iManage Work 10 Administrator

Job Title: iManage System Administrator

Duration: 6 months (possibility of extension/FTE)

Location: 100% Remote

Schedule

· Estimated duration: 6 months

· Days: Mon-Fri

· Hours: 8 hours a day; neutral on start and timeframe, but they MUST work 9AM-3PM EST

· OT Not Expected

Top must-have skills (what technology/software do they need)

• 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.

Soft skills

• Strong collaboration skills with a no-ego, team-first approach.

• Willingness to share knowledge and work through problems together.

• Comfortable asking questions when they don't fully understand something rather than making assumptions.

• Strong troubleshooting and problem-solving skills.

• Ability to communicate effectively with professional end users, particularly individuals working in a legal environment.

Day to day 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.

End-User Support Volume

• The House Counsel organization currently supports approximately 1,700 end users (legal professionals), with that population expected to grow to approximately 1,900 by the end of the year.

• The BSC III will typically handle fewer than 10 tickets per week. However, these are escalated issues, so they can require more investigation

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support. Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/. Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.