Document Management Support Analyst (Analyst)

About the role

The Document Management Support Analyst is responsible for the day-to-day operational support of the firm’s document management systems and document-related capabilities. Reporting to the Digital Services Manager, the role owns incidents, service requests, user enquiries, routine administration and operational service activities across M-Files, DocuSign and the wider software estate where documents are concerned.

What you'll do

• Own day-to-day support for M-Files, DocuSign and document-related capabilities across other business systems
• Act as the primary operational owner for incidents, requests, user enquiries and recurring service issues
• Maintain support boundaries, escalation routes, operating procedures and service ownership information
• Provide service insight to the Digital Services Manager and Technical Product Owner
• Incident and request management

What you need

• 2–3 years in customer support & success
• Customer service
• Escalation handling
• Communication
• Root cause analysis
• Any graduate