Senior Financial App Support Analyst

Kilpatrick, a large international law firm, is seeking a Senior Financial Applications Support Analyst for our Information Technology Department in our Atlanta office, working remotely. This position will be part of our team of attorneys, paralegals and support staff providing a high level of service to both internal and external clients. At Kilpatrick we are one team where each person plays an integral role in serving the needs of our clients.

The firm has a strong dedication to its employees, values, diversity and inclusion initiatives and commitment to the community.

The Sr. Financial Applications Support Analyst provides high level support and maintains documentation of financial software applications. This position is responsible for customer support involving direct contact with clients and vendors and serves as the Subject Matter Expert for firm supported applications and highly complex systems. This position works on various concurrent projects which progress at a pace driven by the firm’s business objectives.

ESSENTIAL JOB FUNCTIONS:

• Responsible for problem resolution at a 3rd tier level using the tracking methods used at Kilpatrick Townsend to keep clients and management updated on the status and progress of the resolution.
• Provides advanced user support and problem resolution for 3rd level application issues, including coordinating and working with vendors when necessary.
• Ensures client satisfaction by providing timely and thorough service for client requests and problems by using analytical skills and proven problem resolutions.
• Escalates problems, as appropriate, to ensure management awareness of severe problems.
• Acts as a Subject Matter Expert (SME) on Elite Financial System and the Elite Database Structure. Responsibilities include setting up timekeeper records, user access, printers and their profiles, extend events, client and matter codes, user defined fields, user defined validation lists, billing rate changes, help with pre-cost load files in addition to creating new pre-cost upload 4gls. Also assist in day-to-day Elite Issues like identifying problems with Batch Finalization, Adhoc Reporting using SSRS and Excel Tools.
  
  Manage Elite Enterprise/Webview Application Servers running multiple database instances, management of Elite Document Studio Servers including troubleshooting minor Proforma, Bill, and Whitehill Template issues.
• Proactively monitors tickets to pinpoint those that are possible targets for future problems.
• Collaborates with Developers, DBA and business departments for custom reporting needs.
• Stays abreast of latest legal software development by monitoring vendor and industry bulletins for any known vulnerability and bug fixes.
• Provides dependable and consistent on-call support as needed for back-up and where special expertise is required.
• Functions as a solid team member of Application Support, including cross training for knowledge transfer within the applications team and lower support tiers. Demonstrates insight on different job functions to assist with problem resolutions, provide back-up for coverage and assist others with skill development.
• Provides technical guidance to other support teams in the IT Department, including the Service Desk and Desktop Support. Demonstrates expertise in all applications that the team is required to support and maintains currency of knowledge with emerging technologies.
• Creates and maintains documentation and standards including all pertinent IT Service Catalog entries.
• Participates as an active team member on upgrades, projects and special implementations to include inter-dependency with other systems, tracking and reporting on specific assigned tasks.
• Participates on projects for new software implementation and upgrades.
• Participates in development and management of software requests and updates.
• Provides quality assurance testing for compatibility issues and continuity of knowledge base and SOP documentations.
• Provides and enforces guidelines related to system access and development for vendors.
• Performs other miscellaneous duties as assigned.

KNOWLEDGE/SKILLS REQUIRED:

• Information Technology-related college degree preferred.
• Minimum of three years’ experience supporting Elite 3E, Elite Enterprise or Aderant applications in a professional services environment required.
• Experience with Intapp Time, Bill Stream, Time builder, Chrome River, Ideate a plus.
• Ability to coordinate and perform multiple tasks with all levels within the firm as well as with clients/vendors.
• Ability to organize and prioritize to ensure the smooth operation of the department.
• Full awareness of and willingness to abide by Firm’s policies and embrace Firm values.
• Ability to adapt schedule to changing workload requirements and ability to perform well under pressure with competing priorities.
• Ability to communicate effectively verbally and in writing.
• Team Player; encourages others to build strong working relationships. Fits within a fast paced, ever changing, innovative environment and…