Support Analyst

As a Senior Support Analyst, you will serve as the primary point of contact for iManage installations, providing expert support to both customers and support partners. Your responsibilities will include triaging all support requests, ensuring timely resolution, and collaborating as an active member of the broader team. This role will report to the Service Delivery Manager and will involve delivering exceptional customer support across multiple communication channels.

Responsibilities:

• Serve as a Subject Matter Expert (SME) within the Support function, contributing to continuous improvement by reviewing technical support processes and documentation. Collaborate with the team to create and update relevant support materials.
• Analyze iManage incident trends to identify and resolve potential issues, keeping knowledge current in a rapidly evolving product environment.
• Participate actively in the operational delivery and User Acceptance Testing (UAT) of new projects and feature releases.
• Act as a primary escalation point for technical and managerial queries, providing hands-on support as needed for complex or high-priority customer issues.
• Develop and monitor KPI metrics and Management Reports to ensure the Service Desk operates within agreed SLA targets and meets performance standards.
• Ensure adherence to best practices and contribute to the evolution of the Support function by aligning processes with ITIL v4 standards.

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