The Firm

Clyde & Co is a leading, sector-focused global law firm with 400 partners, 2000 legal
professionals and 3600 staff in over 40 offices across six continents. Its core global sectors position it at the heart of global trade and commerce: insurance, trade & commodities, energy, transport and infrastructure. With a strong emerging market focus, the firm has achieved compound average annual revenue growth of 12% over the last five years, making it one of the fastest growing law firms in the world with ambitious plans for further growth.

Our achievements were recognized in 2016, when we were awarded the accolade of Law Firm of the Year by The Lawyer. This award is one of the most sought-after in the industry as it recognises the firm that has performed most strongly on a number of measures including strong leadership and strategic vision, strong financial management and growth, talent management and workplace development and client innovation.

Our vision is to be our clients first choice for complex, multi-jurisdictional matters in our chosen sectors by investing in our core practice areas in chosen locations, serving an international client base and build a network of offices in key trading zones. Our key focus is also to become the "go to" firm in emerging markets, running ourselves professionally by attracting and developing the best people.

The Role
The Applications Support role manages the day to day operational support of the various applications with the application portfolio of Clyde & Co LLP. This includes responsibility for investigating and resolving escalated & highly problematic individual tickets, including wider ranging problem tickets. The role also includes improving functionality; ensuring overall health; enhanced monitoring to ensure all applications are performing & functioning as expected. This position participates on IT related projects to ensure that new or updated solutions are transitioned into production in a supported manner, whilst contribution to the creation of KB articles. The successful candidate for this position must have strong analytical skills and be able to own technical issues through to resolution.

Key Responsibilities

• Complex Issue Resolution
• Work with various software vendors to resolve escalated & problem tickets
• Manage and resolve escalated problem tickets.
• Manage and resolve escalated support tickets.
• Provide hands on training to Global Customer Service teams in order to skill up support teams.
• Conduct deep dive technical analysis to resolve system problems, ensuring procedures and processes are followed for system changes.
• Follow all pre-defined incident & problem management processes.
  System Maintenance, Monitoring & Administration
• Monitor applications to ensure performance, stability and functionality is as expected across the application portfolio
• Create and update relevant processes and documentation, including run books and support guides.
• Work with vendors and partners as needed to ensure system uptime and performance
• Preventative maintenance; patching; capacity & performance management, monitoring and alerting.
• Participate in on-call rotation and out of hours scheduled maintenance.
• Work within the Change Management process.

Projects & Planning

• Contribute to resource planning by providing highly accurate workload estimates to management
• Maintain knowledge of current/upcoming technology.
• Contribute to projects by ensuring smooth transition of services to production
• Provide recommendations and plans for continual service improvement and optimisations.
• Act as the subject matter expert when working with vendors, Global Customer Support and Project Teams.
• Transition and training of new services to Service Desk and other team members.
• Work with vendors and partners as needed
• Create, review and update KB articles to ensure systems are supported consistently throughout the firm
• Perform small BAU systems upgrades and replacements.
• Input and periodically review IT Disaster Recovery plans, ensuring they are documented, updated and assist with testing of DR/BCP plans.

Communication

• Communication of issues and updates to other teams and management.
• Ensure knowledge is shared and systems are supported globally.

Experience and Skills Required

• Works mostly independently with minimal supervision. Determines own approach to assigned tasks of moderate complexity.
• Exercises considerable latitude and technical judgment in deciding work methods.
• Able to effectively train and lead other team members on small team projects. Able to give effective presentations and write convincing proposals/reports for team consumption.
• Can creatively troubleshoot problems and identify/isolate contributors within areas of technology in order to think through problem solving.
• Experienced with a number of systems. SME in at least one area or system. Working knowledge of a number of other areas of specialization.
• Identifies technology options for possible solutions. Can run/direct POCs to evaluate technologies, document results, and make recommendations.
• 3 - 8 years of experience required
• Experience with 3+ technologies, SME with at least 2+ technologies, and certified in 2+ of the following:
  • Active Directory (and Azure AD)
  • Windows Servers OS
  • SQL DBA & SQL Scripting
  • Troubleshooting & pattern analysis
  • MS Office Apps & Integrations
  • HR systems
  • Marketing systems
  • Mobile & Web Applications
  • Document Management
  • Document Automation
  • Matter Management Systems
  • Records Management Systems
• Experience running already implemented systems or applications, including the following cloud based systems: SaaS, PaaS, IaaS

Education

Bachelor's Degree in Computer Science, Information Technology, or related degree and/or 3-10+ years of related experience

Clyde & Co shifted to virtual work for the majority of our lawyers and business services team with the global outbreak of Covid-19. This precaution was taken to help protect our people, clients and communities. It is likely that this role will start virtually while the firm continues to evaluate the situation.

Clyde & Co US LLP is committed to protecting the health and well-being of our employees and partners, their families, and members of our community against COVID-19. Accordingly, we require all partners and employees based in the United States to be fully vaccinated against COVID-19 to enter the Firm's office, unless they have been granted a reasonable accommodation based on documented medical or religious grounds. Offers of employment will be conditioned upon applicants presenting proof of full COVID-19 vaccination unless exempted by the firm based on medical or religious grounds.

-Principals Only-

We offer a rewarding work environment that supports professional growth and opportunities. We value diversity in our work place and it is the policy of the Firm to recruit, hire, promote, reassign, compensate and train highly qualified persons without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin, age, disability or any other basis protected by applicable law.

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