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
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.
Complex Issue Resolution
Work with various software vendors to resolve escalated &
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
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
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
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 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
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
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
Mobile & Web Applications
Matter Management Systems
Records Management Systems
Experience running already implemented systems or applications,
including the following cloud based systems: SaaS, PaaS, IaaS
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
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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