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Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Provide Tier 2 support for Laserfiche and/or iManage, resolving escalated incidents through closure
- Troubleshoot platform, integrations, client components, authentication, permissions, storage, search/indexing, email, and Office integrations
- Participate in major incident response with technical leadership, structured diagnosis, and stakeholder updates
- Contribute to root cause analysis and drive corrective and preventative actions
- Administer repositories/workspaces, document types, metadata, templates, filing structures, retention settings, search/index settings, performance configuration, and capacity management
- Support platform upgrades, patches, and vendor releases, including impact assessment, coordination, and post-release verification
- Implement, test, and validate configuration changes through change management processes
- Assist with access reviews, audits, and controls evidence
- Support workflow automation and routing where applicable
- Coordinate with internal engineering teams and vendors on integration defects and enhancements
- Maintain system documentation and operational evidence for audit needs
- Create runbooks, support guides, configuration documentation, and SOPs
- Build knowledge articles to improve Tier 1 resolution rates and reduce repeat incidents
- Identify recurring failure patterns and implement stability improvements
- Improve monitoring and alerting for platform health
- Drive operational maturity through standard changes, routine-task automation, and measurable service reporting
Requirements
What you’ll need- Demonstrated hands-on experience administering and supporting Laserfiche and/or iManage in a production environment
- Strong understanding of document management concepts, including metadata and classification, search/indexing and retrieval, permissions/RBAC models, and records/retention concepts
- Experience supporting end-user and business workflows on document platforms
- Strong troubleshooting skills across authentication/SSO and directory services, Windows Server services and application stacks, web applications, APIs/integrations, client components, monitoring/logging, and incident diagnostics
- Experience with ITSM processes (incident, problem, change) and working to SLAs
- Typically 3+ years in systems engineering, application support, or platform administration
- Experience in a regulated or compliance-focused environment is preferred
- Strong ownership mindset and ability to drive issues to resolution
- Clear communication skills, including explaining technical topics to non-technical audiences
- Excellent documentation discipline and attention to detail
- Comfortable working across time zones and coordinating with global teams and vendors
- Ability to prioritise effectively in a high-volume operational environment
- Bachelor’s degree in IT, Computer Science, or equivalent practical experience
- ITIL Foundation or equivalent service management experience
- Vendor training/certification for Laserfiche and/or iManage preferred, if available
- Microsoft/Security fundamentals certifications are a plus
Benefits
Comp & perks- Annual success-sharing bonuses or commission plans based on individual performance
- Annual leave
- Tuition reimbursement
- Referral bonuses
- Competitive and comprehensive benefits package
- Hybrid or remote work schedules as business needs allow and in alignment with local regulations
- Support and necessary resources for colleagues with disabilities