The Application Support Analyst provides 1st, 2nd and/or 3rd level support to clients (principally law firms and the in-house legal departments of Fortune 500 corporations) using proprietary software solutions as well as third-party software applications. Additionally, the Application Support Analyst assists in supporting several proprietary chapter 11 applications. Support of applications is also provided internally to associates from several departments including Client Services, Litigation Support, Software Engineering & QA, Production Services and Information Technology.
Identify, analyze and resolve technical issues, from external clients and internal associates. Partner with internal associates (e.g., application engineers, database administrators, software engineers and quality assurance analysts) to assist in problem resolution. Document issues and work with other functional groups to develop updated processes and workarounds. This is a highly technical, client-facing role that requires superior customer service skills. This is not a Desktop Support role.