Applications Management Consultant – 3E

Harbor is seeking a Consultant to join our 3E Application Management team within our Legal Technology and Operations (LT+O) practice group. Under general direction from the Service Delivery Team Lead, the Consultant will work closely with a team of skilled individuals from various technical and professional backgrounds, across multiple time zones, to ensure successful client engagements and consistent client satisfaction in both issue resolution and continual improvement tasks. This is a position that can be remote or hybrid in Canada, US and UK.

Job Duties and Responsibilities:

• Provide application guidance to clients and collaborate with users to achieve their business needs
• Analyze and resolve complex application and data integrity issues
• Work to develop and/or improve complex applications which are integrated within the constraints of the framework.
• As necessary, work with the team and clients to maintain existing applications.
• Troubleshoot and resolve issues raised by clients.
• Provide mentorship and guidance to more junior team members.
• Undertake installations of various software according to installation packs.
• Upgrade systems and processes.
• Contribute to the work of Managed Services, including:
  • Serve as the primary point of contact for clients, addressing concerns, and resolving issues
  • Attend client meetings
  • Build trusted relationships with clients to effectively support long term service and growth
  • Ensure that services are delivered and client cases are updated in according to service level agreements (SLAs)
  • Attend team’s regular backlog review meetings
  • Contribute to team Knowledge Base
  • Provide best practices guidance and solutions based on business needs
  • Work with cross-functional teams to delegate work as needed

Experience, Education and Qualifications:

• Bachelor's degree in computer science, business administration, information systems or or equivalent combination of experience and education
• 5+ years of related experience with responsibilities related to Legal Technology or Professional Services products and services
• 3+ years of experience in a customer-facing role
• Preferred experience in Elite 3E and/or experience in a law firm or legal services environment
• Knowledge of VB, C#, SQL, XML, Web Services.
• Knowledge of Windows Operating System.
• Intermediate level of experience dealing with collaboration and project tracking tools e.g. Jira and Confluence
• Strong analytical and problem-solving skills
• Ability to communicate effectively, verbally and in writing, with technical, business and management staff
• Ability to manage multiple deliverables in a fast-paced environment within a framework of constantly shifting priorities
• Excellent interpersonal skills with the ability to develop solid working relationships with colleagues and clients
• Flexibility to adapt to change and to learn and develop new skillsets as required