Application Support Manager UnitedLex Corporation
THIS JOB HAS EXPIRED Job Description
The Application Support Manager will be responsible for the day to day management of support resources to insure the highest level of application support and performance is provided at all times. This Application Support Manager will oversee and triage any and all issues related to delivery of services surrounding the Relativity application ? the UnitedLex document review hosting platform, as well as other business applications as directed.
Ultimately responsible for the performance and availability of UnitedLex Relativity instances ? personally handling escalated issues when necessary.
Manage and provide appropriate training and performance appraisals for Applications Analysts responsible for supporting the Relativity document review platform as well as other business applications.
Collaborate with IT to ensure that all aspects of document hosting services are being delivered at a level that will ensure client satisfaction.
Ensure support SLAs are established and being met.
Identify recurring support activities and proactively plan solutions to prevent issues requiring support.
Creation of SQL scripting and ad hoc reporting satisfy clients special needs.
Schedule and facilitate ongoing upgrades of the Relativity application.
Responsible for insuring all aspects of departmental Change Control policies are adhered to.
Liaison with Consultants and Project Managers regarding Case Document Review design, set up, management as well as technical aspects of projects.
Effectively handle multiple projects simultaneously for self and direct reports. Actively participate in frequent project or support-related meetings.
Knowledge and application of IT resources to satisfy IT processes and Business Units needs.
Continually seek opportunities to increase customer satisfaction and strengthen client relationships.
Develop team mentality where communication, solutions and good relationships are fostered.
Provide status report to reporting manager on a weekly basis.
Maintain awareness of new and emerging technologies and recommend implementation of those technologies as deemed applicable to the delivery of world class document hosting services.
Experience and Skills
REQUIREMENTS & COMPETENCIES:
5+ years of experience in management of IT resources
5+ years of experience supporting applications based on the Microsoft SQL Server RDBMS platform
1+ year of experience managing kCura Relativity instances
Relativity Certified Administrator (RCA) strongly preferred
Detailed technical knowledge and solid hands-on experience with performance tuning and troubleshooting.
Excellent management, leadership and organizational skills.
Bachelor's degree in Information Systems, Business, or commensurate experience (Masters degree preferred).
Must demonstrate exemplary competencies in leadership and socialize the organizations mission and values statements.
Coordinate work with multi-cultural and multiple time zone teams.
Champion collaborative team approach.
Problem solving approach and identify opportunities for processes improvement.
Excellent verbal and written communication skills to deliver engaging, informative and well organized presentations.
Available for after-hours and weekend work as necessary to support application.
||Overland Park, KS |
THIS JOB HAS EXPIRED