ILTA Career Center

Williams & Connolly LLP is currently seeking a Senior Applications Support Engineer.  This position has the primary responsibility for the administration and maintenance of various practice-specific off the shelf (COTS) application solutions both on-premise and cloud-based.   These applications include New Business Intake, Conflicts, Ethical Walls and Document Collaboration solutions.  The Senior Application Support Engineer will be responsible for installing, upgrading and troubleshooting the various on-premise and cloud-based environments. As the subject matter expert of these applications, the Senior Application Support Engineer is also responsible for third-tier support for escalations.  Additionally, the Senior Application Support Engineer will lead the implementation and design of new technology solutions. 

Duties include:

*    Provide expert technical support for practice specific technology platforms implemented at the firm.
*    Act as the system owner in order to maintain and continuously improve application functionality, performance, and security.
*    Identify and implement opportunities for improvement in efficiency by fully leveraging features and capabilities of the firm's technology platforms.  Develop workflow enhancements and process integrations as needed to support business intake requirements.
*    Provide exceptional support to end users, including support outside of normal business hours.
*    Train and mentor User Support Representatives and other members of the Conflicts team on application functionality and best practices for troubleshooting techniques.
*    Coordinate routine application upgrades and security patching in accordance with the firm's patching policy, ensuring appropriate test protocols and patch timelines are followed.  Work with various product vendors to implement and enhance applications. 
*    Work with practice groups to gather requirements and implement technology solutions.

Responsibilities include: 

*    5+ years of experience in legal technology COTS applications and information technology support.
*    Strong knowledge of Windows and Linux Ubuntu Operating Systems, SQL Server, IIS, and data workflow automation.
*    Knowledge of Microsoft Office 2019 and O365.
*    Strong knowledge of database technologies and management tools; ability to assess and create SQL scripts to analyze data.
*    Knowledge of Web Server technologies; experience with IIS required.
*    Knowledge of Integration Builder a plus.
*    Strong knowledge of IntApp Open and Terms a plus.
*    Exceptional customer service and application troubleshooting skills.
*    Ability to remain calm under pressure and manage multiple priorities in a demanding, fast-paced environment.
*    Ability to work collaborative with various teams, practice groups and vendors. 
*    Knowledge of Conflicts business processes is highly desirable.
*    Flexibility to work overtime.  The ability to lift and carry up to 25 pounds is required.