Systems Engineer

The Systems Engineer is a Tier 2 support and engineering role responsible for the reliability, security, and continuous improvement of the organization’s document management platforms, with a focus on Laserfiche and iManage. The role provides deep technical troubleshooting and administration, owns platform configuration and operational runbooks, and partners with business stakeholders, security, and vendors to ensure document services meet availability, compliance, and information governance requirements.

This position is ideal for an engineer who combines strong production support capability with a pragmatic engineering mindset—someone who can stabilize services, drive improvements, and guide users and teams toward effective adoption.

Key Responsibilities:

• Provide Tier 2 support for document management platforms (Laserfiche and/or iManage), resolving incidents escalated from Tier 1 and owning issues through to closure.
• Troubleshoot across platform, integrations, client components, authentication, permissions, and downstream dependencies (e.g., storage, search/indexing, email, Office integrations).
• Participate in major incident response, providing technical leadership, structured diagnosis, and clear stakeholder updates.
• Contribute to root cause analysis (RCA) for recurring or high-impact incidents and drive corrective and preventative actions.
• Administer and maintain platform configuration including repositories/workspaces, document types, metadata, templates, filing structures, retention settings (where applicable), search/index settings, performance configuration, and capacity management.
• Support platform upgrades, patches, and vendor releases (impact assessment, coordination, post-release verification).
• Implement, test, and validate configuration changes aligned to change management processes.
• Assist with access reviews, audits, and controls evidence (logging, traceability, change records).
• Where applicable, support workflow automation and routing (e.g., approvals, records routing, notifications).
• Coordinate with internal engineering teams and vendors to resolve integration defects and implement enhancements.
• Assist in maintaining system documentation and operational evidence supporting internal and external audit needs.
• Create and maintain runbooks, support guides, configuration documentation, and standard operating procedures (SOPs).
• Build knowledge articles to improve Tier 1 resolution rates and reduce repeat incidents.
• Identify recurring failure patterns and implement improvements to reduce incident volume and improve stability.
• Improve monitoring and alerting for platform health (services, indexing, storage, capacity, integration endpoints).
• Drive operational maturity: standard changes, automation of routine tasks, measurable service reporting.

Required Skills & Experience:

• Demonstrated hands-on experience administering and supporting Laserfiche and/or iManage in a production environment.
• Strong understanding of document management concepts: metadata and classification, search/indexing and retrieval, permissions/RBAC models, records/retention concepts.
• Experience supporting end-user and business workflows on document platforms.
• Strong troubleshooting skills across authentication/SSO and directory services (e.g., AD/Azure AD/Entra ID concepts), Windows Server services and application stacks, web applications, APIs/integrations, and client components, monitoring/logging and incident diagnostics.
• Experience with ITSM processes (incident, problem, change) and working to SLAs.
• Typically 3+ years in systems engineering, application support, or platform administration.
• Experience in a regulated or compliance-focused environment is preferred.
• Strong ownership mindset and ability to drive issues to resolution.
• Clear communicator with the ability to explain technical topics to non-technical audiences.
• Excellent documentation discipline and attention to detail.
• Comfortable working across time zones and coordinating with global teams and vendors.
• Ability to prioritise effectively in a high-volume operational environment.
• Bachelor’s degree in IT, Computer Science, or equivalent practical experience.
• ITIL Foundation (or equivalent service management experience).
• Vendor training/certification for Laserfiche and/or iManage (preferred, if available).
• Microsoft / Security fundamentals certifications are a plus.

CSC is committed to attracting, developing, and retaining talented people whose values align with ours. We empower our colleagues to bring the right solutions to market to meet client demand. That’s why we are the leading provider of business administration and compliance solutions.