Senior Enterprise Applications Engineer

Boston, MA, United States

MG+M The Law Firm (MG+M) is a nationally renowned litigation law firm with 15 offices nationwide concentrating on complex civil matters. The firm's expertise is diverse but focused in the areas of toxic tort, complex product liability, local government, general liability, and commercial litigation. We approach litigation as a unified team, integrating our efforts with those of our clients to advance their interests wherever they do business. Our goal is always to deliver optimal results at the best possible value. MG+M seeks a Senior Enterprise Applications Engineerto join our dynamic and diverse IT team in our Boston office.

This position is a key member of the enterprise systems/applications team and will be responsible for maintaining and troubleshooting the Firm’s enterprise applications and ensuing service availability. Specifically, this role is responsible for the design, enhancement, implementation, documentation, maintenance, and support of systems such as; Document Management System (iManage), Accounting/Finance (Aderant) and ancillary systems and related integrations, Milana Docketing, and SQL databases, etc. Provides hands-on operational management for the Firm’s desktop and systems applications suite. Consistently seeks ways to improve performance, protocols, and processes. Ensures technical documentation and deliverables are in accordance with Information Technology policies and procedures.

This role contributes to the success of the IT department by providing support and escalation level services, and shares responsibility for providing efficient and timely technical support to attorneys and staff as required. This senior position is also responsible for applications scripting, installation (SCCM), configuration and patch management, troubleshooting, and production support. Functions as a lead technical resource, accomplishes key initiatives through ownership and project management including the production of documentation and regular reporting, in a collaborative work environment.

RESPONSIBILITIES - Core functions:

Functions as Subject Matter Expert on multiple third-party application systems and off the shelf software platforms.

Works collaboratively with IT Infrastructure team for maintenance, integration and usability of Microsoft Office, O365, iManage/Work-10, Aderant, Chrome River, BigHand, Nuance /Kofax Power PDF, Citrix etc. as well as evaluating new platforms in support of firm administrative functions; Finance, Information Services, Operations, Human Resources and Marketing.

Troubleshoots and analyzes failures and service degradation to minimize outages and service interruptions relating Enterprise Systems. Maintains and enhances the current SCCM imaging process for the deployment of desktop solutions. Tests, deploys and QA’s updates, security software and patches conform to the firm’s security standards, usability and functionality of the firm’s application portfolio.

Architects, creates, deploys, supports and maintains standard workstation images for desktops, thin clients, laptops and virtual desktops; fully automate zero touch build process using enterprise tools and processes such as SCCM, Microsoft App-V, Group Policies and scripted customized installations and configurations

Transforms customized application suite to standardized applications profile

Produces documentation of systems and platforms, creates and documents workflow and KBs

Quickly diagnoses, troubleshoots and resolves a variety of technical issues related to Enterprise System performance at the desktop, server and network level

Responsible for system capacity management; proper licensing and rights allocations

Is aware of, and is educated proactively regarding application packaging and distribution methods in hybrid architecture

Performs root cause analysis and repair of technical issues, including assisting team members as needed

Is aware of an complies with Application Security Standards

Hands on and knowledgeable of database management principles, SQL etc.

Provides on-site technical support (Boston Office) that may involve but not limited to; installation of hardware /systems, software for end computing, network and communications systems

Identifies Reason For Outage (RFO) with supporting vendors during system failures and produces clear and concise documentation

Follows Release and Deployment methodology, product testing and integration procedures

Identifies and reports security risks to the IT Security Team recommending remediation strategies

Analyzes performance and recommends new technologies relative to the Enterprise Systems platforms.

Adheres to vendor best practices, tracks and reports tickets as needed

RESPONSIBILITIES - Other functions: Proactively develops and promotes standard operations documentation such as procedures, checklists, and instructions for IT as appropriate

Maintains, organizes and manages daily task list of ongoing performance issues and recommends steps towards resolution

Educates, and provides support to other team members on new releases of cloud technologies and best practices. Documents system architecture and make written recommendations for improvement, and maintains internal knowledge base

Effectively articulates complex ideas and technical subject matter to users and peers in a manner that is easily understandable by both technical and non-technical users

Effectively communicates utilizing both written and verbal skills, including the distribution of technology notifications and procedures as required.

Works collaboratively with tier 2 - 3+ escalation engineering team on issues requiring advanced levels of systems administration. Determines escalation eligibility quickly and accomplishes by warm hand off when possible

Proactively notifies IT Management of potential service interruptions based on performance patterns.

During outage periods, follows escalation processes to immediately notifying senior staff and management, clearly outlining the symptoms of the outage or failure

Follows and complies with IT security standards and practices

Complies with all IT Security policy and procedure including Least Privilege Access

Monitors cloud systems and infrastructure performance; recommends and implements system enhancements

Ensures that system backups are occurring on a regular schedule and assists in Disaster Recovery planning and testing

Can effectively manage the tasks responsible for multiple projects, reports status & task timings

Participates in regular IT meetings and special projects as required

Follows Project Management standards

Works in collaboration with IT team members to support deployments and projects as required

Adheres to Change Management Standards at all times

Demonstrates willingness to be flexible with work schedule, travel to MG+M offices as necessary for coverage. Works additional hours in excess of regular schedule as needed

Other duties as assigned

RESPONSIBILITIES -Technical skills / Requirements: In depth understanding of system platforms and infrastructure, including all MG+M Enterprise Systems and legal applications

Expert understanding of enterprise cloud systems interoperability, function and operational use

Hands-on, practical experience with Windows 10/11, Microsoft Office 2016, O365, Powershell, Process Automation, API Integration, and Group Policy

In depth knowledge and hands on experience with Document Management Systems; iManage Work 10 preferable

Hands on experience with Remote Access technologies; Citrix and VPN practical experience with Remote Connectivity Tools (SCCM, GTA, Dameware etc.)

PROFESSIONAL PROFILE: Minimum of 5 years of post-education IT work experience mandatory

Microsoft Certification preferred (Microsoft Server, SQL, Azure Fundamentals, Azure Administrator, Azure Architect), and other legal technology certifications a plus

Minimum of 5 years’ experience in a fast-paced, demanding IT support environment

Candidate should have experience working within a diverse, matrixed teaming environment

Experience in ITIL Release and Deployment methodologies, as well as Application Lifecycle Management

Experience with and hands on leading and managing key projects

Legal technology experience a must

Working knowledge with Microsoft Intune/SCCM and AZURE/O365 core elements: Active Directory, Federation Services, DNS, High Availability and Disaster Recovery Configurations, Mail Flow and Connectors, MS Exchange, Outlook client configuration, PowerShell, SMTP, SSL/TLS

Experienced, positive, self-motivated, directed, and highly proactive professional with strong written and verbal communication skills are a must

Strong problem solving/analytical abilities and dedication to quality customer service skills are a must

Highly accountable and takes ownership as well as willing to work within a hybrid support model following best practices

Possesses strong problem solving, analytical and troubleshooting skills; must take be able to multitask and manage tasks to multiple business priorities

Experience working independently under pressure with minimal guidance and supervision

Conveys and acknowledging differences of opinion in a positive and respectful manner

Bachelor’s Degree preferred, or practical experience requisite with position parameters

MG+M offers competitive compensation and a comprehensive benefits package including medical, dental, vision, life, disability, and 401(k).

MG+M will not discriminate in its employment practices due to an applicant’s age, race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status. We are committed to cultivating an environment that embraces and promotes diversity as a fundamental value. Minorities and women are encouraged to apply.