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