Job Details

IT Applications Specialist, Relativity Infrastructure (VENDOR)

ANYWHERE, United States
  • Employment Type: Direct Hire
This role is for a Relativity infrastructure fanatic! Our client, a top tier legal discovery and managed services provider, is seeking an IT Applications Specialist. This role is responsible for application support, systems administration, and the engineering of Software as a Service (SaaS) platforms and associated Infrastructure as a Service (IaaS) deployments. The IT Applications Specialist is directly responsible for maintaining and supporting e-discovery applications (Relativity server, RelOne, Ipro, Brainspace, Nuix, etc.) from both front-end and backend. This position will work closely with SQL Database Administrators, IT Support Specialists, software providers, technical teams, and the project management team to help resolve escalated platform/application issues and provide technical guidance as it relates to workspace management and infrastructure performance. The successful candidate will be comfortable with frequent phone, email, and ticketing system interaction along with in-depth product and systems knowledge and the highest level of customer service. Resumes to [email protected].

Responsibilities:
  • Plans, executes, monitors, and controls the deployment of e-discovery application instances (Relativity, Ipro, Brainspace, Nuix, etc.)
  • Oversees and performs the process of application upgrades along with post-upgrade validation
  • Delivers a great customer experience while triaging incoming incidents and requests, using all available communication channels
  • Partners with IT Support, Infrastructure, and Project Management team members as needed to troubleshoot and resolve customer incidents and requests
  • Develops an expertise in e-discovery products and services and the initiative to take an active role in sharing this knowledge with customers
  • Maintains the flexibility to contribute to on-call rotations and/or out-of-band maintenance as needed or requested
  • Collaborates closely with team members in all worldwide locations to provide extended global support hours
  • Demonstrates initiative to learn new skills, such as SQL applications and tools to run basic SQL queries
  • Reviews current processes and workflows with the objective of discovering how they can be improved or automated
  • Provides support 24/7/365 for any troubleshooting or corrective actions related to incidents impacting application availability within the production environments
  • Supports in the creation and maintenance of documentation for all processes to ensure they are kept evergreen
  • Provides support for the testing of new and existing software applications under development
  • Troubleshoots applications and environments as problems arise, test fixes, and performs follow-ups to ensure problems have been adequately resolved
  • Identifies, documents, automates, and engineers processes for repeated tasks
  • Understands the different Relativity products and how they interact with the infrastructure components as used to troubleshoot and improve environments
  • Oversees application environments to effectively run and maintain the technology and determines the advisement of potential technology or process improvements
  • Schedules system maintenance to maximize the efficiency and effectiveness of IT or Processes
  • Designs and implements strategies to improve and automate the environment provisioning, setup, and testing processes
  • Designs, develops, and implements complex application systems and processes
  • Performs account administration on e-discovery applications
  • Serves as an escalation point for complex customer issues
  • Applies security patches and upgrades to server operating systems and e-discovery applications
  • Follows appropriate policies and procedures for creating, assigning, updating, escalating, transitioning, and closing customer incidents and requests; attention to proper detail when documenting tickets for accurate reporting and historical data
  • Participates in Scrum team meetings to solve complex challenges during planning, daily standups, code reviews, and demos
In addition to the above responsibilities, the IT Applications Specialist is expected to display professionalism in the following ways:
  • Maintains an attitude of commitment through outward display of willingness
  • Practices positive interactions; lean on encouragement in place of judgment
  • Acts in the interest of the overall team
  • Understands the needs of our customers
  • Understands our processes and how our work impacts our e-discovery applications and platforms
Qualifications:
  • Associate degree in Computer Science, Information Technology, or a related field, or equivalent experience
  • Experience supporting clients as a primary point of contact using phone and/or email
  • Exceptional customer service, written and verbal communication skills
  • Experience with Windows System Administration, MSSQL, and/or experience with troubleshooting complex technical issues
  • Experience with various e-discovery applications such as Relativity Server, Relativity One, Ipro,Brainspace, etc.
Preferred Skills:
  • Relativity Certified Administrator (RCA) or Relativity Certified Infrastructure Specialist (RCIS) certifications is preferred but not required
  • Experience with Atlassian products such as Jira Service Desk, Jira Software, Confluence, Statuspage, and Opsgenie is a plus but not required
  • Microsoft, A+, Network+, Linux+, ITIL, or any IT-related certifications is a plus but not required
  • Experience operating in an ISO certified and/or highly regulated (SSAE, PCI, HIPPA, FedRAMP, etc.) hosting operation is a plus but not required
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