Introduction to 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. The role provides deep technical troubleshooting and administration, owns platform configuration and operational runbooks, and partners with business stakeholders, security, and vendors to ensure document services meet availability, compliance, and information governance requirements.
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. The proposed salary range for this position is €55,000 to €65,000 gross per annum. The final salary will be determined based on the successful candidate's skills, qualifications and experience, while also taking into account internal equity and our commitment to a fair, consistent and gender-neutral compensation framework.
Key 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 (e.g., storage, search/indexing, email, Office integrations)
- 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 (where applicable)
- 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)
- Where applicable, 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
Required Skills & Experience:
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
- 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, if available)
- Microsoft / Security fundamentals certifications are a plus
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.®
Visit our careers site to learn more about CSC and our commitment to our clients, communities, and each other.
CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued.
CSC colleagues have global career opportunities and excellent benefits, including annual success-sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers.
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,
CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process, will not be eligible to claim related fees and the submitted resumes will be considered property of CSC.
We encourage candidates to apply directly to our website and not through third-party sources.
Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.
- 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.
- Employees are eligible for Success Sharing, bonuses, or commission plans based on role and individual performance.
- CSC offers a competitive and comprehensive benefits package that includes annual leave, tuition reimbursement, referral bonuses, and more.
- As business needs allow, CSC offers hybrid or remote work schedules in alignment with local regulations. Specific details for this position will be discussed during the interview process.
Similar Jobs at CSC
What you need to know about the Charlotte Tech Scene
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
