Overview
In this role you will ensure the reliability, security, and continuous improvement of CSC’s document management platforms (Laserfiche and/or iManage). You’ll lead Tier 2 support, troubleshoot complex incidents, and own configuration, runbooks, and change processes. You will collaborate with security, vendors, and stakeholders to meet compliance and information governance needs. This is a hands-on position that balances production support with pragmatic engineering to stabilise services and drive improvements.
Arbeidsvoorwaarden / Benefits
- hybrid or remote work options
- annual leave
- tuition reimbursement
- referral bonuses
- success-sharing bonuses or commission plans based on performance
- comprehensive benefits package
Verantwoordelijkheden
- Provide Tier 2 support for Laserfiche and/or iManage, handling incidents to resolution
- Troubleshoot platform, integrations, authentication, permissions, and downstream dependencies
- Lead major incident response with structured diagnosis and stakeholder updates
- Contribute to RCA and implement corrective/preventative actions
- Administer and maintain platform configuration (repositories, metadata, templates, filing structures)
- Support upgrades, patches, and vendor releases with impact assessment and verification
- Implement changes per change management; assist with access reviews and audits
- Support workflows, routing, approvals where applicable
- Coordinate with internal teams and vendors to resolve defects and implement enhancements
- Maintain system documentation, runbooks, and SOPs; create knowledge articles to reduce Tier 1 load
- Identify recurring failures and drive stability improvements
- Improve monitoring/alerting for platform health and operational maturity
Belangrijkste vereisten
- Hands-on experience administering Laserfiche and/or iManage in a production environment
- Strong document management understanding (metadata, search/indexing, permissions, retention)
- Experience supporting end-user workflows on document platforms
- Troubleshooting across authentication/SSO, Windows Server, web apps, APIs, and integrations
- Experience with ITSM processes (incident, problem, change) and SLAs
- Typically 5+ years in systems engineering or similar
- Experience in regulated/compliance-focused environments preferred
- Strong ownership mindset and ability to drive issues to resolution
- Clear communication for non-technical audiences; excellent documentation
- Ability to work across time zones and coordinate with global teams and vendors
- Bachelor’s degree in IT/CS or equivalent; ITIL Foundation or similar
- Vendor training/certification for Laserfiche/iManage preferred; Microsoft/Security certs a plus
- Clear communicator
- Ownership mindset
- Detail-oriented
- Laserfiche
- iManage
- Authentication/SSO (AD/Azure AD/Entra ID)
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