Senior Systems Engineer

Job Description

Job Title:  Senior Systems Engineer

Location: Amsterdam, Luxembourg, UK, EMEA

Work schedule or timing: 8.30 AM to 5.30 PM CET/GMT

Work Model: Hybrid
 

Introduction to the role

The Senior Systems Engineer is a Tier 2 application support role combining technical troubleshooting with functional design, configuration, and user enablement for the organization’s document management platforms, primarily Laserfiche and iManage.

The role ensures the platforms operate reliably day‑to‑day, while also improving how business teams use them through well‑designed configuration, clear documentation, and effective training. This position works closely with business users, technical teams, and vendors to ensure the platforms meet operational, compliance, and usability needs.

Key Responsibilities: 

• Provide Tier 2 support for Laserfiche and/or iManage, resolving incidents related to functionality, configuration, permissions, integrations, indexing/search, and user experience.
• Perform advanced troubleshooting across platform components, escalating to technical specialists (Senior/Expert Engineers) or vendors when required.
• Participate in major incident resolution, providing functional insights and structured investigation.
• Maintain accurate service tickets with clear diagnostics, communication, and closure in line with SLAs.
• Configure platform features including:
  • Repository/workspace structures
  • Metadata schemas, templates, and taxonomies
  • Classification and naming standards
  • User workflows and forms (where applicable)
• Develop and maintain high‑quality documentation including:
  • Functional design documentation
  • Configuration notes and support guides
  • End‑user manuals and quick reference materials
  • Knowledge articles for Tier 1 and global support teams
• Keep documentation current, accurate, and aligned to platform governance standards.
• Deliver training sessions, onboarding materials, and guidance for business teams and document owners.
• Provide support and coaching on best practices for metadata, permissions, search, and content organization.
• Support adoption of new platform features, upgrades, or standardized patterns.

• Support role-based access control (RBAC) tasks including permission changes, troubleshooting, and periodic access reviews.
• Ensure platform configuration aligns with records management, compliance, and information governance policies.
• Assist in providing audit evidence for changes, configuration, and access.
• Identify recurring user issues or inefficiencies and propose functional or configuration improvements.
• Collaborate with technical and expert-level engineers on enhancements to performance, automation, and platform reliability.
• Support release readiness, testing, and verification for upgrades, patches, or significant configuration changes.

 Required Skills & Experience: 

• Experience supporting or configuring Laserfiche and/or iManage in production.
• Strong understanding of:
  • Metadata, templates, and classification
  • Permissions/RBAC
  • Search and indexing
  • Document lifecycle and content management
• Ability to translate business needs into functional platform structures.
• Solid Tier 2 troubleshooting skills (permissions, search/indexing, user issues, configuration impacts).
• Experience with ITSM processes (incident, change, problem).
• Typically 5+ years in application support, systems engineering, or document management roles.
• Experience in both technical troubleshooting and functional configuration.
• Familiarity with regulated or compliance-driven environments is preferred.
• Strong communication skills, able to support both technical teams and business users.
• High attention to detail, particularly around documentation and configuration.
• Customer-focused, with the ability to explain platform concepts clearly.
• Proactive approach to service improvements and user enablement.
• Bachelor’s degree in IT, Information Systems, Knowledge Management, or equivalent experience.
• ITIL Foundation or willingness to obtain.
• Vendor certifications for Laserfiche and/or iManage beneficial.
   

When applying for this role, please note that additional background checks may be carried out and an original of your criminal record (n*3) may be requested as evidence of integrity justified with regard to the specific needs of the position to be filled.