job summary:
We're sourcing an experienced iManage contractor who will primarily serve as an incident triage and escalation resource. We're looking for strong iManage administration experience, solid communication and troubleshooting skills, and someone who can collaborate across the team and potentially identify and drive operational enhancements. Microsoft 365 experience is expected, while Remedy/BMC Helix experience is a plus.
location: MAYFIELD VILLAGE, Ohio
job type: Contract
salary: $44.33 - 55.33 per hour
work hours: 9am to 5pm
education: Bachelors
responsibilities:
- Triage iManage incidents and serve as an escalation point for BSE2 resources requiring additional support.
- Assess incidents to determine whether the issue is consultative, previously known, can be resolved directly, or requires further escalation.
- Provide hands-on incident resolution support during higher-volume periods as needed.
- Identify operational enhancements that improve the user experience and overall support processes.
- Drive enhancements through delivery, which may include preparing changes to vendor admin configurations that are there (no coding or scripting), testing, coordinating release activities, and supporting implementation.
- Educate and provide guidance to other resources who need assistance with incident resolution or system enhancements.
qualifications:
- 5+ years' experience in End-User System Support
- 2 years' experience with iManage Work 10 as administration/support, preferably within an operational or production-support environment.
- Proficiency with Microsoft 365
- Strong incident triage, troubleshooting, and escalation experience.
- Experience with change control and the delivery of operational or system enhancements.
- Ability to identify opportunities for improvement, recommend solutions, and drive enhancements through implementation.
- Experience leading, mentoring, or serving as an escalation resource for a service desk or incident-resolution team.
KNOWLEDGE, SKILLS AND EXPERIENCE:
Bachelor's Degree in a business related discipline with at least 5-7 years of systems experience. In lieu of a degree, must have 8 years related work experience in a technical role.
Advanced knowledge of vendor and/or internally developed systems including system interfaces, user functionality and various system environments.
skills:
Microsoft 365,Ability to communicate effectively,Soft skills,troubleshooting,work through problems,problem-solving skills,Collaboration,administration,change control,System Support,incident triage,Incident-management,legal terminology,litigation,mentoring,Strong collaboration skills,investigation,testing,Triage,service desk,User Support,user experience
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
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