Norton Rose Fulbright Careers

Job Description

Applications Support Analyst

Job Location

Johannesburg

Practice Group/Department

Information Technology

Role

Business Services

Job Title

Applications Support Analyst

Work Type

Full Time - Permanent

Description

Applications Support Analyst

Job description

The Team

Reporting to the Intapp Applications Lead, the Applications Support Analyst provides technical application support across the suite of Norton Rose Fulbright applications, to a large global user base. The quality of service delivery & support is key, as is a knowledge of application development and an appreciation of infrastructure design within a legal framework / architecture. Strong problem solving and a pragmatic approach will be required.

The Role

We are looking for someone who has an inquiring mind, can see the bigger picture and think outside the box. You will be assisting the Applications Lead and the Process Owner ensuring that the end to end system is fit for purpose. Tying up loose ends, finding and resolving potential issues before the business do and ensuring that everything we deliver is technically sound. Working with the Support teams, the Business Analysts, Developers and Architects, this role requires someone with a broad skillset who is willing pick up a variety of different tasks and work with the entire team.

• Has experience collaborating and working with global team members across differing time zones which can sometimes call for flexibility in working outside of regular work hours.
• To provide technical assistance to the application support team and assist with resolution of incidents and problems within an ITIL framework.
• Collaborate with the test and development teams to ensure supportable solution delivery and quality systems as they move from development into test and live
• Work as part of a team to deliver projects to improve systems manageability & supportability within the Change Management delivery process
• Work with the Applications Lead and Database Team to define reporting schema and extract data / develop reports as required
• A capacity to learn without supervision and a willingness to take on work that may be out of their comfort zone
• An ability take on development tasks as and when required and a willingness to learn and advance this skillset
• An ability to realise where possible defects exists in the system, determine and document a solution, and promote the defect resolution of those issues
• Ability to work with senior stakeholders and resolve their issues when required
• Any other reasonable duties requested by the internal team leaders

Skills and Experience Required

• Excellent English written and verbal communication skills required
• Experience of supporting and maintaining enterprise applications with a good appreciation of applications design & development including database and infrastructure technologies
• Excellent troubleshooting, problem solving and analysis skills coupled with a good understanding of ITIL support processes, being proactive with incidents, problems and change management
• Experience of supporting key technologies and critical systems within a global legal firm would be an advantage; including:

• Corporate workflow solutions including Intapp Open / Pricing / Terms / Integration Builder
• IP protection and client confidentiality systems: Intapp Wallbuilder or iManage SPM
• Legal PMS systems (preferably SAP)

• An understanding of integrated solutions and an ability to troubleshoot issues across multiple systems
• Ability to manipulate large amounts of data using Excel, SQL, XML and Power BI
• Some experience of Intapp Development (Workflows and Integrations) would be an advantage
• Data modelling and Data Warehouse experience would be an advantage
• High attention to detail and accuracy
• Experience of Cloud solutions (SAAS systems)
• A good understanding of the end to end process and a willingness to learn / take on applications outside of the applications under his/her remit

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