Application Support Analyst

The role

Our firm, work and people span jurisdictions, cultures, and languages. We offer our clients a truly international perspective. We believe every career should be rewarding and stimulating - full of opportunities to learn, thrive, and grow. That’s why we’re so proud of our inclusive, friendly, and team-based approach to work.

Our one firm global strategy is focused on targeted growth led by the needs of our core clients, those who we can best support with the breadth and depth of Clifford Chance expertise, across the sectors and geographies, which matter most to them.

You’ll find our clients in commercial and industrial sectors, the financial investor community, governments, regulators, trade bodies, and not-for-profit organisations. But no matter who they are or why they’ve reached out to us, we provide a world-class service every step of the way. And that’s possible thanks to the entrepreneurial spirit and conscientious approach to work that you’ll find across all of our teams.

Whichever area of the business you join, you’ll become an integral part an innovative, diverse and ambitious team of people. Clifford Chance is a place where the brightest minds and the best of colleagues meet.

As a Application Support Analyst, you will be supporting business users across CC offices globally to get better end user experience. This role will be part of the DevOps team for the services and tools we utilize. You will help to maintain the service level agreements and be always available for monitoring operations tasks. You will work hand-in-hand with development teams/vendors to resolve issues. You will do continual analysis of the end-to-end services provided by us; identifying and implementing tool, automation and process improvements to increase application resiliency – with the goal of avoiding or minimizing outages and impacts. You should be able to execute specific activities related to application maintenance and support while working with several vendors.

Your team working skills will be required to amplify the performance in this role. Good communication skills are mandatory.  The person must have the commitment to complete DevOps activities with good analyzing and innovative skills. The zeal to continuously learn new technologies, models, techniques and processes will help the incumbent to stand out from the crowd.

How you will influence:

• Develop good understanding of the applications we support, and the tools used by the team

• Tackle moderately complex business challenges using technical expertise within the DevOps environment

• Collaborate with Change & Release Management to improve applications in enterprise systems

• Follow the defined processes to maintain applications systems in production environment with controlled evaluation of any downtime

• Assist in managing prompt resolution or escalation of incidents, considering the global and local effects on various teams and application interdependencies

• Must be capable of explaining the consequences and solutions of application/system issues in terms that are easily understood by non-technical stakeholders

Key Accountabilities:

• Assist in delivering and coordinating maintenance and optimization solutions to ensure the integrity of business applications

• Complete DevOps activities on time and within Standard Level Agreements

• Contribute to maintaining the health of supported applications across various environments

• Support change management by deploying the most recent application versions in all relevant environments

• Maintain smooth operations by collaborating with onshore stakeholders and application vendors from different regions

• Provide third-level troubleshooting support for both internal and external web applications

• Collaborate closely with other IT teams such as Vendor, Development, Network, Security, Desktop, Exchange, and Systems to conduct root cause analysis

• Address user requests through IT ticketing tracking systems like ServiceNow

Your experience

What we need:

• Some Knowledge in supporting complex applications in Web, Windows, or Cloud environments is preferred

• Familiarity with various SQL Server versions, particularly 2016 and above

• Basic knowledge of Microsoft Windows 10 & Windows Server 2016 server platforms

• Understanding of Web Servers: IIS 7 and above, and Windows Services

• Ability to troubleshoot issues related to Windows and Web Applications, SQL Server 2012/2016, and services hosted in IIS/WCF

• Awareness of .NET technologies like C# 4.0 or higher, MVC, WCF, and associated technologies

• Knowledge with at least one support ticketing tool, like ServiceNow or Remedy, is a plus.

• Capable of handling high-pressure situations, especially during Priority 1/2 cases, with confidence

• Provide adequate support coverage as defined in the SLAs (this may vary depending on the application)

• Possess good command over both written and verbal communication skills

• Ensure that the requirements for application changes are fully understood and that planned work is completed

• Contribute to maintaining and building standard documentation for all environments

• Level 3 troubleshooting support for internal and external web applications

• Work on critical cases, including application downtime (Priority 1 & 2) situations

• Logical thinking and excellent verbal and written communication

• Display a positive attitude and strong teamwork skills

Desirable skills:

• Basic knowledge of SharePoint platform and O365

• Some knowledge in writing basic PowerShell scripts for various tasks

• Basic knowledge of Active Directory, SQL, Azure AD, Exchange Online and office products

• Awareness of IT infrastructure components such as VMs, AD, DNS proxy, and firewalls

• Basic understanding of vendor and service management

Education & Experience

• Requires Bachelors in Engineering Degree or equivalent

• ITIL Foundation certification is a plus

• Any Azure certification will be preferred

• A relevant Microsoft Certification will be beneficial

Who we are

We are one of the largest international law firms in the world. With over 30 offices across the globe, we strive to exceed the expectations of our clients, providing them with the highest-quality advice and legal insight, which combines the firm’s global standards with in-depth local expertise.

Our firm, work and people span jurisdictions, cultures, and languages. We offer our clients a truly international perspective. We believe every career should be rewarding and stimulating - full of opportunities to learn, thrive, and grow. That’s why we’re so proud of our inclusive, friendly, and team-based approach to work.

You’ll find our clients in commercial and industrial sectors, the financial investor community, governments, regulators, trade bodies, and not-for-profit organisations. But no matter who they are or why they’ve reached out to us, we provide a world-class service every step of the way. And that’s possible thanks to the entrepreneurial spirit and conscientious approach to work that you’ll find across all of our teams.

Whichever area of the business you join, you’ll become an integral part an innovative, diverse and ambitious team of people. Clifford Chance is a place where the brightest minds and the best of colleagues meet.

Equal opportunities statement

At Clifford Chance, we understand that our true asset is our people. Inclusion is good for our team and their families, our firm and society.

We are committed to treating all employees and applicants fairly and equally regardless of their gender, gender identity and expression, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age.  This applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment.

We have a variety of flourishing employee networks. These networks are a place for colleagues to share experiences and advocate for change wherever they see an opportunity for improvement.

Our goal is to deliver an equality of opportunity, an equality of aspiration and an equality of experience to everyone who works in our firm. 

Find out more about our inclusive culture here.