Global Support Specialist (Finance systems)

Dentons is designed to be different. We are driven to always be the firm of the future, to challenge the status quo, and to provide holistic business solutions to our clients in new and innovative ways. We are the lightbulb moments. The bold ideas. We are the world's largest global law firm, with 12,000+ people across 80+ countries. Driven by the diverse perspectives of our people, our clients, and our communities, we combine local knowledge with global insight.

The Global Support Specialist is a member of the Finance Systems Engineering team and is responsible for the triaging, reporting, and oversight of all incidents escalated to the team.

Key Accountabilities

· Support-Centric Focus: Maintain a focus on delivering Service Excellence, by ensuring service levels are met and incidents are handled based on establish practices to meet VMA expectations.

· Incident Monitoring: Monitor support queues to ensure tickets are managed against establish service levels, including triage, prioritization, assignment, follow-up, and closure.

· Collaboration Across Teams: Collaborate with IT and local VMA teams to ensure the effective support and maintenance of the finance environments.

· Knowledge Sharing: Maintain and expand on knowledge articles to keep them current and relevant.

· One Team Culture: Promote a One Team culture by collaborating closely with VMA teams.

· Support Leadership: Assume a position of leadership when reporting on service levels, support metrics, open issues, and other operational support activities to ensure they remain well organized and managed against established service levels.

· Support Triage & Ticket Handling: Monitor support queues to triage, assign, and ensure tickets are managed in accordance with established service levels and practices.

· Support Monitoring and Reporting: Establish robust practices to monitor support queues to ensure incidents are handled against established practices, and to report on the effectiveness of the support.

· Change Management: Actively participate in global change management processes to ensure the impact to support of the finance environments is always considered.

· Proactive Problem Management: Identify recurring issues to help identify areas where preventative solutions could improve overall reliability.

Technical Skills

· A minimum of 6 years of progressive experience working with infrastructure technologies.

· Expertise with service delivery, escalations, and incident/problem handling with a goal of delivering exceptional support.

· Expertise with Elite 3E environments with a focus on support and issue resolution would be a strong asset.

· Expertise with Windows based server infrastructures.

· Practical knowledge of implementation lifecycles, methodologies, tools, and practices.

· Formal IT qualifications or accreditations (for instance, ITIL, Prince 2, MCSE).

· Understanding of standards and frameworks (for instance, SOC2, ISO 27001 and Cyber Essentials).

Personal Skills / Attributes

· Excellent written and verbal communication skills in English.

· Ability to negotiate and influence colleagues and stakeholders to achieve successful outcomes.

· Proven ability to build and maintain effective relationships with internal teams and external vendors.

· Strong problem solving and analytical skills, with the ability to clearly explain issues and contribute to resolutions.

· Demonstrates initiative and a proactive approach, with the ability to anticipate needs.

· Possesses commercial awareness and understands the business value of IT investments.

· Capable of decision-making and remaining calm while under pressure.

· Methodical and detail oriented, with a strong focus on accuracy, consistency, and quality.

· Understands the importance of documentation and well-defined procedures.

· Comfortable working under pressure to meet tight timelines, with the ability to adapt to differing demands, prioritize tasks effectively, and ensure 'follow through' on operational issues.

· Committed to carrying out responsibilities in a way that supports the Firms values, equal opportunities, and diversity principles.

· Azure Solutions Architect Expert certification is highly desirable and considered a significant asset.

· ITIL certification and practical experience are highly valued.

· Proven experience working in culturally diverse and geographically distributed environments, fostering collaboration and inclusivity.

We are a truly global law firm and as such, always welcome individuals with foreign language capabilities. Additionally, we welcome individuals with a global background including professional experience gained across different geographies.