Provides Tier 2 support, administration, troubleshooting, and continuous improvement for Laserfiche and iManage document management platforms. Responsibilities include incident and problem resolution, platform configuration, upgrades, integrations, access controls, monitoring, workflow support, audit evidence, documentation, runbooks, and operational automation. The role collaborates with engineering teams, vendors, security, and business stakeholders while improving reliability, compliance, and service performance.

Provide Tier 2 support and systems engineering for document management platforms (Laserfiche/iManage). Troubleshoot platform, integrations, authentication, indexing, and client components; lead major incident response and RCAs; administer configuration, upgrades, access reviews, and audits; create runbooks, SOPs, and knowledge articles; improve monitoring, automation, and operational maturity while coordinating with vendors and global stakeholders to meet availability, compliance, and governance requirements.

Provide Tier 2 support and technical escalation for enterprise GFS applications: diagnose and resolve complex incidents, perform root cause analysis, lead incident bridges, monitor application health, support releases and changes, produce runbooks and documentation, partner with infrastructure and business stakeholders, and drive automation and reliability improvements.