System Support Analyst
System Support Analyst
Posted on :
13-02-2025
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Job Description
System Support Analyst Parttime 3 days a week to FullTime)
Orpington
£40000 base salary (depending on experience)
Reports To: Programme Manager & Systems Director (PMSD)
Team Name: Business System Implementation & Support Team (BSIS)
Summary of Role:
Initially you will be responsible for Frontline PMS Support and PMS administration cover as well as dealing with business change requests & issues related to this system such as customisation workflow management reporting writing and development.
You will also be working primarily on two Practice Management System related projects with a view to managing and coordinating these independently in future. These are the 1) Yearly PMS Software Upgrade and 2) Ongoing PMS Data Cleansing/Housekeeping Project.
Over time you will also be responsible for other business systems support and other system change initiatives and projects as required.
Key Responsibilities:
Frontline PMS Support:
Regular daily tasks:
Practice Management System Software Upgrades e.g.:
Assisting with other projects testing development deployment installation training and support of new/existing software as required.
Candidate we are looking for:
You’ll have at least 3 years of solid expertise and knowledge of Practice Management Systems (PMS) within a legal setting and have demonstrated skills in administering training upgrading data cleaning supporting scripting and developing such systems in accordance with system business and user requirements.
You will also have at least 2 years of analyst or developer experience where you have analysed presented and queried system data coordinated designed developed built and tested software applications.
A collaborative team player you will enjoy working supporting problem solving and sharing knowledge with both users and your team members to assist in coordinating changes throughout the organisation.
Good knowledge of data management/housekeeping best practice.
Selfstarter: a naturally inquisitive person who can learn for themselves in situations where guidance isn’t always provided or possible and who is happy to take the lead on their own projects.
Demonstrates a systematic methodical and consistent approach to their analysis work whilst also capable of identifying opportunities for change and business improvement.
Skills
Strong Data Analysis skills: proficient in analysing and interpreting data to identify trends patterns and insights. Can use a variety of tools and techniques to present data effectively making it easier for users to understand complex information.
A strong communicator be able to effectively convey complex information to both technical and nontechnical audiences to all types of users.
A problem solver who can identify and analyse problems by breaking them down into smaller more manageable components highlighting any issues and risk along the way.
Excellent soft skills such as listening empathy and understanding so that they can manage expectations accordingly.
A helpful and friendly attitude to client service.
Proven experience of database query and report writing skills.
Good understanding of the difference and purpose between test and live PMS environments.
Apply online today or call the Crux team on
Orpington
£40000 base salary (depending on experience)
Reports To: Programme Manager & Systems Director (PMSD)
Team Name: Business System Implementation & Support Team (BSIS)
Summary of Role:
Initially you will be responsible for Frontline PMS Support and PMS administration cover as well as dealing with business change requests & issues related to this system such as customisation workflow management reporting writing and development.
You will also be working primarily on two Practice Management System related projects with a view to managing and coordinating these independently in future. These are the 1) Yearly PMS Software Upgrade and 2) Ongoing PMS Data Cleansing/Housekeeping Project.
Over time you will also be responsible for other business systems support and other system change initiatives and projects as required.
Key Responsibilities:
Frontline PMS Support:
Regular daily tasks:
- Investigating and resolving user issues
- Assisting with any training queries and questions
- Escalating issues to PMSD or SOS Software Support (where no solution or escalation can be found)
- Managing user expectations & monitoring critical issues.
- Attend weekly team meeting.
- Provide basic cover for PMS Administration (see * at the end of this specification for an example list of typical administration responsibilities)
- Participate in Training and Support (New starters/User Refresher ) as required e.g.
-
- PMS General Navigation
- PMS Best Practice Principles (Fee Earners vs Support Staff)
- Time Logging/Posting Time
- Partner Authorisation (for Financial Postings)
- Financial Postings TTs Posting Slips & Bills
- Risk management: matter opening
- Creating Contacts Clients and Matters
- ID/SmartSearch Process
- DocuSign Roll Out and Support
- Updating existing workflow/scripting changes & reporting
- Amending scripts and workflow for new documents eg matter opening and addition of risk management and beneficial ownership forms and related actions actions or tasks.
- Adapting the scripts to accommodate new business processes.
- Adjusting and testing any posting slip changes (eg for recent ID changes )
- Reviewing/testing scripts to see where changes are required and best placed.
- Regression testing of scripts/workflow for any new change requests.
- Removing obsolete functions from menus.
- Moving scripts from Test to Live environment taking a backup before you do.
- Updating Laserform scripts and forms with new or obsolete fields
- ODBC database learning – MS excel queries and report writing (crystal).
Practice Management System Software Upgrades e.g.:
- Review Release Notes
- Analyse Potential Risks
- Identifying any script changes asking for copies (from SOS Software Support) and testing and integrating these with our current set up.
- Identifying any IT related impacts & issues. Escalating these to PMSD for inclusion in IT review meetings
- Allocate testing of fixes within the business (with appropriate guidance)
- Regression Testing
- Fix/Bug Testing
- Financial transaction flow testing (between Connect and PM)
- Coordinate departments and users to participate in testing.
- Coordinating technical teams at SOS Software Support and IT
- Managing GoLive Dates (business IT and SOS Software Support)
- Integrating any new scripts or changed scripts to our test version of PMS test these and load to Live once validated.
- Communicating necessary changes to business and admin support
- Managing and escalating any post live issues
- Development of electronic file destruction utility in line with our specific requirements
- Testing of destruction utility to ensure it works in accordance with our requirements.
- Design and Implement the Destruction of Historic Matters Policy on our PMS and potentially at our online electronic file storage facility tbc
- Design and implementation of PMS Contact/Client Management Policy (in line with CWJ GDPR policy)
- Establish regular Data Cleansing reporting and cleaning practices.
Assisting with other projects testing development deployment installation training and support of new/existing software as required.
Candidate we are looking for:
You’ll have at least 3 years of solid expertise and knowledge of Practice Management Systems (PMS) within a legal setting and have demonstrated skills in administering training upgrading data cleaning supporting scripting and developing such systems in accordance with system business and user requirements.
You will also have at least 2 years of analyst or developer experience where you have analysed presented and queried system data coordinated designed developed built and tested software applications.
A collaborative team player you will enjoy working supporting problem solving and sharing knowledge with both users and your team members to assist in coordinating changes throughout the organisation.
Good knowledge of data management/housekeeping best practice.
Selfstarter: a naturally inquisitive person who can learn for themselves in situations where guidance isn’t always provided or possible and who is happy to take the lead on their own projects.
Demonstrates a systematic methodical and consistent approach to their analysis work whilst also capable of identifying opportunities for change and business improvement.
Skills
Strong Data Analysis skills: proficient in analysing and interpreting data to identify trends patterns and insights. Can use a variety of tools and techniques to present data effectively making it easier for users to understand complex information.
A strong communicator be able to effectively convey complex information to both technical and nontechnical audiences to all types of users.
A problem solver who can identify and analyse problems by breaking them down into smaller more manageable components highlighting any issues and risk along the way.
Excellent soft skills such as listening empathy and understanding so that they can manage expectations accordingly.
A helpful and friendly attitude to client service.
Proven experience of database query and report writing skills.
Good understanding of the difference and purpose between test and live PMS environments.
Apply online today or call the Crux team on
Employment Type
Full Time
Key Skills
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