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About the Role
The Systems Engineer is a Tier 2 support and engineering role responsible for the reliability, security, and continuous improvement of the organization’s document management platforms, with a focus on Laserfiche and iManage. This position is ideal for an engineer who combines strong production support capability with a pragmatic engineering mindset—someone who can stabilize services, drive improvements, and guide users and teams toward effective adoption.
Responsibilities
- Provide Tier 2 support for document management platforms (Laserfiche and/or iManage), resolving incidents escalated from Tier 1 and owning issues through to closure
- Troubleshoot across platform, integrations, client components, authentication, permissions, and downstream dependencies
- Participate in major incident response, providing technical leadership, structured diagnosis, and clear stakeholder updates
- Contribute to root cause analysis (RCA) for recurring or high-impact incidents and drive corrective and preventative actions
- Administer and maintain platform configuration including repositories/workspaces, document types, metadata, templates, filing structures, retention settings, search/index settings, performance configuration, and capacity management
- Support platform upgrades, patches, and vendor releases (impact assessment, coordination, post-release verification)
- Implement, test, and validate configuration changes aligned to change management processes
- Assist with access reviews, audits, and controls evidence (logging, traceability, change records)
- Support workflow automation and routing (e.g., approvals, records routing, notifications)
- Coordinate with internal engineering teams and vendors to resolve integration defects and implement enhancements
- Assist in maintaining system documentation and operational evidence supporting internal and external audit needs
- Create and maintain runbooks, support guides, configuration documentation, and standard operating procedures (SOPs)
- Build knowledge articles to improve Tier 1 resolution rates and reduce repeat incidents
- Identify recurring failure patterns and implement improvements to reduce incident volume and improve stability
- Improve monitoring and alerting for platform health (services, indexing, storage, capacity, integration endpoints)
- Drive operational maturity: standard changes, automation of routine tasks, measurable service reporting
Requirements
- Demonstrated hands-on experience administering and supporting Laserfiche and/or iManage in a production environment
- Strong understanding of document management concepts: Metadata and classification, Search/indexing and retrieval, Permissions/RBAC models, Records/retention concepts
- Experience supporting end-user and business workflows on document platforms
- Strong troubleshooting skills across Authentication/SSO and directory services (e.g., AD/Azure AD/Entra ID concepts), Windows Server services and application stacks, Web applications, APIs/integrations, and client components, Monitoring/logging and incident diagnostics
- Experience with ITSM processes (incident, problem, change) and working to SLAs
- Typically 3+ years in systems engineering, application support, or platform administration
- Experience in a regulated or compliance-focused environment is preferred
- Strong ownership mindset and ability to drive issues to resolution
- Clear communicator with the ability to explain technical topics to non-technical audiences
- Excellent documentation discipline and attention to detail
- Comfortable working across time zones and coordinating with global teams and vendors
- Ability to prioritise effectively in a high-volume operational environment
Skills
- Laserfiche administration
- iManage administration
- Document management concepts
- Metadata and classification
- Search/indexing and retrieval
- Permissions/RBAC models
- Records/retention concepts
- End-user and business workflow support
- Troubleshooting authentication/SSO
- Troubleshooting directory services (AD/Azure AD/Entra ID)
- Troubleshooting Windows Server services
- Troubleshooting application stacks
- Troubleshooting web applications
- Troubleshooting APIs/integrations
- Troubleshooting client components
- Troubleshooting monitoring/logging
- Incident diagnostics
- ITSM processes
- Change management
- Problem management
- Service Level Agreements (SLAs)
- Documentation
- Communication
- Prioritization
Work Type
- Hybrid
- Remote
Experience Level
- 3+ years in systems engineering, application support, or platform administration
Education Level
- Bachelor’s degree in IT, Computer Science, or equivalent practical experience
- ITIL Foundation (or equivalent service management experience)
- Vendor training/certification for Laserfiche and/or iManage (preferred)
- Microsoft / Security fundamentals certifications are a plus
Salary/Compensations
- €55,000 to €65,000 gross per annum
Benefits
- Annual success-sharing bonuses or commission plans based on individual performance
- Global career opportunities
- Annual leave
- Tuition reimbursement
- Referral bonuses
About the Company
- CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide.
- We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues.
- We are the business behind business.®
- CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued.
- At CSC®, we’re always looking ahead, finding ways to innovate, challenge the status quo, and anticipate the needs of our clients.
- We exceed expectations by adapting client ambitions and goals as our own.
- This Fierce Client Spirit has helped us adapt and create solutions that have enabled businesses to run smoother and smarter for more than 125 years.
- It’s also the reason we’re the trusted partner of many of the world’s most successful organizations.
- CSC is committed to attracting, developing, and retaining talented people whose values align with ours.
- We empower our colleagues to bring the right solutions to market to meet client demand.
- That’s why we are the leading provider of business administration and compliance solutions.
- CSC is a great place to work with smart and dedicated people.
- We have won several employer recognition awards, including Top Workplace USA, Great Places to Work India, and Built In’s Best Places to Work.
- We offer fulfilling work and career opportunities. Most positions are filled with internal moves and employee referrals.
Equal Opportunity
- CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued.
- We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles.
- We encourage candidates to work closely with our talent acquisition partners to convey their specific needs.
- Our commitment to accessibility reflects our broader dedication to diversity and belonging,