Bus Syst Consultant III

Dexian; Richmond Heights (OH); Remote; USD 65,000 - 74,000; Full time

Job summary

Dexian is seeking an iManage System Administrator for a 6-month assignment with potential extension to a full-time role. This position is 100% remote and paid hourly on a W2 basis at $47.00–$54.00.

You will triage incidents, provide hands-on resolution during high-volume periods, and drive operational enhancements in a legal environment, collaborating with House Counsel users and a service desk team. The role requires 5+ years in End-User Support and 2 years with iManage Work 10 administration,

Qualifications

• 5+ years' experience in End-User System Support.
• 2 years' experience with iManage Work 10 administration.
• Proficiency with MS 365.
• Strong incident triage, troubleshooting, and escalation experience.
• Experience with change control and delivery of operational enhancements.
• Ability to identify improvements and drive implementations.
• Experience leading or mentoring a service desk or escalation team.
• Strong collaboration and team-first approach.
• Willingness to share knowledge and ask questions.
• Strong troubleshooting and problem-solving skills.
• Ability to communicate with end users in a legal environment.

Responsibilities

• Triage iManage incidents and escalate for BSE2 resources as needed.
• Assess incidents to determine resolution path or escalation requirements.
• Provide hands-on incident resolution during high-volume periods.
• Identify operational enhancements to improve user experience and processes.
• Drive enhancements through delivery, including vendor configurations, testing, and release support.
• Educate and guide other resources on incident resolution or system enhancements.
• House Counsel end users ~1,700–1,900; BSC III handles <10 tickets weekly but escalated when needed.

Skills

End-User Support

iManage Admin

MS 365

Incident Triage

Change Control

System Enhancements

Mentoring Escalation

Team Collaboration

Knowledge Sharing

User Communication

Legal Environment

Job description

Job Title: iManage System Administrator
Duration: 6 months (possibility of extension/FTE)
Location: 100% Remote
Pay Rate: $47.00 - $54.00 hourly on W2

Schedule

• Estimated duration: 6 months
• Days: Mon-Fri
• Hours: 8 hours a day; neutral on start and timeframe, but they MUST work 9AM-3PM EST
• OT Not Expected

Top must-have skills (what technology/software do they need)

• 5+ years' experience in End-User System Support
• 2 years' experience with iManage Work 10 as administration/support, preferably within an operational or production-support environment.
• Proficiency with MS 365
• Strong incident triage, troubleshooting, and escalation experience.
• Experience with change control and the delivery of operational or system enhancements.
• Ability to identify opportunities for improvement, recommend solutions, and drive enhancements through implementation.
• Experience leading, mentoring, or serving as an escalation resource for a service desk or incident-resolution team.
• Strong collaboration skills with a no-ego, team-first approach.
• Willingness to share knowledge and work through problems together.
• Comfortable asking questions when they don't fully understand something rather than making assumptions.
• Strong troubleshooting and problem-solving skills.
• Ability to communicate effectively with professional end users, particularly individuals working in a legal environment.

Day to day responsibilities:

• Triage iManage incidents and serve as an escalation point for BSE2 resources requiring additional support.
• Assess incidents to determine whether the issue is consultative, previously known, can be resolved directly, or requires further escalation.
• Provide hands-on incident resolution support during higher-volume periods as needed.
• Identify operational enhancements that improve the user experience and overall support processes.
• Drive enhancements through delivery, which may include preparing changes to vendor admin configurations that are there (no coding or scripting), testing, coordinating release activities, and supporting implementation.
• Educate and provide guidance to other resources who need assistance with incident resolution or system enhancements.
• The House Counsel organization currently supports approximately 1,700 end users (legal professionals), with that population expected to grow to approximately 1,900 by the end of the year.
• The BSC III will typically handle fewer than 10 tickets per week. However, these are escalated issues, so they can require more investigation

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.
Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals.To learn more, please visit https://dexian.com/.
Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.