Description

The Functional Analyst, Client Matter Solutions will provide functional and technical support for processes and systems within the Intapp suite of products with a main focus on Intapp CRM solutions.

Responsibilities:

  • Act as First Responder to escalated incidents
  • Analyze incidents and system issues discovered by the user community. Evaluate each incident, provide feedback, and/or detailed problem analysis for further escalation
  • Review open incidents and determine strategies for closing those incidents
  • Have a clear understanding of Technology Help Desk Support procedures and understand when to properly escalate incidents to appropriate IT Teams or Vendor.
  • Prepare a detailed analysis of each problem, and coordinate schedules with the
  • BakerCI SDU Team and other supporting professionals.
  • Assist the BakerCI SDU Teams (Business and Technical) on special projects, initiatives, and key deliverables to support the Firm’s strategic objectives as outlined in the BakerCI initiatives roadmap
  • Configure workflow forms, dashboards, and reports, to support the product's business transformation. Support and maintain the product's object schema
  • Act as liaison for the Technology Help Desk
  • Assist with testing product quarterly releases, identifying and reporting issues with
  • Baker’s specific configuration and integration, and escalating to the vendor as needed
  • Ensure timely planning for any submission of a Request for Change (RFC) to the
  • Technical Change Management Team complying with the Firm’s ITSM process.
  • Collaborate with the Security Team during security assessments of the solution’s ecosystem
  • Document product features, enhancements, and troubleshooting tips in the Team’s Channel
  • Provide regular status reports of outstanding issues
  • Collaborate with internal teams in developing/updating BakerCI training materials, KB articles, etc.
  • Maintain open communications with other support members regarding the progress of outstanding issues; coordinate with BakerCI SDU Team to ensure proper resolution of each issue
  • Assist in testing the overall functionality of newly added features and document findings to improve the product(s) and process enhancements
  • Assess BakerCI custom report requests from the user community and determine the feasibility of reports
  • Generate reports to Management for statistical evaluation and analysis
  • Generate reports as requested by office professionals or CMID
  • Responsible for collecting requirements, proposing design solutions and end-to-end testing
  • Collaborate with the Business SDU Team and other supporting Teams on special projects as assigned related to BakerCI

Skills and Experience:

  • Bachelor's degree in computer science or related field
  • Experience in business analysis or functional support
  • Strong analytical and problem-solving skills
  • Excellent communication skills, both written and verbal
  • Excellent interpersonal skills
  • Technical Skills: Proficient in Windows Systems and MS Office suite, basic knowledge in SQL Enterprise Manager and Query Analyzer & Reporting tools such as MS-SQL Reporting Services
  • Experience in Integration Builder and PowerBI is a plus but not required
  • Able to prioritize and work independently with limited supervision
  • Strong commitment to outstanding customer service
  • Professional, reliable, mature, and able to work with various teams and application users across the firm
  • Very adaptable, highly organized, and attentive to details and accuracy
  • Organized, exceptional work ethic, personal and professional integrity
  • High sense of urgency, initiative, and sense of responsibility
  • Able to work in a fast-paced, stressful environment
  • Flexible and willing to work in shifting schedules and overtime when necessary
  • Fluent written and spoken English