Enterprise Applications Specialist

The Enterprise Applications Specialist supports the firm’s enterprise application portfolio and helps employees use technology effectively. The role provides day-to-day application administration and support, serves as an escalation point for application issues, assists with the creation of application configurations, testing and rollouts, and creates practical documentation and training.

• Provide day-to-day administration of the firm’s cloud-based application suite, including application configurations, user settings, permissions, workflows, templates, and changes.
• Assist with the evaluation, testing, configuration, and deployment of new applications, features, updates, and integrations.
• Monitor application notifications, known issues, service availability, and release information.
• Serve as the applications escalation point of contact, investigate application incidents, and identify practical solutions.
• Document resolutions and recurring issues to applications.
• Coordinate user acceptance testing, launch communications, training, and gather feedback after rollouts.
• Develop role-based training plans and materials for new applications, major updates, and recurring user needs.
• Deliver instructor-led, virtual, and one-on-one training for employees with different levels of technical experience.
• Create and maintain user guides, quick reference materials, frequently asked questions, knowledge base articles, standard operating procedures, and support runbooks.
• Train service desk and IT support staff on application features, common issues, troubleshooting steps, and escalation procedures.
• Review application-related tickets and user feedback to identify recurring issues, knowledge gaps, and opportunities to improve support or training.
• Work with business stakeholders to understand needs and recommend practical improvements to application use and related processes.
• Follow firm security, privacy, records management, and change management requirements when supporting or configuring applications.
• Support access management activities, including coordination of user permissions, security groups, single sign-on, multi-factor authentication, and provisioning or deprovisioning workflows.
• Partner with infrastructure and security team members on application integrations, access issues, testing, risk remediation, and incident response.
• Open and manage vendor support cases, provide requested diagnostic information, track progress, test proposed solutions, and confirm resolution.
• Assist application owners with vendor reviews, licensing information, renewal planning, and other administrative activities as requested.

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent experience, is required.
• 3+ years of experience supporting enterprise applications in a cloud or SaaS environment.
• Experience in a legal or professional services environment is a plus.
• Hands-on experience with Azure Active Directory, SSO, and identity/access management.
• Experience creating clear user documentation and delivering technology training to individuals or groups.
• Strong customer service, communication, facilitation, and interpersonal skills, including the ability to explain technical concepts to nontechnical users.
• Strong understanding of application security principles and compliance frameworks.
• Familiarity with common law firm applications (e.g. iManage, Egnyte, Aderant, Intapp, Net Documents, or similar).
• Exceptional documentation and organizational skills, with a proven ability to manage multiple priorities and work effectively across teams and vendors.
• Excellent troubleshooting, documentation, and communication skills.
• Ability to work…