Participate in major incident response, providing technical leadership, structured diagnosis, and clear stakeholder updates
Contribute to root cause analysis (RCA) for recurring or high-impact incidents and drive corrective and preventative actions
Administer and maintain platform configuration including
Repositories/workspaces, document types, metadata, templates
Filing structures, retention settings (where applicable)
Search/index settings, performance configuration, and capacity management
Support platform upgrades, patches, and vendor releases (impact assessment, coordination, post-release verification)
Implement, test, and validate configuration changes aligned to change management processes
Assist with access reviews, audits, and controls evidence (logging, traceability, change records)
Where applicable, support workflow automation and routing (e.g., approvals, records routing, notifications)
Coordinate with internal engineering teams and vendors to resolve integration defects and implement enhancements
Assist in maintaining system documentation and operational evidence supporting internal and external audit needs
Create and maintain runbooks, support guides, configuration documentation, and standard operating procedures (SOPs)
Build knowledge articles to improve Tier 1 resolution rates and reduce repeat incidents
Identify recurring failure patterns and implement improvements to reduce incident volume and improve stability
Improve monitoring and alerting for platform health (services, indexing, storage, capacity, integration endpoints)
Drive operational maturity: standard changes, automation of routine tasks, measurable service reporting
Required Skills & Experience
Demonstrated hands-on experience administering and supporting Laserfiche and/or iManage in a production environment
Strong understanding of document management concepts
Metadata and classification
Search/indexing and retrieval
Permissions/RBAC models
Records/retention concepts
Experience supporting end-user and business workflows on document platforms
Strong troubleshooting skills across
Authentication/SSO and directory services (e.g., AD/Azure AD/Entra ID concepts)
Windows Server services and application stacks
Web applications, APIs/integrations, and client components
Monitoring/logging and incident diagnostics
Experience with ITSM processes (incident, problem, change) and working to SLAs
Typically 3+ years in systems engineering, application support, or platform administration
Experience in a regulated or compliance-focused environment is preferred
Strong ownership mindset and ability to drive issues to resolution
Clear communicator with the ability to explain technical topics to non-technical audiences
Excellent documentation discipline and attention to detail
Comfortable working across time zones and coordinating with global teams and vendors
Ability to prioritise effectively in a high-volume operational environment
Bachelor’s degree in IT, Computer Science, or equivalent practical experience
ITIL Foundation (or equivalent service management experience)
Vendor training/certification for Laserfiche and/or iManage (preferred, if available)
Microsoft / Security fundamentals certifications are a plus
