Overall responsibility for the day-to-day service provision, administration and support activities related to WilmerHale Discovery Solutions (WHDS) technology operations. Responsible for provisioning WHDS technology services based on standard operating procedures and specifications provided by other WHDS team members. Performs application and user administration for all WHDS technology solutions. Provides tier 2 support incident analysis and assignment. Provides tier 3 technical support on all WHDS technology solutions. Participates in application functional integration, updating, configuration, support (troubleshooting and tier 3 support), design and technical documentation for these assigned applications.
PRINCIPAL DUTIES AND RESPONSIBILITIES*
Performs database creation and database modifications.
Performs security group creation and grants user access.
Performs modifications to categories, coding fields and coding panes.
Generates and modifies load files.
Troubleshoots and resolves database, production, and data issues.
Assists with loading and publishing data to Recommind databases.
Generates reports to support work performed at each step of ESI processing workflow.
Performs assessment and triage of incidents escalated to WHDS. Makes determination of nature of incident and resolved, escalates, or assigns incident to appropriate WHDS role for resolution (e.g. functional, substantive legal or technical). Responsible for resolution or escalation of assigned incidents within defined WHDS service level agreements commitments.
Responsible for hands-on application development.
Acts as Technical Reference User for assigned applications, frequently working with Business Reference User(s) to understand how applications are used at the firm.
Performs application deployments, upgrades and patch planning.
Assists with resolution of escalated incidents and participates in problem management activities. Assumes ownership of level 3 support and troubleshooting of assigned applications.
Designs, configures, codes, and documents business systems and assigned application software.
Complies with all WHDS Technology Standard Operating Procedures (SOPs) and completes all related documentation.
Follows all applicable Firm and Department policies and protocols.
Supports the firm's Information Security program by understanding and following the, following all related procedures and completing all required information security training in a complete and timely manner.
Contributes to the Firm's Service Excellence initiative to consistently improve its image internally and externally. Displays professionalism, quality service and a "can do" attitude to internal members/departments of the Firm as well as external clients and vendors via electronic and print correspondence, over the telephone and in-person.
Participates in special projects and performs other duties as assigned.
Experience with large scale enterprise analytic or transactional systems. (e.g. enterprise search, ERP, eDiscovery, business analytics).
Experience with eDiscovery systems (DISCO, Recommind Axcelerate, Autonomy Introspect, LexisNexis Concordance, Documatrix, Ringtail, etc.).
Knowledge of fundamental legal information system requirements.
Excellent working knowledge of Microsoft OS-based systems. Good knowledge of Microsoft networking concepts and common infrastructure.
Good knowledge of server hardware, storage and other infrastructure, browser-based applications, and server utilities.
Troubleshooting experience with web-based applications in an enterprise environment.
Experience supporting a 24x7 production environment.
Ability to work effectively with both users and technical staff in team-oriented environments.
Good oral and written communication skills and interpersonal skills including the ability to effectively communicate technical information to both technical and non-technical personnel.
Ability to work successfully and independently in an atmosphere where meeting or exceeding client expectations and service level agreements is paramount despite challenges of, shifting priorities, and deadline pressures.
Knowledge of ITIL processes a plus.
Good understanding of data warehousing technologies and patterns desirable.
Strong SQL skills, the ability to write complex, efficient queries against extremely large data sets is highly desirable.
Bachelors' Degree in Computer Science, Information Systems, or other related field or equivalent work experience
2-3 years' experience in serviced oriented operation with documented service level agreements and commitment to operational excellence.
2-3 years' experience in web-based application implementation, administration and support, with exposure in one or more areas of the above-mentioned areas of technology.
2-3 years' experience working in a Windows OS environment including some exposure to programming languages and relational databases.
1-2 years' experience using LAW and/or other E-Discovery processing tools preferred.
Upon joining the firm new hires will go through our onboarding program and be paired with a staff mentor to help them acclimate to the firm. Additionally, there will be opportunities for new employees to take advantage of training and development, public service, and diversity and inclusion programs.
WilmerHale is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.
Miamisburg, Ohio, United States
Equal Opportunity Employer/Females/Minorities/Veterans/Disability