Document Management System Support

Document Management System Support is accountable for supporting and maintaining the following areas: Documents and supporting ecosystem (including all document editors and viewers, including the Microsoft Office and Adobe suite, global templates, OSA, TCMS, Workshare Compare, Workshare Protect and DealBuilder). The remit of this team is global and extends to all aspects of 3rd line support relating to the infrastructure and services, independent of location.

The role involves:
Providing 3rd line support and maintenance in the following areas:
Microsoft Office and other document editors and viewers (e.g. Adobe).
All Office templates.
Office Suite Add-ins (OSA).
TCMS (management system for OSA).

Job Description
Role and Responsibilities
Understand the relevant technology standards and roadmaps
Works with the Team Leader to ensure effective, seamless support for end users to include:
Support of applications and infrastructure
Ensure effective hand-offs between teams
Ensure effective, reliable and efficient end to end processes (internal and external) are in place
Embed continuous improvement and leading by example
Operate within Service and Operational Level Agreements and performance reporting; and Ensure customer satisfaction levels (for example, as reported in the Customer Satisfaction Survey)are maintained and reflect business requirements
Maintain appropriate documentation (including knowledge bases containing known issues /workarounds
Diagnose all incidents/problems escalated to 3rd line support and identify root cause and actions required to maintain or improve service levels
Develop implementation plans for dealing with requests for change; evaluate risks to the integrity of the service inherent in proposed implementations; seek authority for those activities; and undertake review of effectiveness of change implementation
Take part in audits and risk assessments as directed by the Global Application and Security Manager

Strive for improvements to processes by suggesting changes in approach and use of industry best practices, typically using recognised models including ISO27001. Provide advice to management on ways of improving the effectiveness and efficiency of their control mechanisms.

Experience

Sound IT background with experience in a 3rd line role supporting a number of the technologies listed in this job description
Experience working within the professional services sector with an appreciation of the demands placed on support teams by the business
Experience of working in an ITIL environment

Qualifications

Qualifications – ideally the candidate should have the following or equivalent:
Minimum “A” level standard education or equivalent
Accreditation in relevant technologies – preferred
ITIL Foundation – preferred

For further information on this position please contact William Cranston on 02890 325325 or to view a full job description for this role, please visit www.brightwaterNI.com/allenovery