Imanage Systems Engineer

Profile

iManage Systems Engineer
Duties: Act as primary technical contact for all firm iManage systems and related processes not resolved by the Service Desk and escalating to Senior Systems Engineer/iManage support when appropriate. Provide assistance with Service Desk escalations, including but not limited to general issues such as document check in/checkout issues, document recovery issues, and client configuration/integration problems, escalating to the iManage Cloud Support Team when applicable. Support iManage systems including but not limited to cloud and on-premises DMS system, Threat Manager, Share, iManage Records Manager, Prosperoware (Litera) Milan (CAM). Participate in planning, testing, development and implementation of upgrades, new modules, and related applications. Provide workspace and database administration tasks, including: Daily health checks on workspace templates and provisioning rules; iManage user account management, including troubleshooting automated account creation processes, and name changes. Includes onboarding of summer/fall associates, returning personnel, etc; Perform daily health checks and monitoring of servers in all related systems; Recognize patterns in reported incidents, diagnose underlying root causes and devise timely and effective resolutions as necessary; Monitor automated daily financial document imports to ensure successful filing in iManage; and Work with multiple teams to plan, install, configure, maintain, and troubleshoot the Firm’s iManage and related systems upgrades. Support Records & Information Governance (RIG) Team with technical issues/questions related to iManage system and supporting tools. Work directly with other internal groups and firm customers to achieve firm initiatives and resolve technical issues. Maintain and improve upon overall product quality to ensure customer satisfaction with the Firm’s iManage system. Document all systems, processes, and procedures in a timely, clear, and concise manner. Proactively monitor and follow up with customers after resolution of technical issues to ensure integrity of solutions. Attend scheduled project meetings with other teams and departments as required. Participate in testing and quality checks as required. Recommend improvements to achieve greater efficiency, functionality, and customer satisfaction. Identify and act on opportunities for self-improvement. Attend webinars, seminars, and training in a variety of formats to enhance technical skills. Other projects and duties as assigned by manager, including after hours and weekends when needed.

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