner or customer onboarding as required.
• Software Installation: Installation of software on servers or virtual desktop environments as required following standard processes and procedures.
• Documentation: Create and maintain comprehensive documentation such as FAQs, Knowledge Base articles, troubleshooting guides, and SOPs.
• Flexible Role Adaptation: Adapt to various assigned duties in evolving technology scenarios.
• Alerts and On-Call Rotation: Respond to critical alerts during the working day, and after hours per published on-call rotation schedule.
  

Requirements

Minimum Qualifications and Education Requirements:

• Certifications: CompTia A+, Microsoft, or equivalent experience.
• Education: Bachelor's degree in IT, or equivalent experience in a related field.
• Experience: Minimum of 3 years in IT or eDiscovery.
• Technical Skills:
• Working knowledge of web-based applications
• Working knowledge of Microsoft SQL or relational databases.
• Working knowledge of SQL and PowerShell scripting.
• Working knowledge of major server operating systems including Windows Server editions and Linux distributions.
  

Preferred Requirements

• Certifications: ITIL v3 or ITIL v4 Foundations certification. Relativity Certified Administrator.
• Application Support: Proficiency with eDiscovery applications such as Relativity, Brainspace, Reveal, NUIX, LAW.
  

Job Requirements

• Practical understanding of information technology concepts, protocols, industry best practices, and ITIL processes.
• Excellent problem-solving skills with keen attention to detail
• Ability to work under minimal supervision and your initiative.
• Ability to collaborate with other teams across multiple time zones and geographies.
• Occasionally, working evenings or weekends as required for scheduled or emergency maintenance.
  

About The Business