Applications Support Analyst (IT)

Harbor is seeking Applications Support Analysts to join our dynamic Legal Technology & Operations – Applications Management Services team. Our team is at the forefront of delivery of a quality service for our clients who have managed service agreements. We have both extensive experience in legal processes and technology across several platforms. This mainly focusses on Intapp, Elite 3E and iManage products but also includes others where integration is essential, e.g. practice management systems, document management systems and external data providers. We serve both as advisors and as experienced, hands-on resources, collaborating with our clients to contain risk and cost through operational improvement, efficient data management, and technology usage.

As an analyst, you will be expected to collaborate with senior and junior-level internal resources, as well as clients, to ensure correct prioritization and timely delivery of both a “business as usual” type model for our clients as well as some “continual improvement” tasks. This is a position that will be hybrid with an office in the metro Manila area.

Job Duties and Responsibilities:

The role is split into 2 main areas of responsibility:

• Monitoring and resolving issues within client production environments. This is termed “business as usual”.
• Improving configuration and processes for clients, based on changing needs. This is termed as “continual improvement”.

Business as usual includes the following responsibilities:

• Carry out regular proactive monitoring on client systems.
• Assist clients and other team members with production issues in a timely fashion, these could be data or process related.
• Provide regular and concise client updates when resolving issues.
• Collaborate with technology providers and clients to resolve defects.
• Support integrations with third party applications.
• Reconcile data across various systems.
• Configure Intapp product software.
• Gain knowledge to become proficient in both the supported applications and business processes.

Continuous improvement includes the following responsibilities:

• Collaborate with other team members to execute planned changes to client implementation components.
• Execute test plans to validate outcomes from continuous improvement items.
• Document small changes to include communication back to the client.
• Actively parti