Technology Support Analyst (31021263)

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 113,000 colleagues serve people in more than 160 countries.

Our location in Lake Bluff, IL currently has an opportunity for a Technology Support Analyst.

Primary Job Function

The Technology Support Analyst assists the Legal Technology team in providing end user support for legal systems including, but not limited to

• Passport (legal matter management and ebilling system),
• iManage (document management),
• Global Entity Management System (entity management) and
• iMatter (legal matter management).

Core Job Responsibilities

• Functions as the Subject Matter Expert (SME) for analyzing and resolving Legal system support requests
• Review’s support tickets and emails, analyzes and triage issues, determine root cause(s) and works closely with the Legal Technology team, Business Technology Services, and other resources to resolve issues
• Provides Level 1 and 2 support leading day-to-day issue management, system incidents, troubleshooting errors
• Understands the capabilities of Legal systems and departmental business processes and how Legal systems can be used to facilitate their work processes for matter, document, and entity management
• Onboarding and offboarding of users, providing system usage guidance
• Support end user training in coordination Legal Technology team
• Document’s system enhancement list, prioritize an recommend system and process improvements with Manager, Legal Technology
• Assists with system testing and troubleshooting
• Monitor system performance, health checks, and verifying integrations are functioning as expected
• Assists with software upgrades, enhancements, installation, and projects
• Maintains system documentation to enable knowledge transfer within the Legal Technology team
• Track’s helpdesk requests to shared mailboxes
• Conduct ad hoc issue resolution sessions

Supervisory / Managerial Responsibilities

None

Position Accountability / Scope

• Work as directed by Manager, Legal Technology
• Work is reviewed to determine if desired results and objectives have been achieved
• Assists in facilitating the success of Legal systems for all Legal staff globally to support their matter, document, and entity management efforts
• Independently conceives and develops general approaches to the solution of systems problems which require application of basic technical principles
• Maintains productive relationships with peers and management personnel
• Exercises latitude in approach to problem solving

Education

• Bachelor’s degree in a technical discipline OR equivalent experience

Required Experience

• Minimum 1-2 years of experience in a system support role, particularly related to legal or comparable systems
• Good technical aptitude, able to readily understand and analyze complex system concepts and technical issues
• Highly customer service focused
• Strong verbal and written communication skills
• Excellent computer skills (particularly with MS-Office applications)
• Ability to work independently and as part of a team

WHAT WE OFFER

At Abbott, you can have a good job that can grow into a great career. We offer:

• Training and career development, with onboarding programs for new employees and tuition assistance
• Financial security through competitive compensation, incentives and retirement plans
• Health care and well-being programs including medical, dental, vision, wellness and occupational health
• Paid time off
• 401(k) retirement savings with a generous company match
• The stability of a company with a record of strong financial performance and history of being actively involved in local communities

Learn more about our benefits that add real value to your life to help you live fully: [Register to View]

Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and

strength to build your future. Abbott is an Equal Opportunity Employer, committed to employee diversity.

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