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Senior Financial Applications Support Analyst

Atlanta, GA · Legal
Senior Financial Applications Support Analyst
The Sr. Financial Applications Support Analyst provides high-level support and maintains documentation of financial software applications. This position is responsible for customer support involving direct contact with clients and vendors and serves as the Subject Matter Expert for firm-supported applications and highly complex systems. This position works on various concurrent projects which progress at a pace driven by the firm’s business objectives.

  • Works to ensure that the attorneys and staff are utilizing the firm’s core applications and practice area-specific back-office applications effectively and efficiently by performing the following functions:
  • Responsible for problem resolution at a 3rd tier level using the tracking methods used at the Firm to keep clients and management updated on the status and progress of the resolution.
  • Providing advanced user support and problem resolution for 3rd level application issues, including coordinating and working with vendors when necessary. Ensures client satisfaction by providing timely and thorough service for client requests and problems using analytical skills and proven problem resolutions.  Escalates the problems, as appropriate, to ensure management awareness of severe problems.
  • Be a Subject Matter Expert (SME) on Elite Financial System and the Elite Database Structure. Responsibilities include setting up timekeeper records, user access, printers, and their profiles, extending events, client and matter codes, user-defined fields, user-defined validation lists, billing rate changes, and helping with pre-cost load files in addition to creating new pre-cost upload 4gls. Also assist in day-to-day Elite Issues like identifying problems with Batch Finalization, and Adhoc Reporting using SSRS and Excel Tools.  Will Manage Elite Enterprise/WebView Application Servers running multiple database instances, and management of Elite Document Studio Servers including troubleshooting minor Proforma, Bill, and Whitehill Template issues.
  • Proactively monitor tickets to pinpoint those that are possible targets for future problems.
  • Collaborating with Developers, DBA, and business departments for custom reporting needs.
  • Stay abreast of the latest legal software development by monitoring vendor and industry bulletins for any known vulnerabilities and bug fixes.
  • Provide dependable and consistent on-call support as needed for backup and where special expertise is required. 
  • Functions as a solid team member of Application Support, including cross-training for knowledge transfer within the applications team and lower support tiers.  Demonstrates insight into different job functions to assist with problem resolutions, provide backup for coverage, and assist others with skill development.
  • Provides technical guidance to other support teams in the IT Department, including the Service Desk and Desktop Support.  Demonstrates expertise in all applications that the team is required to support and maintains currency of knowledge with emerging technologies.
  • Creates and maintains documentation and standards including all pertinent IT Service Catalog entries.
  • Participates as an active team member on upgrades, projects, and special implementations to include inter-dependency with other systems, tracking, and reporting on specific assigned tasks.
  • Participate in projects for new software implementation and upgrades.
  • Participates in the development and management of software requests and updates. 
  • Provides quality assurance testing for compatibility issues and continuity of knowledge base and SOP documentation.
  • Providing and enforcing guidelines related to system access and development for vendors.
  • Performs other miscellaneous duties as assigned. 
  • Information Technology-related college degree preferred.
  • A minimum of three years of experience supporting Elite 3E, Elite Enterprise, or Aderant applications in a professional services environment is required.
  • Experience with Intapp Time, ARCS, Timebuilder, Chrome River, and Ideate is a plus.
  • Ability to coordinate and perform multiple tasks with supervisors and co-workers.
  • Ability to organize and prioritize to ensure the smooth operation of the department.
  • Full awareness of and willingness to abide by the Firm’s policies and embrace Firm values.
  • Ability to adapt schedule to changing workload requirements.
  • Ability to interface with Partners, Associates, Directors, Managers, support staff, clients, and vendors.
  • Ability to communicate effectively orally and in writing.
  • Ability to perform well under pressure.
  • Works well with others; encourages others to build strong working relationships. Fits within a fast-paced, ever-changing, innovative environment and represents itself to the collective community with a professional demeanor. Respectful to other individuals working directly or indirectly with them.
  • Seeks and accepts feedback and acts on it to improve self.  Embraces change as an opportunity for improvement.
  • Friendly, respectful, courteous, responsive, and accurate. Follow up and follow through to ensure root cause resolution of client needs. Have a clear understanding of the business value of IT and proficiency in utilizing technical expertise to provide complex technical solutions to enable business through technology.
  • Strong work ethic, flexible, dependable, positive can-do attitude, and team motivator. Ability to focus and deliver tangible results, diligent in achieving associated objectives. 
  • Intelligent and creative in identifying potential solutions and options; think “outside the box”.
  • Ask the right questions. Speaks up. Collaborates with others. 

To Apply: Please email your resume to: cfleck@chelsearecruiters.com

Craig Fleck
Vice President
Chelsea Search Group
1777 Laurelwood Way
Oceanside, CA 92056

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