IT SQL administrator / Case Management System Support Analyst

Title: IT SQL administrator / Case Management System Support Analyst

Department/Location: IT

Responsible to: IT Applications Team Leader

Responsibilities: The primary responsibility of this role is to manage, maintain and provide support for the firm’s legal application databases and case management system.

PRINCIPAL DUTIES
1 Operations
Ownership, management and proactive & reactive support for the firm’s databases and case management system. Preparation and implementation of operational processes and procedures, to be operated by the Applications Support team and other support teams as required by the IT Applications Support Team Leader.
• Ensure databases that underpin legal applications are operating at their optimum in all ways, i.e. response, performance, capacity, availability.
• Ensuring all application related operational procedures are properly planned and documented for the IT Applications, IT Helpdesk, IT Desktop and IT Systems and Networks teams.
• Updating the IT Helpdesk Knowledge base and documentation with solutions, workarounds and best practice advice.
• Developing and performing routine tasks, particularly relating to integrations and bespoke software relating to the case management system and other applications within the remit of the IT Applications Support team.
• Maintaining user accounts, user and system configurations and access controls in accordance with documented processes and procedures where this cannot reasonably be done by other teams i.e. Extranets.

2 Projects
Working under the direction of the IT Applications Support Team Leader as part of projects to implement new applications and upgrades and changes to existing systems.
• Development and testing of new applications and upgrades and major changes to existing applications and assisting suppliers with the same.
• Assisting in the planning and implementation of the first and second-line support services for new and changed applications.
• Operational handover in the form of the Service Introduction process.

3 Service Delivery
Delivery of a courteous, effective and timely support service to other members of the IT Department and end-users as may be necessary.
• Second/third-line support for key legal applications including the firm’s case management system and other applications within the remit of the IT Applications Support team.
• Regularly reviewing and updating incidents assigned or escalated to the IT Applications Support team.
• Diagnose and resolve faults, queries and requests assigned to the IT Applications Support Team.
• Developing workarounds and fixes for recurring incidents as part of the problem management process.
• Delegating incidents to the appropriate supplier if the IT Department cannot resolve them in a timely or satisfactory manner.
• Ensuring that incidents are resolved in a timely manner in accordance with the published service levels, including incidents that are delegated to suppliers.
• Escalating incidents to the IT Applications Support Team Leader where they are not progressing in a timely or satisfactory manner.
• Assisting the IT Applications Team Leader to deal with complaints and escalated problems and to resolve them in a prompt and satisfactory manner.
• Advising the IT Applications Support Team Leader of any technical or resource issues that may impact on the department’s ability to meet the published Service Levels.

4 IT Training
Assisting in the development of the IT Training for the firm’s staff, ensuring each individual is able to make effective use of the systems and applications appropriate to their role.
• Assisting the IT Training Team to plan training requirement arising from projects and major application upgrades.
• Transferring application and process knowledge to the IT Training Team in order that they may prepare training materials.

5 Procurement and Supplier Management
Working under the direction of the IT Applications Support Team Leader to specify application requirements in conjunction with the firm’s IT Department and operational teams, consultants and suppliers.
• Applications Roadmap – managing and recommending upgrades
• Managing applications suppliers to ensure they meet their contractual obligations.
• Ensuring that suppliers carry out their contractual obligations in a satisfactory manner and that they meet agreed quality and service standards.
• Escalating issues with suppliers where projects are not progressing in a timely or satisfactory manner.
• Reporting on supplier progress against plan to the Project Management Team.
• Preparing test plans, testing and assessing supplier deliverables to ensure that they meet agreed quality and service standards.

PERSON SPECIFICATION
This role would suit a hands-on SQL administrator as part of an in-house support team in a medium/large firm. We are seeking both breadth of knowledge across a range of applications, and depth of knowledge in specific areas such as improving and tuning database performance, release processes and data migrations.
Experience
• Database administration for Microsoft SQL Server 2008, 2012
• Experience of monitoring, managing and administering SQL database particularly those that underpin case management systems.
• Experience of identifying and explaining opportunities to improve performance, response and capacity of applications particularly around database performance.
Desirable
• Experience of working in a Legal environment.
• Experience of Autonomy (formerly Interwoven iManage Worksite/FileSite), versions 8.2 and 8.5.
Personal Attributes
• Methodical, structured, high level of accuracy and excellent attention to detail.
• Flexible and adaptable to deal with changing requirements, able to balance competing priorities.
• Ability to work as part of the larger IT team, willing to learn and to share knowledge and best practice.
• Ability to work with end users to identify and resolve issues that the other IT teams cannot.
• Ability to self-organise and prioritise.