Escalations Analyst
Core
Provide third-level technical support and guidance to product and operations teams for LEAP Legal Software, managing escalations from second-level helpdesk.
Role type
Senior IC Escalations Analyst (IT Support)
Builds
LEAP Legal Practice Management Software
Domain
LegalTech / IT Service Management
Deliverable
client delivery
Required skills
Technical troubleshooting, ITSM environment experience, incident prioritization, third-party software integration, release testing coordination, trend analysis
Preferred skills
Intune exposure, JIRA proficiency, Salesforce knowledge, AWS certification
Technologies
LEAP, JIRA, Salesforce, Intune, AWS
Responsibilities
Troubleshoot live client environments; collect complete incident facts; prioritize incidents by severity; communicate with third-party providers; assist in release testing; provide advanced guidance to second-level teams; update client-facing teams on incident status; communicate priority changes to dev teams; identify helpdesk trends.
Seniority
Mid-to-Senior, hands-on IC
