Senior Application Engineer - Freshfields Bruckhaus Deringer

Freshfields Overview

• we show respect to everyone

• we are there for one another

• we are open with each other

• we are positive role models

We think and work globally - we don’t just say we are one firm; we act like one firm right across the world. We work wherever our clients need us. This is how we define ourselves, not by reference to where we have offices. Cross-border work isn’t just what we do, it is what we excel at. We understand what it really takes to work across different legal systems and commercial environments and to bridge language and cultural gaps.

Function Overview

Key responsibilities and deliverables

• Develops, documents and implements changes based on requests for change. Applies change control procedures;
• Drafts and maintains procedures and documentation for applications support. Manages application enhancements to improve business performance. Ensures that all requests for support are dealt with according to set standards and procedures;
• Ensures system configuration information is complete, current and accurate;
• Ensures that incidents and requests are handled according to agreed procedures. Ensures that documentation of the supported components is available and in an appropriate form for those providing support. Creates and maintains support documentation;
• Investigates and coordinates the resolution of potential and actual service problems.  Assists with the implementation of agreed remedies and preventative measures. Prepares and maintains operational documentation for system software. Advises on the correct and effective use of system software. Carries out agreed system software maintenance tasks;
• Liaises with third-party support services;
• Maintains and updates Knowledge Base articles and system documentation whenever required particularly during/after system updates;
• Maintains own knowledge of specific technical specialisms, provides detailed advice regarding their application and executes specialised tasks. The specialism can be any area of information or communication technology, technique, method, product or application area appropriate to the firm;
• Monitors service and component capacity then initiates actions to resolve any shortfalls according to agreed procedures. Applies techniques to modify demand for a particular resource or service;
• Receives and handles requests for support following agreed procedures. Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant parties;
• Undertakes routine installations and de-installations of items of software.  Reviews system software updates and identifies those that merit action. Tailors system software to maximise hardware functionality. Installs and tests new versions of system software.  Documents details of all hardware/software items that have been installed and removed so that configuration management records can be updated;
• Uses application management software and tools to investigate issues, collect performance statistics and create reports;
• Works on a team on-call rota for business-critical applications and on a rotating shift schedule.

Skills Required

• Driving automation across the IT Team(s) is key to what we’re doing in improving customer experience.

• You’ll help to create support automations and the environment these are hosted in that will improve our overall operating efficiencies and deliver excellence in customer service to both our internal and external customers.

• You’ll be working with highly skilled, talented people and you will play a vital part in the expansion of our in-house Automation team; working with passionate, tech driven, enthusiastic individuals on a day-to-day basis.

• Strong communicator and able to present high quality documentation.

• Strong planning and execution skills with attention to detail.

• Ability to work to strict deadlines.

Essential Tech skills

• Extensive experience using Microsoft tools and programming languages.
• Development experience using the .NET framework.
• Strong background in database design, analysis and development.
• Experience in Microsoft SQL scripting and Server.
• Experience working with XML related technologies, including XSLT and Xpath.
• Experience working with Web Service related technologies, including SOAP and
• Automation Experience utilizing Process Automation Software suites such as (Terraform, Puppet, Jenkins / Puppet / Powershell)
• Awareness of alerting and monitoring tools ( AppDynamics.etc.)
• Experience working on Azure deployment pipelines and products

Desirable Technical Skills  

• Strong background in database design, analysis and development.
• Atlassian products such as JIRA, Confluence, BitBucket and Bamboo
• Understanding of programming C# .NET framework.

Competencies

• Strong Effective communicator who is able to clearly explain complex technical information
• Strong oral and written communicate skills which delivers messages clearly and confidently at all levels.
• The ability to maintain and build relationships with key parties at all levels
• Ability to work alone or as part of a team - be a motivated, self-starter
• Adaptability - a team player who shows respect and values the views of others, whilst being flexible and resilient to change
• A consulting mind-set which, through a measured approach, sees the project through to a successful conclusion
• Credibility and impact that drives commitment and passion
• Pragmatic and thoughtful judgement on risks and issues
• The ability to work in a collaborative way, plus a personal ‘edge’ which delivers excellence.

Inclusion

Freshfields is an equal opportunities employer and all applications received by the firm will be considered by the firm on the basis of their merit alone and we welcome applications from all suitably qualified individuals regardless of background. All offers of employment will be conditional on the candidate having/securing the right to work in the UK and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing. Please note that, in line with the requirements of the UK Border Agency, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EEA candidate can fill the position.

Freshfields is a Ban the Box employer. We ask applicants to disclose criminal convictions only when a conditional job offer is made. A conviction does not automatically lead to withdrawal of the offer: we make decisions on a case by case basis and take a number of factors into account (e.g. the role you are applying for and the circumstances of the offence). You would have the opportunity to discuss the matter with us before we make a decision.

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