- Responsible for supporting the company’s Windows and Linux servers, Active Directory, Office 365, VMware virtual environment, and storage infrastructure.
- Ticket management and end to end ownership of tickets.
- Work closely with the other Infrastructure teams to improve SLAs, ticket resolution times, and gain knowledge of the company’s systems.
- Handle daily support for all areas of Infrastructure.
- Change request implementation for standard\common changes.
- Creation of new virtual machines, groups, user accounts.
- Monitor and handle access control to internal systems.
- Remediating security vulnerabilities and other findings as necessary.
- Monitor the ticket queue to ensure SLAs are met.
- Assist as necessary with any other assigned duties that may arise.
- Develop and articulate a clear grasp of eDiscovery services.
- Make concise and compelling presentations to a variety of audiences; capture the attention and engagement of the most demanding and time-pressed audiences.
- Balance the need to close business quickly while concurrently working with clients consultatively to identify client needs and match them with service offerings.
- Work in partnerships with internal subject matter experts to capture and maximize revenue opportunities.
- Manage a healthy pipeline of opportunities from identification through close.
- Maintain an active calendar of new client meetings and industry networking events.
Provide the highest level of customer service to further solidify the relationship with Consilio’s COBALT customers by:
- Assistance with logging into the system, navigating the interface and performing specific tasks.
- Guidance on advanced features such as searching and exporting.
- Troubleshoot and resolve support issues.
- Ensure service level agreements are consistently being met.
Have a passion for speaking to customers, with expertise in the following areas:
- Security awareness of caller/user identification and approval polices.
- Customer advocacy when collaborating with other teams and keeping the customer updated on resolution.
- Awareness of eDiscovery life cycle.
Data Auditing:
- Retrieve data from various systems to conduct thorough audits.
- Identify inconsistencies, discrepancies, and errors in the data.
- Investigate the root causes of data discrepancies and collaborate with relevant teams to resolve them.
Data Validation:
- Validate data analysis to ensure accuracy and completeness.
- Document validation procedures and maintain a record of findings as incurred.
Data Analysis:
- Analyze various system data to identify trends, anomalies, and potential issues.
- Create reports, charts, or dashboards to visualize and present data analysis results.
- Collaborate with cross-functional teams to mitigate anomalies/issues.
Quality Assurance:
- Conduct quality checks on the data to ensure compliance with the SOP.
- Coordinate improvements to enhance data quality.
Process Improvement:
- Participate in process improvement initiatives related to data accuracy and efficiency.
- Propose enhancements to the existing data auditing and validation processes.
Documentation:
- Maintain detailed documentation of auditing procedures, findings, and resolutions.
- Ensure SOP documentation is up-to-date and accessible.
Management of Projects:
- Providing end-to-end oversight of discovery matters and serving as primary client point of contact
- Providing expertise and consultative advice regarding data collections, processing, review workflows, analytics, and production/export deliverables
- Creating and maintaining project schedules, including defining activities, sequence, dependencies, work effort, duration and associated resource requirements
- Developing and managing relationships with internal teams
- Defining, communicating, implementing and monitoring quality standards on all project deliverables
- Planning and managing internal and external project communications, ensuring effective exchange of project information and deliverables
- Serving as expert on Consilio’s review platforms and proprietary offerings
- Forecasting, tracking and managing project budgets and invoices
- Successfully overseeing multiple, concurrent projects
- Generating and distributing reporting metrics for processed requests and KPI’s on a regular basis
- Developing strong client relationships through collaborative, consultative service
Management of Projects:
- Providing end-to-end oversight of discovery matters and serving as primary client point of contact.
- Providing expertise and consultative advice regarding data collections, processing, review workflows, analytics, and production/export deliverables.
- Creating and maintaining project schedules, including defining activities, sequence, dependencies, work effort, duration and associated resource requirements.
- Developing and managing relationships with internal teams.
- Defining, communicating, implementing and monitoring quality standards on all project deliverables.
- Planning and managing internal and external project communications, ensuring effective exchange of project information and deliverables.
- Serving as expert on Consilio’s review platforms and proprietary offerings.
- Forecasting, tracking and managing project budgets and invoices.
- Successfully overseeing multiple, concurrent projects.
- Generating and distributing reporting metrics for processed requests and KPI’s on a regular basis.
- Developing strong client relationships through collaborative, consultative service.
Project Team Leadership:
- Leading an assigned team of project managers and project coordinators.
- Serve as a point of escalation for junior members of the team.
- Managing utilization and project assignment within the project team.
- Providing training and supervision for junior team members.
Business Partnering & Stakeholder Management:
- Serve as a strategic business partner to divisional leadership, providing financial insights, analysis, and recommendations to support strategic decision-making and achieve business objectives.
- Build and maintain strong relationships with cross-functional teams, including sales, operations, and marketing, to drive alignment and collaboration in achieving financial goals.
- Present financial updates, forecasts, and business insights to senior management and the Board of Directors, effectively communicating complex financial information in a clear and concise manner.
Pricing and Go-to-Market Strategy:
- Collaborate with sales and marketing teams to develop pricing strategies for products and services, ensuring alignment with market dynamics, competitive positioning, and value proposition.
- Conduct pricing analysis and sensitivity testing to optimize pricing structures, discounts, and promotions to maximize revenue and profitability.
Financial Strategy & Planning:
- Develop and execute financial strategies and plans aligned with the division's objectives and overall corporate goals.
- Lead the annual budgeting process, working closely with divisional leadership to establish financial targets and performance metrics.
- Drive the development of long-range strategic plans, financial forecasts, and scenario analyses to support informed decision-making and resource allocation.
Team Leadership & Development:
- Lead and mentor a high-performing finance team, fostering a culture of collaboration, innovation, and continuous improvement.
- Set clear performance expectations, provide coaching and feedback, and support the professional development and career growth of team members.
- Promote knowledge sharing, best practices, and process improvements to enhance the effectiveness and efficiency of the finance function.
Financial Planning & Forecasting:
- Lead the development and maintenance of the company's financial planning models, including annual budgeting, quarterly forecasting, and long-range strategic planning.
- Collaborate with department heads and senior leadership to develop accurate revenue forecasts, expense projections, and capital expenditure plans.
- Evaluate key business drivers and market trends to provide insightful financial analyses and recommendations to support decision-making processes.
Financial Analysis & Reporting:
- Prepare and present comprehensive financial analyses, variance reports, and key performance indicators (KPIs) to senior management and key stakeholders.
- Identify areas of improvement and efficiency within the financial planning and reporting processes, implementing solutions to enhance accuracy and effectiveness.
- Ensure compliance with internal controls, accounting standards, and regulatory requirements in all financial analyses and reporting activities.
Strategic Decision Support:
- Partner with cross-functional teams to assess strategic initiatives, investment opportunities, and business expansion plans, providing financial insights and recommendations to optimize outcomes.
- Conduct scenario analyses and sensitivity testing to assess the potential impact of various strategic decisions on the company's financial performance and overall business objectives.
Financial Analysis & Reporting:
- Prepare monthly financial reports, variance analysis, and key performance indicators (KPIs) to assess the business unit's performance against budget, forecast, and prior periods.
- Analyze product, customer, and market segment profitability to identify opportunities for revenue growth, cost optimization, and margin improvement.
- Provide ad-hoc financial analyses and decision support to business unit leaders to evaluate strategic initiatives, investment opportunities, and operational improvements.
Budget Management & Cost Control:
- Monitor and track actual performance against budget and forecast, identifying variances and working with business partners to understand root causes and implement corrective actions.
- Collaborate with cross-functional teams to develop and implement cost control initiatives, efficiency improvements, and process enhancements to drive profitability and operational excellence.
- Support the development of business cases and ROI analysis for capital expenditures, new product launches, and other strategic investments.
Financial Analysis & Reporting:
- Prepare monthly financial reports, variance analysis, and key performance indicators (KPIs) to assess the business unit's performance against budget, forecast, and prior periods.
- Analyze product, customer, and market segment profitability to identify opportunities for revenue growth, cost optimization, and margin improvement.
- Provide ad-hoc financial analyses and decision support to business unit leaders to evaluate strategic initiatives, investment opportunities, and operational improvements.
Budget Management & Cost Control:
- Monitor and track actual performance against budget and forecast, identifying variances and working with business partners to understand root causes and implement corrective actions.
- Collaborate with cross-functional teams to develop and implement cost control initiatives, efficiency improvements, and process enhancements to drive profitability and operational excellence.
- Support the development of business cases and ROI analysis for capital expenditures, new product launches, and other strategic investments.
- Perform hosting activities necessary to prepare data for attorney review, including user and case administration, loading documents, performing searches, and index management.
- Perform hosting activities necessary to prepare data for production, including conversion to TIFF or PDF, branding, exporting documents, and load file generation.
- Answer and appropriately handle incoming service requests via email, ticketing system, voicemail, phone, IM, and in person. Escalate problems when appropriate.
- Conduct quality control evaluations of each process performed.
- Work effectively as part of a project team.
- Solve basic technical issues, such as user access errors, TIFF conversion errors, and file loading errors.
- Perform end-to-end document productions.
- Assist with the resolution of any software issues related to the supported applications.
- Maintain technical documentation necessary to make the assigned systems operational and efficient.
- Provide support for escalated service requests, including problem identification and resolution.
- Solve moderate technical issues, such as document permission errors, production export errors, custom object troubleshooting, and data normalization.
- Ensure compliance with policies and procedures.
- Provide mentoring and training to junior team members.
- Stand in for the Hosting Team Lead when they are out of the office.
- Collaborate with other team members to design, implement, and maintains the components of Consilio software products.
- Understand the architecture, design and implementation of the Consilio Products and making necessary changes to fix any feature or performance issues that may be reported.
- Responsible for all phases of the project lifecycle and include requirements gathering, solution design, application development, and system testing.
- Contribute ideas toward the enhancement and/or modification of designs to improve the product.
- Implement the features/enhancements and collaborate with other teams (Architecture, QA) Review training materials, documentation, marketing materials for accuracy and contribute to content as needed.
- Code automated unit tests for all the changes implemented.
- Design and implement scalable and high-performance products. Produce high-quality software.
- Effective communication. Whether working as a group or independently.
- Constant learning of new technologies
- Following a standard change control protocol.
- Creation and maintenance of documentation that covers automation implemented.
- Lifecycle management of the various components used within automation.
- Implementing new components, programs, and/or scripts for use within our automation platform.
- Project, task, and ticket management.
It would be better if you had:
- An understanding of enterprise class infrastructure..
- Preference for those with mid to enterprise scale data center topologies.
- Experience managing a vRealize Automation / Aria deployment., Catalog, Cloud Assembly, Orchestrator, Service Broker.
- Ability to read/write scripts - Preferred languages may include PowerShell, Python, JavaScript, and or Bash.
- Experience with VMWare PowerCLI and workflows.
- Basic understanding of VMWare specific concepts such as
- Clusters, DRS, Distributed Switches, Policies, SDDC, vROPs, vMotion, and Container Volumes.
- Knowledge in the following areas / concepts:
- Installing, configuring, troubleshooting, and performing maintenance of Linux Distributions and MS Window server products (MS Windows 2012 and above).
- Active Directory computer/user objects, DHCP, DNS, DHCP, group polices, and permissions.
- Enterprise storage systems, including, but not limited to, NFS, iSCSI, Fiber Channel, SMB.
- Data center operations.
- Experience in ticketing systems such as Service Desk, ServiceNow, Jira.
- Configuration and customization of UKG PRO (UltiPro) and similar platforms (examples: ATS, CRM) to support Consilio’s global business, payroll, Talent Management, Learning Management and benefit teams.
- Responsible for managing HRIS integrations with applications like Salesforce, NetSuite, and other internal applications.
- Responsible for supporting and driving to resolution any data issues with integration by working with enterprise architecture team and business teams.
- Provide HR System technical support for end users.
- Manage configuration including foundational elements, associations, business rules, picklists, etc.
- Liaise with other HR functions including Payroll, Learning, and Benefits to ensure platform is meeting their needs
- Ensure workflows, approvals, security set up, and notifications are operating as designed, and provide expertise on suggested improvements to support all business units
- Work with InfoSec and IT organizations to ensure compliance with data security and privacy requirements.
- Coordinate directly with vendors when technical issues arise to help resolve issues
- Supports HRIS upgrades, patches, testing and other technical projects as assigned
- Provides user training and hands-on support as required.
- Assess current system and utilization; identifies and recommends improvements such as training, customization, and enhancements to maximize value and efficiency of the HRIS.
- Work with other associated Technology functions and the integration team to support system feeds to connected systems.
- Assist with the development and implementation of ServiceNow applications and automation and provide technical insight in designing and supporting the CSM and ITSM workspaces while aligning to best practices.
- Collaborate with developers on implementing integrations for various systems that interact with ServiceNow.
- Provide guidance on maximizing the utilization of the platform and stay current on best practices and system enhancements.
- Perform reviews of existing workflows to ensure they are effective and efficient.
- Monitor system functionality, maintenance, and upgrades, including integration and process automation.
- Act as a point of contact for administration, configuration, monitoring, maintenance, and support of the ServiceNow applications and workspaces.
- Assist in troubleshooting ServiceNow application issues, efficiently identifying and delivering effective solutions.
- Assist in the development and implementation of improvements to processes and tools.
- Collaborate with cross-functional teams to understand their needs and develop solutions to meet those needs.
- Use ServiceNow functionality and scripting tools to develop automation for tasks managed within ServiceNow.
- Ensure Operations activity progresses as scheduled and required for the eDiscovery projects.
- Prioritize tasks for assigned projects and participate in transfer of work from one shift to another shift.
- Support managers by providing project status and issue reporting as required.
- Provide regular project status and issues updates to Operations management team (Global).
- Delegate tasks across Operations shifts as required to maintain consistent level of service.
- Perform duties of a shift lead from time to time – including proactive queue management, quality control & resource management.
- Modify and execute complex SQL queries and data file management task.
- Track and record project workflow and milestones as required.
- Use various ESI discovery data processing platforms to extract text and metadata from electronic documents.
- Use multiple products & techniques to handle issues with electronic documents tiffing/imaging processes.
- Troubleshoot issues that may occur during data loading into hosting platform for review.
- Support Project Management by assisting with document searching and tagging in hosted database.
- Prepare client data deliverables (including exception reports, delivery reports, execute custom tasks etc.)
- Determine the most effective and efficient way to complete tasks and meet client expectations with available resources.
- Trouble-shoot and resolve issues prior to escalation to Operations management and/or engineering.
- Perform quality control of work product including production QCs, metadata population checks etc.
- Provide formal classroom-based training to other team members on E-discovery applications and concepts.
- Participate in regular policy and procedure review meetings with other team members.
- Assist Operations management with various administrative tasks (e.g., scheduling).
- Coordinate with other E-discovery teams (Collections, Forensics, Application Support, Quality Control, Engineering, and PMs) to appropriately plan engagements to meet client deliverables/timelines, resolve specific issues, and improve overall quality and efficiency.
- Assist Operations management with planning and documentation of Operations policy and processes.
- Conduct and participate in knowledge sharing sessions organized by Operations team from time to time.
- Get certified with industry leading certificates like RCA, Nuix Master, six sigma etc.
- Manage the day-to-day operations (Data Loading to Productions) of the data operations function for Relativity.
- Identify the opportunities most applicable for investment in DevOps technologies:
- Define the tools and workflows that can be applied to elevate the current constraints into low-friction processes.
- Lead the team in prototyping, development, and release of the tools.
- Drive adoption and institutionalization of the new tools and practices across the organization.
- Lead the DevOps efforts across teams
- Identifies pain points that can be resolved with automation by working with the development and support teams
- Design and deploy strategies for application updates and fresh environment deploys
- Implement automated unit and integration testing (when applicable)
- Ensure Security and Compliance requirements are met
- Architect a custom Jenkins pipeline library to simplify the process of adding new solutions to the pipeline
- Work with all development teams to standardize QA automation
- Work with CM team and App Support on deployment automation workflow and requirements
- Will comprehensively document each automated process and add to knowledge base for support
- Work with all development and support teams to identify and provide solutions where CI/CD automation is needed
- Development: Scope, design, develop and execute solutions that are requested by application owners, often considering multiple ways to accomplish a solution. Lead the development of complex ServiceNow applications, modules, and integrations. Utilize ServiceNow development best practices to create efficient and maintainable code. Customize and extend ServiceNow modules, leveraging JavaScript, REST APIs, HTML, and other relevant technologies.
- Configuration and Customization: Work hands on with ServiceNow administration to build complex objects behind the scenes that support operational workflows
- Continuous Improvement: Review existing functionality and/or processes and identify areas the improve scalability and performance
- Integrations: Support integrations with other technologies by working with developers for other products as well as the Integration Data Management team
- Documentation: Develop technical design documentation outlining solution architecture, workflows, data models, integrations, and user interfaces.
Throughout the next nine months of the program, in parallel with virtual learning, ASRs will get on-the-job sales experience interacting with customers and will be mentored by seasoned legal sales professionals.
After successfully completing the program, ASRs are promoted into an Inside Sales/Virtual Account Manager role within the Consilio sales organization where they can continue to grow in a rewarding career.
A successful ASR will become:
- Customer oriented with the ability to not only start business relationships, but to have the drive, attitude, and ability to maintain and grow them
- An effective communicator, able to present solutions as well as listening to and interpreting customer requirements
- A leader that can persuade and influence opinions as well as overcome challenges confidently while recommending the best solution for the client
- An employee that can receive and manage constructive feedback, taking proactive responsibility to develop and learn from experiences
- One who is achievement orientated and motivated by challenges, able to consistently deliver, while also aiming to exceed Consilio and customer targets
- A successful team player who can take a lead role, drive, and motivate a team towards a goal
Responsibilities:
- Copying
- Scanning
- Printing
- Shipping and receiving
- Picking up and delivering client originals (depending on location)
