Systems Administrator (Service Management Platform)
March 29, 2018
Full Time - Experienced
Information Technology (IT), Operations
Come and shine with the stars of LeClairRyan! Since its inception, LeClairRyan has grown exponentially and is now home to over 300 attorneys with offices in 16 states and the District of Columbia. LeClairRyan is currently seeking a Systems Administrator who will contribute to overall success and help secure the bright future of the Firm.
LeClairRyan is an equal opportunity employer committed to diversity in the workplace.
LeClairRyan was started in Richmond, Virginia in 1988 and we maintain a presence in the heart of downtown Richmond today. Occupying the top 2 floors of the ‘SunTrust’ building at 919 East Main Street, this location offer expansive views of the State Capitol, the James River, and the Richmond Skyline. Approximately 45 attorneys sit in the downtown location along with over 40 professioanl support staff. LeClairRyan teams in Richmond represent clients in a myriad of practice areas in both Corporate and Litigation matters and maintain LeClairRyan’s high standards of client service and legal practice.
LeClairRyan’s Information Technology team consists of approximately 15 professional staff who provide onsite and remote support to LeClairRyan employees nationwide. As LeClairRyan has expanded, the team has focused on development, improvement, and implementation of the Firm’s technological resources. With LeClairRyan’s dedication to innovation, our Information Technology department will continue to be a vital part of our continued success.
The Systems Administrator (Service Management Platform) provides administration and support of the Firm’s service management platform, of which the core is currently incident management. Maintains and enhances the existing configured modules and assists in the implementation of new modules, features and functionality. Supports business operations by maintaining, operating, and providing complete ownership and administration of the Cherwell Service Management Platform, its integration and use.
Responsibilities of the role include but are not limited to the following:
Performs daily support functions, administration and maintenance of the Firm’s service management platform.
Actively participates with other members of the team in support of the incident management process.
Facilitates and supports the rollout of new modules and enhancements for the service management platform.
Works with third party vendors and process owners to develop and implement workflows in the Cherwell and administer modules including but not limited to Incident, Asset, Change Management, Procurement, and Service Catalog, and CMDB.
Manages the timing of, and assures that Cherwell is updated and new releases include documentation, UAT, and implementation.
Creates/configures and maintains service catalog items, forms, workflows, interfaces, rules, UI policies, actions, and notifications, pages, etc.
Documents processes and maintain related knowledge base articles.
Follows established change management process and protocols for deployment of updates sets, implements new change management processes as they are rolled out.
Assists in training, or acts as trainer of other staff members in Cherwell administration. Act as escalation point for issues of a difficult nature and mentor other team members.
Provides coordination and support for the management of incident workflow, subsequent follow ups and closures.
Acts as Firm wide training resource for Cherwell, and proactively engages operational departments in the Firm ensuring widespread adoption of the platform
Makes proactive recommendations for improvements, and works with the vendor and technical staff to implement.
Maintains a working knowledge of the technical applications and functions needed to support users in the enterprise.
Evaluates documented resolutions and analyze trends for ways to prevent future problems.
Proactively assess business needs and makes recommendations for system improvements.
Attends regular Cherwell development courses to maintain needed level of proficiency to satisfy business requirements.
Works with developers to identify areas of expansion in Cherwell and manages tasks to ensure development is successful.
Works effectively with the PMO on Cherwell and other related projects.
Works collaboratively in tandem with other applications and technology resources to ensure cross knowledge transfer within IT.
Performs other duties as assigned.
Minimum two years prior progressive administrator experience with service management platform. Certified System Administrator or other service management platform certifications strongly preferred.
Degree in Computer Science, Business Administration or related field required.
Analytical and problem-solving abilities required.
Must be positive, adaptable, and a team player.
Excellent verbal, written, and interpersonal skills.
Ability to train and develop training materials upon request.
Self-motivated, organized, and detail oriented.
Strong documentation skills.
Must be able to develop and maintain a high level of understanding of department processes, user policies and effective troubleshooting.
Understanding of ITIL and ITSM.
Familiarity with DevOps/Agile process for task flow completion a plus.
Internal Number: 858-277
About LeClairRyan PLLC
As a trusted advisor, LeClairRyan provides business counsel and client representation in corporate law and litigation. In this role, the firm applies its knowledge, insight and skill to help clients achieve their business objectives while managing and minimizing their legal risks, difficulties and expenses. With offices in California, Connecticut, Delaware, Florida, Georgia, Illinois, Maryland, Massachusetts, Michigan, New Jersey, New York, Pennsylvania, Rhode Island, Texas, Virginia and Washington, D.C., the firm has approximately 325 attorneys representing a wide variety of clients throughout the nation.