Client Matter Solutions Functional Analyst

The Functional Analyst, Client Matter Solutions will provide functional and technical support for processes and systems within the Intapp suite of products with a main focus on Intapp CRM solutions.

Responsibilities:

• Act as First Responder to escalated incidents
• Analyze incidents and system issues discovered by the user community. Evaluate each incident, provide feedback, and/or detailed problem analysis for further escalation
• Review open incidents and determine strategies for closing those incidents
• Have a clear understanding of Technology Help Desk Support procedures and understand when to properly escalate incidents to appropriate IT Teams or Vendor.
• Prepare a detailed analysis of each problem, and coordinate schedules with the
• BakerCI SDU Team and other supporting professionals.
• Assist the BakerCI SDU Teams (Business and Technical) on special projects, initiatives, and key deliverables to support the Firm’s strategic objectives as outlined in the BakerCI initiatives roadmap
• Configure workflow forms, dashboards, and reports, to support the product's business transformation. Support and maintain the product's object schema
• Act as liaison for the Technology Help Desk
• Assist with testing product quarterly releases, identifying and reporting issues with
• Baker’s specific configuration and integration, and escalating to the vendor as needed
• Ensure timely planning for any submission of a Request for Change (RFC) to the
• Technical Change Management Team complying with the Firm’s ITSM process.
• Collaborate with the Security Team during security assessments of the solution’s ecosystem
• Document product features, enhancements, and troubleshooting tips in the Team’s Channel
• Provide regular status reports of outstanding issues
• Collaborate with internal teams in developing/updating BakerCI training materials, KB articles, etc.
• Maintain open communications with other support members regarding the progress of outstanding issues; coordinate with BakerCI SDU Team to ensure proper resolution of each issue
• Assist in testing the overall functionality of newly added features and document findings to improve the product(s) and process enhancements
• Assess BakerCI custom report requests from the user community and determine the feasibility of reports
• Generate reports to Management for statistical evaluation and analysis
• Generate reports as requested by office professionals or CMID
• Responsible for collecting requirements, proposing design solutions and end-to-end testing
• Collaborate with the Business SDU Team and other supporting Teams on special projects as assigned related to BakerCI

Skills and Experience:

• Bachelor's degree in computer science or related field
• Experience in business analysis or functional support
• Strong analytical and problem-solving skills
• Excellent communication skills, both written and verbal
• Excellent interpersonal skills
• Technical Skills: Proficient in Windows Systems and MS Office suite, basic knowledge in SQL Enterprise Manager and Query Analyzer & Reporting tools such as MS-SQL Reporting Services
• Experience in Integration Builder and PowerBI is a plus but not required
• Able to prioritize and work independently with limited supervision
• Strong commitment to outstanding customer service
• Professional, reliable, mature, and able to work with various teams and application users across the firm
• Very adaptable, highly organized, and attentive to details and accuracy
• Organized, exceptional work ethic, personal and professional integrity
• High sense of urgency, initiative, and sense of responsibility
• Able to work in a fast-paced, stressful environment
• Flexible and willing to work in shifting schedules and overtime when necessary
• Fluent written and spoken English