$90,000 - $95,000

General Summary: Under the general direction of the Manager of Information Systems Support, the IS Problem Manager will help to define and manage Problem Management process.  The objective of which is to minimize the impact of problems on the organization by detecting and driving solutions (work arounds & known errors) and preventing their reoccurrence.   Principal Duties and Responsibilities (Essential Functions):

• Performs Proactive and Reactive Problem Management to identify problems in the environment
• Works with IS Support Manager and other IS Managers to identify process changes needed to support Problem ul Management program
• Set scope for (trend) analysis
• Conducts and facilitates RCA (Root Cause Analysis) of a problem working closely with resolver teams
• Troubleshoot technical issues relating to Lotus Notes, MS Office (advanced skills required, legal document experience preferred), Windows XP, iManage/Desksite, DeltaView, VPN Remote Access, Citrix, Blackberry devices, Network/local printing, hardware and other environments
• Escalates issues for resolution, to avoid reoccurrence
• Assists with the identification of the resources to which the problem should be escalated.  Conveys appropriate urgency and importance to identified personnel
• Facilitates communication with clients, team members, suppliers, etc. to ensure the actions and changes which may affect them are known.  Documents commitments and action items.
• Facilitates regular problem Management meetings with key teams and documents the results of these meetings along with commitments and actions
• Reviews all “on-hold” problems and known errors
• Reviews progress and results with clients and senior management
• Applies Information Technology Infrastructure Library (ITIL) framework knowledge

Job Specifications:

• Minimum of 5 years technical support experience in a law firm or corporate environment
• Bachelor’s Degree in Computer Science preferred
• Must have enterprise IT experience and a good working knowledge of the Microsoft Office suite
• Experience with performing and coordinating Root Cause Analysis and trend analysis
• Good working knowledge of and strong instinct for software and hardware
• Working experience or general knowledge of the ITIL framework is highly desirable
• Must be helpful, highly organized, possess excellent written communication skills, excellent verbal communication skills, strong listening skills and have a positive, customer service attitude
• Ability to work on many tasks simultaneously in a high-pressure environment
• Must possess strong influencing skills
• Ability to work well in a deadline-driven environment
• Ability to interact with individuals on all organizational levels
• Must interact well with co-workers, attorneys and clients

Full Time

NY