Senior Relativity Help Desk Analyst
In today’s environment our clients’ abilities to respond to requests for information are more important than ever – and through people, processes, tools, and technology, we help them do so. Are you excited about exploring innovative ways to visualize data, use analytics, and help clients find relevant information in an ever-growing sea of emails and electronic documents? Do you have a legal or technology background and want to continue to grow your skills and abilities? We are a practice that brings together teams focusing on thought diversity, collaborative problem solving, and development of our professionals to enable our Government and Public Services (GPS) Discovery & Data Management Practice clients face litigation and other regulatory requirements with the resources to efficiently and effectively assist the government and respond to information requests. If you want to help clients make sense of their data and are passionate about keeping up with the latest data trends and technology sources, then our team would be a great fit for you!
As a Senior Relativity Help Desk Analyst, you will:
- Assist federal agency with responding to Freedom of Information Act (FOIA) requests.
- Assist with the new FOIA app version releases.
- Install hot fixes on a short notice.
- Assist with the testing of new FOIA app releases.
- Report testing results to the development team.
- Create and configure FOIA workspaces.
- Monitor the Relativity databases and processes from the background.
- Responsible for queue management.
- Responsible for job prioritization in Relativity.
- Monitor agents and servers’ statuses.
- Be available for upgrades after hours and weekends.
- Respond to emails from employees and customers seeking help with FOIA software- or computer-related issues.
- Log and monitor the progress of tickets.
- Learn the functions and back end of our software program so you can walk users through the steps to achieve specific goal.
- Aid the development team in conceptualizing updates and upgrades that will enhance users' experience.
- Walk customers through the steps to achieve a goal in our software on the phone.
- Maintain a high level of courteous customer service at all times.
- Monitor and administrate FOIA requests from receipt to production in an electronic case management system.
- Work independently and be accustomed to effectively and efficiently working at a high-performance level with minimal input from program leadership.
- Support Implementation and Operations Management best practices.
- Perform analysis and diagnosis of client issues.
- Demonstrate a foundational understanding of the client environment and overall project scope.
- Identify and solve problems using analysis, experience, and judgment.
- Work as part of a team and in a team environment that is process-oriented and deadline-driven.
- Use professional oral and written communication skills.
- Manage day-to-day interactions with clients and internal Deloitte team.
- Display leadership and business judgment in anticipating client/project needs and developing alternative solutions.
- Provide counseling/coaching, oversight, and support for delivery teams and staff.
The team
Deloitte’s Government and Public Services (GPS) practice – our people, ideas, technology and outcomes—is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.
Discovery is constantly evolving and changing as data volumes and sources continue to grow exponentially. We aim to help our clients solve their most pressing data management challenges by bringing key stakeholders together and helping them to navigate challenges such as cloud migration, implications of new technologies, evolving data sources, and pressure due to time constraints or regulatory requirements. Our practice has established itself as a leader in delivering the full spectrum of Discovery services to government agencies. Our teams apply eDiscovery leading practices and leverage analytics technology, as well as traditional legal research and writing, to assist government attorneys and agency staff through the litigation or information request process.
Our teams work with government attorneys on litigation readiness; to collect, process, analyze, review, and produce data; and to support discovery requests, depositions, hearings, and trials. Our team applies decades of experience and knowledge gleaned from thousands of cases to each stage of a litigation or dispute engagement, from case theory development and discovery to witness testimony. We use proprietary tools, methodologies, and technology—including data mining and mapping, electronic discovery, and computer forensic capabilities—to address our clients' needs.
Qualifications
Required:
- Bachelors degree required
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
- 5+ years of Forensic, Investigative, and/or Discovery industry related experience.
- 3+ years in a technical or functional lead role.
- Excellent customer service skills.
- Strong verbal communication and problem-solving skills.
- Able to work in a fast-paced environment.
- Experience mentoring and coaching others.
- Demonstrate strong judgment, problem-solving, and decision-making abilities.
- Experience with litigation support and civil litigation.
- Active directory experience.
- 4+ years' experience in IT-related position.
- 4+ years of eDiscovery or Litigation Support experience.
- 3+ years as a Relativity Administrator.
- 5+ years of SQL querying and scripting experience.
- Travel up to 20%
Preferred:
- Relativity Certified Administrator
- Relativity Processing Certification
- Relativity Infrastructure certification
- Relativity Analytics certification
- Nuix, Law Prediscovery, Concordance, Brainspace certifications.
- FOIAXpress experience is a plus
- FOIAonline experience is a plus
- Forensic, Investigative, and/or Discovery industry related experience