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Tech Stack
Tools & technologiesAzureITSM
About the role
Key responsibilities & impact- Provide Tier 2 support for document management platforms (Laserfiche and/or iManage), resolving incidents escalated from Tier 1 and owning issues through to closure
- Troubleshoot across platform, integrations, client components, authentication, permissions, and downstream dependencies (e.g., storage, search/indexing, email, Office integrations)
- Participate in major incident response, providing technical leadership, structured diagnosis, and clear stakeholder updates
- Contribute to root cause analysis (RCA) for recurring or high-impact incidents and drive corrective and preventative actions
- Administer and maintain platform configuration including:
- Repositories/workspaces, document types, metadata, templates
- Filing structures, retention settings (where applicable)
- Search/index settings, performance configuration, and capacity management
- Support platform upgrades, patches, and vendor releases (impact assessment, coordination, post-release verification)
- Implement, test, and validate configuration changes aligned to change management processes
- Assist with access reviews, audits, and controls evidence (logging, traceability, change records)
- Where applicable, support workflow automation and routing (e.g., approvals, records routing, notifications)
- Coordinate with internal engineering teams and vendors to resolve integration defects and implement enhancements
- Assist in maintaining system documentation and operational evidence supporting internal and external audit needs
- Create and maintain runbooks, support guides, configuration documentation, and standard operating procedures (SOPs)
- Build knowledge articles to improve Tier 1 resolution rates and reduce repeat incidents
- Identify recurring failure patterns and implement improvements to reduce incident volume and improve stability
- Improve monitoring and alerting for platform health (services, indexing, storage, capacity, integration endpoints)
- Drive operational maturity: standard changes, automation of routine tasks, measurable service reporting
Requirements
What you’ll need- Demonstrated hands-on experience administering and supporting Laserfiche and/or iManage in a production environment is a requirement
- Strong understanding of document management concepts:
- Metadata and classification
- Search/indexing and retrieval
- Permissions/RBAC models
- Records/retention concepts
- Experience supporting end-user and business workflows on document platforms
- Strong troubleshooting skills across:
- Authentication/SSO and directory services (e.g., AD/Azure AD/Entra ID concepts)
- Windows Server services and application stacks
- Web applications, APIs/integrations, and client components
- Monitoring/logging and incident diagnostics
- Experience with ITSM processes (incident, problem, change) and working to SLAs
- Typically 5+ 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 communicator with the ability to explain 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
- flexible work schedules
- annual leave
- tuition reimbursement
- referral bonuses
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
LaserficheiManagedocument managementmetadatasearch/indexingpermissionsauthenticationWindows ServerAPIsITSM
Soft Skills
troubleshootingownership mindsetclear communicationdocumentation disciplineattention to detailprioritizationtechnical leadershipstakeholder updatescollaborationincident response
Certifications
ITIL FoundationLaserfiche certificationiManage certificationMicrosoft fundamentals certification