Escalations Analyst

LEAP Legal Software, Inc.; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Gym membership

Wellbeing day

Social events

Learning & development

Job summary

LEAP Legal Software, Inc. in Sydney seeks a skilled IT support professional to join LEAP Dev and provide third-level support for local regions. You will work closely with second-level teams, escalate accurately, and help drive high-quality incident resolution.

You will own incidents end-to-end, troubleshoot live client environments, coordinate with third-party providers, and assist in testing during releases, all within a collaborative, growth-oriented software house.

Qualifications

• Proven technical troubleshooting in IT support roles.
• Experience in ITSM environments with incident escalation.
• Familiarity with Intune and modern management tools.
• Solid understanding of LEAP/JIRA/Salesforce is a plus.

Responsibilities

• Troubleshoot live client environments, identifying issues promptly.
• Collect complete facts of incidents prior to escalation.
• Prioritise incidents according to severity and scope.
• Communicate with 3rd party software providers to resolve issues.
• Assist in testing core components during releases.
• Provide advanced troubleshooting guidance to regional teams.
• Ensure regular updates to client-facing teams on incidents.
• Communicate priority changes back to LEAP Dev teams.
• Identify helpdesk trends to aid escalation analysis.

Skills

Technical Troubleshooting

ITSM Experience

Intune Experience

JIRA

Salesforce

Prioritisation

Tools

Intune

JIRA

Salesforce

Job description

About LEAP Dev

LEAP Dev is the “Software House” powering LEAP Legal Software, the leading provider of Legal PracticeManagementSolutions in the world.We’repart of ATI Global – one of the largest internationalLegalTechcompanies. For more than 30 years, our curiosity and commitment to continual improvementhavekept us reimagining productivity tools for lawyers and their staff to support our guiding purpose, to ‘Help lawyers who help people’. The market leading softwarethatwedevelopand support is used by more than78,000 lawyersand supportstaffatsmall and medium-sized law firms.

Working alongside our team of passionate high achievers,you’lljoin a fast-growing technology business where things seldom stay the same for long. With more than 1000 smart, caring and ambitious ‘LEAPsters’ working together across Australia, Canada, the United States, the United Kingdom,the Republic of Ireland,Polandand New Zealand,you’llfind yourself in good company here.

Whatyou’lldo

You will be responsible for providing Third Level support to product and operations teams for your local LEAP Legal Software region or vertical. You will be working closely with Second Level helpdesk teams, providing high level technical support and guidance, and ensuring that any tickets that need to be escalated to LEAP Dev are done inan accurateandtimelymanner.Thisis arolethatwill give you the responsibility,ownershipand freedom to express your inner innovation and help you continue your career path within an amazing software house.

To make this happen, you will:

• Troubleshoot live client environments, quicklyidentifyingproduct, client data, or environmental issues.

• Collect the complete facts of an incident prior to escalation.

• Prioritise incidents according to severity and scope.

• Communicate with 3rd party software providers to resolve incidents/conflicts where necessary

• Assistin the testing of core components during release.

• Provide advanced troubleshootingexpertiseand guidance to regional Second Level teams.

• Ensure that all relevant client facing teams are provided regular updates on outstanding Incident and Client Incidents.

• Communicate any changes in priority back to LEAP Dev teams for outstanding Incidents and Client Incidents.

• Identifyany helpdesk trends, communicating as much information as necessary for other Escalations Analysts and Developers to pinpoint the causes of issues and resolve them

Whatyou’llbring

• Strong and proven Technical Troubleshooting skills

• Experience working in an ITSM environment, with exposure to Intune.

• Strong prioritisation skills

• In-depth product knowledge of LEAP,JIRAand Salesforce

• Strong understanding of various technical environments

You are the type of person who

LEAP is an inclusive, people-first company committed to breaking down institutional barriers that keep people from reaching their potential. If you meet some, but not all the requirements above, we encourage you to still submit your application.

Why join LEAP Dev?

• We build and develop a market leading, “Legal Tech” product, with offices in Australia, New Zealand, United States, Canada, UnitedKingdomandthe Republic of Ireland.
• We are committed to innovation and global expansion of our products and are constantly utilisingnew technologiesto better our client experience.
• Our hybrid work environment offers the best of both worlds, whether you prefer to be in the office or work from home you have the flexibility to work however suits you and your team.
• We encourage our employees to have a voice and to collaborate with each other to work on technical solutions, of course we have company visions and goals, but we want you to help us achieve these!
• We will invest our time and money in you to help develop your career. Open discussions and reviews will help us understand your career aspirations,maybe it’sa new AWS certification you are after or an internal move to a new area, we will support you and your goals
• As a LEAP Dev employee, you will receive a competitive salary, paid learning and development opportunities, free platinum gym membership,anadditionalpaid wellbeing day, social events, lunch-time sports teams (volleyball, netball,futsal, and basketball)and MUCH MORE!

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