Enterprise Applications is responsible for application support and issue resolution for all reported Desktop Software Applications tickets and related backend application components. Enterprise Applications serves as a primary point of contact for all Firm users, Partners, and Staff, providing technical support and excellent customer service. The Enterprise Applications Engineer III has the ability to identify, research, and resolve complex technical application concerns. In addition, the Enterprise Applications Engineer III will become subject matter expert on key firm standard applications.
Essential Job Functions:
Serves as the primary EA point-of-contact for and have expertise in one or more of the following areas:
Document Production Software such as iManage, Microsoft Office, and Workshare
Finance and Marketing software such Aderant and InterAction
Practice Group Applications such as PATTSY, Compulaw and Immigration Tracker
Software Distribution Management and Framework
Remote Access and Security Software/Tools such as Citrix and VDI
Promptly respond to Level II and III problems and calls regarding any of the above.
Integrates firm standard applications such as but not limited to document comparison, metadata tools and firm templates with Microsoft Office applications.
Subject Matter expert on applications such as, but not limited to, document comparison, metadata tools, firm templates, Microsoft Office third party add-ins, and Microsoft Office applications.
Recommends firm standards on Microsoft Office settings, and third-party products such as, but not limited to, document comparison, metadata tools, and firm templates.
Advanced experience with Microsoft desktop operating systems including a working knowledge of the registry.
Provides application requirements/needs analysis, design, documentation, testing, or modification, and implementation of multifaceted computer systems and/or complex machine operating systems based on, and related to, user or system design specifications. This includes creating Change Control Requests, as necessary.
The application of systems analysis techniques and procedures, including consulting with users, to determine software or system functional specifications
The design, development, documentation, analysis, creation, testing, or modification of computer systems based on and related to user or system design specifications.
Participates in project planning activities for the firm. This includes use of project management skills of planning, organizing, securing, and managing resources to bring about the successful completion of specific project goals and objectives.
Creates, designs, and documents Standard Operating Procedures (SOP), also known as team policies, procedures, and guidelines that direct employee actions.
Continue to develop skills, knowledge, and ability to improve processes and procedures, and keep updated on trends and developments in the industry. This includes meeting annual personal development goals.
Participates in on-call rotation to provide afterhours coverage.
Qualifications and Requirements:
Strong software support skills with the following software applications including, but not limited to:
Personal computing, word processing, spreadsheet, presentation, and Windows
Document comparison and document templates
Email and faxing software
Legal Document Management Systems such as iManage
Contact Relationship Systems such as LexisNexis Interaction
Financial Systems such as Aderant
Active Directory administration
Previous experience in application lifecycle methodology (application evaluation, configuration, roll out and support).
Effective and excellent verbal, written, and interpersonal communication skills. Communication must be clear and concise.
Exceptional customer service and problem-solving skills including a high degree of patience and problem management techniques to resolve issues. Demonstrate the ability to recognize and react to situations with a sense of urgency and problem ownership with a focus on customer service.
The qualities of a self-starter – Able to identify and resolve incidents and problems without constant supervision including ability to prioritize work to balance multiple projects and deadlines.
Ability to work independently in a team environment with minimal supervision, take initiative, set priorities, follow through, and see projects through to completion.
Effective interpersonal communication and problem-solving skills
Exceptional customer service skills
A high degree of patience and problem management techniques to resolve issues
The qualities of a self-starter – Able to identify and resolve incidents and problems without constant supervision, including ability to prioritize work to balance multiple projects and deadlines.
Education and/or Experience:
BA or BS from accredited college or university strongly preferred and three to five years’ experience in assigned or related field preferred; or any equivalent combination of training, education, and experience that demonstrates the ability to perform the duties of the position. Five to ten years law firm experience is required.
About Troutman Sanders LLP
Founded in 1897, Troutman Sanders LLP is an international law firm with more than 650 attorneys practicing in 12 offices located throughout the United States. The firm’s clients range from large multinational corporations to individual entrepreneurs and reflect virtually every sector and industry. The firm’s heritage of extensive experience, exceptional responsiveness and an unwavering commitment to service has resulted in strong, long-standing relationships with clients across the globe. In recognition of the firm’s strong service culture, Troutman Sanders has been on the BTI Client Service A-Team for 13 consecutive years.
Diversity and Inclusion
Diversity is an essential part of Troutman Sanders’ culture and contributes to the firm’s success and continued expansion. The firm proudly supports many initiatives that foster an inclusive environment. Since 2008, the firm has earned the top rating of 100 percent in the Corporate Equality Index (CEI), an annual survey administered by the Human Rights Campaign Foundation.
Troutman Sanders is not only known for dedication to clients, but also for commitment to the communities in which fi...rm personnel live and work. Members of the firm are active in civic, charitable, religious, educational, professional, international, governmental and arts-related organizations. In addition, firm attorneys and paralegals devote thousands of hours to pro bono legal services each year.