Global Finance Applications Support Analyst
Dentons, Costa Rica
Job Description
INTRODUCTION
The Central Technology Support (CTS) Service provides end-to-end support for the applications delivered by Dentons transformation programs, including Finance, Risk, and Talent. This is a high impact role within the Global Application Management Team within Global Business Technology and critical to the success of the transformation programs.
WHY DENTONS
Dentons is designed to be different. We are driven to always be the firm of the future, to challenge the status quo, and to provide holistic business solutions to our clients in new and innovative ways. We are the lightbulb moments. The bold ideas. We are 21,000+ people across 80+ countries. Driven by the diverse perspectives of our people, our clients, and our communities, we combine local knowledge with global insight.
ROLE
The role of the Global Finance Applications Support Analyst is to manage the triage and resolution of support tickets. This includes ensuring the highest possible quality and standards within Dentons service level targets. As a member of the Global Application Management team within Global Business Technology , the Global Finance Applications Support Analyst will report into the Global Finance Service Delivery Manager and support the Thomson Reuters Elite 3E Practice Management System together with other Global Finance applications delivered as part of the Firmwide Finance Transformation.
Requirements
KEY RESPONSIBILITIES amp; ACCOUNTABILITIES
- Working as a proactive member of the Global Finance Systems support team within Global Application Management in Global Business Technology.
- Implementing Incident Management processes on an IT Service Management System to meet the ongoing needs of the business
- Triage tickets based on their subject matter and complexity, and when required assign to one of several technical or process specialists
- Providing technical support on Thomson Reuters 3E Practice Management system as well as other global finance applications
- Building strong working relationships with stakeholders including regional Finance Systems teams and end users
- Liaising and following up to resolution on vendor logged tickets
- Identification and setup of pro-active monitoring solutions
- Documenting support activities and contributing to the firm’s support knowledge base
- Perform support fixes which can be resolved "first time" without escalation
- Maintain global system security roles and supporting content (for example, profiles, forms, updates to notifications, workflows, alerts, templates, picklists, field labels, etc.)
- Produce regular reports, in agreed formats / data sets
- Proactively monitor service level targets and follow up with ticket owners to ensure compliance
- Help to maintain user FAQs, 'How To' guides and other support documentation
- Keep up to date in respect of applications’ evolving functionality
- Other tasks as assigned
SKILLS amp; COMPETENCIES
- Background providing a high level of customer services in a Finance IT environment
- Good working knowledge of Thomson Reuters 3E application
- 3+ year’s experience working within a technical systems support team
- Demonstrated ability to work in a support model (technical and/or business) with a proven track record following a support model covering business-critical applications, across multiple regions and timezones
- Skilled in identifying and implementing innovation and improvements in service delivery
- Excellent skills in working with business, technical teams and external vendors and developing strong stakeholder relationships
- Problem-solving mindset
- Client centric with excellent verbal and communication skills.
- Advanced Excel experience with pivot tables and graphs
- Self-motivated and able to work under limited supervision
- Highly organised, able to multi-task and meet deadlines
- May be required to be on call
EDUCATION, EXPERIENCE amp; CERTIFICATIONS
- Demonstrable experience of legal finance and practice management systems (Thomson Reuters 3E) and supporting solutions and technologies (time amp; billing)
- Be adept in responding to challenges and issues as they arise
- Be able to thrive working under pressure, and be able to multi-task
- Extensive experience of working with layers of engagement and approval
- Experienced user of MS Office Suite
- Post-secondary education with a specialization in Information Technology.
LANGUAGE CAPABILITIES/INTERNATIONAL EXPERIENCE
We are a truly global law firm and as such, always w