Job Summary
DAILY RESPONSIBILITIES
Implementation
- Technically implement iManage and Co-flo software
- Quality assurance on implemented solutions
- Technical consultation to the projects team and client
- Documentation of technical solutions and documentation for implementations
- Implement annual upgrades on environments
Helpdesk Support
- Provide 2nd line iManage and Co-Flo support to customers
- Manage tickets assigned in the Support System to ensure timeous responses
- Lodge unresolved concerns with iManage and follow up till resolution
- Follow up with customers to ensure issue has been resolved
- Work closely with the management of the business to ensure swift escalation of client issues where appropriate
- Research and identify solutions to client technical problems
Teaming and Communication Skills
- Work in a team
- Communicate Successfully
- Recognise when to ask for assistance
- Deliver Progress Updates
- Participate in scrum meetings
- Providing feedback to projects on tasks
COMPETENCIES REQUIRED
- Analytical and Critical Thinking Ability: Ability to gather sufficient data to understand a problem, to look at a situation from different perspectives, to be able to break a problem into smaller components, and to look for underlying causes or thinks through the consequences of different courses of action
- Relationship and Alliance Building Skills / Social Intelligence: Ability to skilfully use interpersonal- and networking skills in order to develop a sound relationship / alliance and cooperate with key stakeholders inside / outside the organisation and maintain such a relationship over time towards the achievement of objectives. Navigating complex social and political situations effectively
- Verbal, Non- Verbal and Written Communication Skills: Ability to effectively interact with individual / group, using appropriate verbal-, non-verbal- or written communication on the required level, and sending out / receiving a clear message in the intended way
- Conflict Management Skills: Ability to directly interact with affected parties applying interpersonal skills, in order to defuse anger, identify the root cause of the disagreement between two parties and to effectively resolve it in a constructive way to promote future co-operation
- Achievement Orientation and Initiative: To be results oriented, to take action without direction of others and without being monitored, to concentrate / focus on the task at hand, to display the necessary effort during a particular task, and to follow through energetically and with determination in order to improve performance and achieve success
- Time Management: To effectively plan / schedule, coordinate and execute own program and work in accordance with business priorities
REQUIREMENTS
- 8 - 10 years’ experience
- Basic Java coding (advantageous)
- Diploma / Degree
- Azure knowledge (advantageous)
- Proven ability of networking concepts and configuration, with the ability to troubleshoot the system, connectivity issues
- A working knowledge of SQL database technologies
Should you wish to apply for this position, please email your latest CV and motivation to carla@abcworldwide.com
