Senior Analyst: Application Support

Norton Rose Fulbright is a global law firm with more than 3,000 lawyers advising clients across locations in the United States, Europe, Canada, Latin America, Asia, Australia, Africa and the Middle East. We provide the world's preeminent corporations and financial institutions with a full business law service. With over 50 offices and 7,000 employees worldwide, our culture is the thread that connects us, as well as our values of unity, quality and integrity. Our strategy and culture are connected – defined by shared ambition, global collaboration and a one-team mindset.

The Finance Systems Team is responsible for supporting the core EMEA finance system (Aderant Sierra), including time, billing, expenses, vendors, tax and reporting. We are seeking a Senior Application Support Analyst, with Aderant and Finance Operations experience, to join our EMEA team. This is a key role in supporting the day-to-day function of the firm's EMEA finance systems and will provide essential assistance to finance operations and other system users, including senior stakeholders in the firm. This will include delivery of ongoing system and process improvement and testing and support for new users.

Key Responsibilities

• User Support: support application users, and respond to queries and requests from fee earners, secretaries and finance operations staff.
• Troubleshooting and Root Cause Analysis: identify, analyse and resolve application problems, and minimise errors and downtime.
• Work with third party support providers, IT and finance operations to resolve logged issues.
• Application Support: lead the provision of advanced technical support for financial systems, their SQL environment(s) and related customisations and integrations, and oversee running of regular systems routines such as month/year end processing.
• Systems Configuration and Administration: configure system enhancements and customisations in line with user requirements and act as an administrator for Aderant Expert, iTimekeep and BillBlast to ensure the systems are available and meet business needs.
• Continuous Improvement: understand user requirements and requests, identify opportunities for system enhancements and work with teams to analyse, develop, test and implement changes. Improve and develop procedures and processes for all stakeholders.
• Mentorship: coach junior team members and provide technical guidance to improve team capabilities.

Skills and Experience Required

• We are seeking a confident, proactive, and solutions-oriented individual with experience working with financial systems and finance operations.
• You will need to be able to communicate effectively with a range of stakeholders at all levels across the business, including for challenging and awkward systems issues and stakeholder requests.
• Ideally degree educated and/or 5+ years of experience in similar roles.
• Excellent customer/user service abilities, demonstrated by resolving complex user issues and working with challenging customers.
• Deep technical and/or application support experience and/or expertise in finance practice management systems (FPMS).
• Advanced SQL proficiency, as well as the ability to run queries unsupervised.
• Experience working within structured ITSM frameworks, such as ITIL.
• Experience within a large, global law firm or other professional services environment.
• Familiarity with core finance processes (general ledger, accounts payable, accounts receivable, budgeting, forecasting, reporting) ideal.
• Solutions-orientated and proactive approach to work.
• Willingness to upskill on the job through internal and external training.
• Able to demonstrate a high level of discretion, sensitivity and confidentiality.
• Team player – flexible and willing to take on extra responsibilities to support departmental or firm objectives.

Diversity, Equity and Inclusion

To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential. Our new enabled work model allows our people to have more flexibility in the way they choose to work from both the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people’s health and overall wellbeing.

We are proud to be an equal opportunities employer and encourage applications from individuals who can complement our existing teams. We strive to create an inclusive and accessible recruitment process for all candidates. If you require any tailored adjustments or accommodations, please let us know.