Senior Systems Engineer

Laserfiche experience is required for this position

Intro:

The Senior Systems Engineer is a Tier 2 support role responsible for the stability, performance, and continuous improvement of the organization’s document management platforms, with a focus on Laserfiche and iManage. The role provides deep technical troubleshooting and administration, owns platform configuration and operational runbooks, and partners with business stakeholders, security, and vendors to ensure document services meet availability, compliance, and information governance requirements. This role will additionally support business‑critical applications supporting the Global Financial Solutions (GFS) business unit. This role acts as the technical escalation point from Tier 1, provides deep application and systems expertise, and partners closely with development, infrastructure, and business stakeholders to resolve incidents, prevent recurrence, and improve service quality.

The ideal candidate combines strong technical troubleshooting skills with a service‑oriented mindset and a solid understanding of financial services operational requirements.

Some of the things you’ll be doing:

• Provide Tier 2 support for document management platforms (Laserfiche and/or iManage) and GFS applications, resolving incidents escalated from Tier 1 and owning issues through to closure

• Troubleshoot across platform, integrations, client components, authentication, permissions, and downstream dependencies (e.g., storage, search/indexing, email, Office integrations)

• Administer and maintain platform configuration including:

  • Repositories/workspaces, document types, metadata, templates
  • Filing structures, retention settings (where applicable)
  • Search/index settings, performance configuration, and capacity management

• Implement, test, and validate configuration changes aligned to change management processes

• Assist with access reviews, audits, and controls evidence (logging, traceability, change records)

• Where applicable, support workflow automation and routing (e.g., approvals, records routing, notifications)

• Act as an escalation point for application-related issues, ensuring timely resolution in line with SLAs and business priorities

• Perform root cause analysis (RCA) for recurring or high‑severity incidents and document findings and corrective actions

• Participate in major incident bridges, providing clear technical leadership and communication

• Monitor application health, performance, and availability using enterprise monitoring tools. Identify trends and proactively address potential issues before they impact the business

• Partner with infrastructure and platform teams to ensure systems are resilient, scalable, and secure

• Support application releases, patches, and configuration changes, including validation and post‑deployment monitoring

• Review and assess changes for risk and operational readiness

• Collaborate closely with GFS business users to understand application usage, pain points, and operational needs

• Translate business issues into technical analysis and actionable remediation

• Provide clear, concise communication to both technical and non‑technical stakeholders

• Create and maintain technical documentation, runbooks, and support procedures

• Contribute to knowledge articles to improve Tier 1 resolution rates and reduce incident volumes

• Identify opportunities to improve application reliability, supportability, and operational efficiency

• Support automation efforts for monitoring, alerting, and routine operational tasks

• Promote best practices in application support, security, and compliance

What technical skills, experience, and qualifications do you need?

• Proficient in Mandarin (Read, Write & Speak)

• Demonstrated hands-on experience administering and supporting Laserfiche and/or iManage in a production environment

• Strong understanding of document management concepts:

  • Metadata and classification
  • Search/indexing and retrieval
  • Permissions/RBAC models
  • Records/retention concepts

• Experience supporting end-user and business workflows on document platforms

• Strong troubleshooting skills across:

  • Authentication/SSO and directory services (e.g., AD/Azure AD/Entra ID concepts)
  • Windows Server services and application stacks
  • Web applications, APIs/integrations, and client components
  • Monitoring/logging and incident diagnostics

• Strong experience supporting enterprise applications in a production environment

• Solid understanding of:

  • Application architecture and integrations
  • Databases (SQL)
  • Operating systems (Windows)
  • APIs, batch processing, and job scheduling

• Experience with monitoring, logging, and alerting tools

• Ability to troubleshoot across application, infrastructure, and integration layers

• Typically 5+ years in application support, or a similar role

• Proven experience in a Tier 2 or Tier 3 support function

• Experience supporting systems in a financial services or regulated environment is strongly preferred

• Strong analytical and problem‑solving skills

• Calm, methodical approach when working under pressure

• Excellent written and verbal communication skills

• Ability to manage multiple priorities and incidents concurrently

• Strong sense of ownership and accountability

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent experience

• ITIL Foundation or higher

• Vendor training/certification for Laserfiche and/or iManage (preferred, if available)

• Microsoft / Security fundamentals certifications are a plus

• Relevant technical certifications (cloud, database, OS, or application platforms) are a plus