Technical Consultant - Legal Technology

Harbor is seeking a Technical Consultant to join our Australian team within our Enterprise Solutions practice group. The Technical Consultant ensures successful client engagements and consistent client satisfaction in both production issue resolution and continual improvement tasks.  The Technical Consultant will work closely with a team of skilled individuals from a variety of technical and professional backgrounds across multiple time zones.  Providing an excellent customer experience is an integral part of this role.   This is a remote based position with the potential to be hybrid in Australia. 

Job Duties and Responsibilities: 

• Perform updates for the Elite 3E platform  
• Provide technical consulting around various platforms 
• Assist with support across various platforms 
• Provide application guidance to clients and collaborate with users to achieve their business needs. 
• Analyse and resolve complex application and data integrity issues. 
• Document processes and procedures as required by clients. 
• Prepare test cases and perform QA testing on application enhancements. 
• Stay current with application releases. 
• Requirement for on-site visits should the need arise. 
• Provide mentorship and guidance to more junior team members. 
• Contribute to the work of the wider team, including: 
• Serve as a point of contact for clients, addressing concerns, and resolving issues. 
• 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).  
• 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 equivalent combination of experience and education. 
• 3+ 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, Intapp, iManage, Aderant and NetDocuments and/or experience in a law firm or legal services environment. 
• Preferred knowledge of SQL and 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.