Associate - Legal System Application Support

Job Description

*Job Description Job TitleLegal System Application Support Associate / AnalystDivisionLegal and ComplianceLocationMumbaiStart DateAugust - September 2021 (ASAP)AssignmentFull TimeHiring ManagerJaikishan KalawapudiJob Description The Legal department within the Legal and Compliance Division is implementing several strategic technology systems to provide improved capabilities for the Division. To support of these new systems and provide continuing support to existing systems within Legal, the department is establishing a strategic system support model, to provide long-term and sustainable processes with an integrated operating model across the Legal department and relevant technology teams. The system support operating model comprises industry standard support levels covering the following activities:

• Level 1 first point-of-contact for users to request support and services, triage of all incoming requests, resolves issues if possible, issue escalation to the appropriate Level 2 support owners
• Level 2 first point-of-escalation for technical issues or more complex queries, typically comprised of system owners and their teams who can confirm and resolve non-technical issues
• Level 3 point-of-escalation for all issues that cannot be resolved by Levels 1 or 2, resources who can resolve technical issues or classify them as defects for future resolution

The Legal System Application Support Associate / Analyst will join the Legal System Support team and provide Level 1 support for all in-scope systems. The role will include working closely with end users, system owners, and relevant technology teams for required activities, including but not limited to resolving issues, responding to user requests for help or service, routing enhancement requests to the appropriate system owner for further investigation/resolution, assisting with system releases, and maintaining self-service help resources for users. The Associate / Analyst should be comfortable with learning new technologies and be able to communicate about those technologies with all stakeholders, including non-technical business users and technology personnel.Principal DutiesSystem support for all in-scope applications, including:

• • Executing / enhancing the ticket-based process for triaging and addressing user issues, questions, and requests for help
  • Investigating issues in partnership with Product Owners, technology teams, and end users
  • Troubleshooting user/business requests and escalating to Product Owners and technology teams as needed
  • Assisting with system operations as requested
  • Interfacing directly with global users to address day-to-day questions related to application functionality
  • Assisting with of the development and maintenance of self-service user support materials for in-scope applications
  • Assisting with system requirements elicitation and documentation
  • Assisting with system testing, including user acceptance testing and ad hoc system testing as requested
  • Managing system configurations and entitlements for in-scope applications
  • Participating in training for all releases of each application to learn new features and bug fixes
  • Assisting in communicating features and fixes to users in response to their questions and support requests
  • Processing enhancement requests per defined process, including perform quality control checks to assess data completeness/readiness for system owner review

, *Skills Required

• • Strong analytical and creative problem-solving skills; ability to generate creative alternatives to identified issues
  • Detail oriented with ability to multi-task, effectively prioritize responsibilities, and produce results
  • Interest in, or appreciation for, technology and drive to learn and understand why an application does what it does
  • Strong relationship building skills; ability to develop and foster trust-based relationships with the various business lines supported
  • Ability to interact with all levels without direct authority
  • Ability to operate independently with minimal direction
  • Excellent written and oral communication skills
• Proficiency with Microsoft PowerPoint, Excel, SharePoint, and IT systems generally

Educational Qualifications

• • Undergraduate degree 1-2 years relevant work experience in system support, business analysis, or product management

Skills Desired

• • Knowledge of ticket-based support systems and processes
  • Program/project/product management experience
  • Project / software development lifecycle knowledge and experience is preferred
  • Basic understanding of the role of each of the three levels of support in the Background above
  • Compliance and/or financial industry experience, particularly within legal frameworks and processes, such as matter management, contract management, etc.

Keyskills :
user acceptanceuser acceptance testingsoftware development life cyclelegal systemquality controlsystem supportuser supportsystem testingproblem solving