DMS Administrator

An excellent opportunity to join a global professional services firm as a DMS (Document Management System) Administrator. The purpose of this role is to help manage and support DMS used by staff. The role focuses on providing exceptional support across the application suite, ensuring incidents and service requests are resolved in a timely manner. Client engagement is a key part of the role and you will be expected to form good working relationships with our clients.

You will be expected to develop an in-depth knowledge of our application suite in order to be able to provide technical 3rd line support but the role does include some 1st and 2nd line support for the Service Desk. You will produce documentation and training to the Service Desk to help increase 1st/2nd Line resolutions across other applications. The role requires you to take on the ownership of applications, having responsibility for the management of upgrades, patches and deployments.

The role will include assisting in project and operational work. The role reports to the Data Services Manager.

Responsibilities

Provide 1st/2nd line support for DMS application, calls should be managed efficiently by responding within set timeframes and escalating in a timely manner.
* Provide 3rd line support on applications (Imanage, DMS application Suite) by ensuring incidents and service requests are responded to in a timely manner. Where a resolution is not immediately available, client expectations should be managed accordingly with regular contact and updates.
* Develop an in-depth knowledge of DMS application and stay abreast of developments in new technologies.
* Taking ownership and managing the software lifecycle i.e. upgrades, patches, deployments.
* Ensure that agreed standards and working practices are followed i.e. Change Management, IWC process, UAG packaging processes.
* Develop client relationships that ensure the delivery of exceptional client service.
* Document 1st/2nd Line fixes to enable IT to provide faster call resolution and help to train other staff on DMS.
* Contribute to the continuous improvement by challenging what can be improved upon and promoting efficiencies.
* Assist on IT projects.
* Actively engage in knowledge sharing within the team, IT and the business

Requirements

Knowledge and experience:
* Experience in IT industry with an in-depth knowledge of application support.
* Technical knowledge of key IT applications and systems including:
o Business Applications (IManage 9.3 Server, DMS Client 9.3.1 and 9.3.5 application)
o SQL Server 2014 and ownwards
o Kwiktag (doc solid)
o Liaise with 3rd Party support
o Knowledge of Microsoft Office 2016
* Experience of application management and application deployment.


Capabilities:
* People
* Excellent communication skills, both written and verbal with an excellent telephone manner.
* Ability to identify and analyse alternative approaches to dealing with issues and problems.
* Builds and develops excellent client relationships.
* Demonstrates commitment to the firm's values.
* Flexible to work out of hours if required

* Excellent Client Service
* Demonstrate confidence in dealing with all levels of the firm, including executive management levels.
* Demonstrate ownership and responsibility for incidents/service requests raised.
* Excellent customer service and consulting skills.