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Service Desk Analyst II - Licensing and Procurement

| Chicago
At Relativity, we make software to help users organize data, discover the truth, and act on it. Our e-discovery platform is used by more than 13,000 organizations around the world to manage large volumes of data and quickly identify key issues during litigation, internal investigations, and compliance projects.
Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.
The Service Desk Analyst II – Licensing and Procurement is the first point of contact for Relativity users contacting the IT Service Desk with requests for moves, adds, removals, or changes to application or resource access. This individual will provide level 1 support by monitoring input channels and handling the resulting incidents, service, and knowledge requests. The Service Desk team works under steady direction of managers and senior team members using established incident/problem management and request fulfillment processes using the ITIL and other frameworks/methodologies. 
Role Responsibilities:
- Resolve requests, incidents, and answer knowledge questions within SLAs while providing the highest level of customer service
- Manage vendor relationships and oversee order placement
- Price negotiations, purchase order creation, order tracking and management
- Track overall spending for the IT department for software and supplies
- Maintain licensing (renewals, purchases, management)
- Contribute to knowledgebase according to standards set by ITSM team
- Proactively manages level 1 backlog to meet and exceed customer service levels
- Proactively recommends solutions, processes, and capabilities that will improve the user experience, enable user productivity, optimize or automate processes
- Ensure complex requests are escalated to proper squads
- Ensure all work is thoroughly documented in the appropriate format (tickets, knowledgebase, etc)
- Shares in core Service Desk responsibilities, which include:
- Monitoring all channels for IT incident, request or knowledge tickets
- Familiarity with contents of the IT Service Portfolio
- Ability to categorize, prioritize, troubleshoot, resolve or escalate all non-Salesforce tickets
- Follow ticket closing process for all tickets
- Perform communication and documentation tasks as required for Major Incidents
- Keep current on ITIL and other utilized service related frameworks/methodologies
- Give input as to general team process improvements and automation
Minimum Qualifications:
- Associate’s Degree in related discipline (Computer Science/Engineering/Finance preferred)
- Minimum 2 years of customer-facing experience, preferably in a Service Desk role within an 800+ employee environment
- Minimum 1 year in software procurement, licensing or vendor management
- Ability to pass the ITIL Foundations certification within the first year of employment
- General knowledge in 2 or more of the following: Desktop Support Technology, Cloud based application support and usage, Salesforce, JIRA, Confluence, Workday, infrastructure, networking, project management, or BA or in-depth knowledge in one of these areas
- General Desktop software knowledge - Microsoft Office, modern browsers, hardware, software, and networking concepts
- General employee productivity software/tool knowledge - Lucidchart, Surface Hub
- Proven customer focus and service skills with an enthusiasm for technology
- Ability to be effective in a fast-paced, changing environment managing multiple priorities
- Excellent communication, technical documentation, and analytical problem-solving skills
- Self-motivated achiever with an excellent attention to detail
- Great Interpersonal and teamwork skills
- Ability to work independently and as part of a team
Preferred Qualifications:
- Previous experience using a Service Management system
- ITIL Foundation Certification as well as 1 or more of the following certifications: ITIL Intermediate Lifecycle, ITIL Capability modules, ITIL Practitioner Certifications, Other frameworks like Six Sigma for Service
- General Operating Systems knowledge - Windows 10, OS X, iOS, Android 

Relativity has over 160,000 users in 40+ countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and all of the Am Law 200. Relativity's cloud solution, RelativityOne, offers all the functionality of Relativity in a secure and comprehensive SaaS product. Our company has also been named one of Chicago's Top Workplaces by the Chicago Tribune for seven consecutive years. If you’re ready to grow with us, we’d love to hear from you. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • ScalaLanguages
    • AzureLanguages
    • ChefLanguages
    • PowershellLanguages
    • JenkinsLanguages
    • Node.jsFrameworks
    • MySQLDatabases

Location

We’re a community of passionate, life-long learners tackling challenging problems. We care about each other and about our community.

An Insider's view of Relativity

How does your team reward individual success?

Rewarding success is one of my favorite parts of my role. Formally through annual bonus plans, thank you notes in our HR system and of course through promotions. I also like to submit nominations to be recognized at company meetings and spotlights in department newsletters. We move fast at Relativity it’s nice to slow down and just say thanks!

Jessica

Operations Manager, Customer Success and Support

How do you collaborate with other teams in the company?

On the Certification team, I develop exams and study content for our end users. To ensure that our exams are valid, I work with almost every team embracing their expertise and industry knowledge into the development process. It takes continuous interdepartmental collaboration to keep exam content accurate as the Relativity platform evolves.

Sean

Certification Specialist

How has your career grown since starting at the company?

As an Application Support Specialist, I have increased my technical knowledge in SQL database management, Network Administration, and Server Infrastructure. Prior to coming to Relativity, I had zero knowledge of e-Discovery, and now provide On-site training to our clients teaching them about the various e-Discovery tools Relativity has to offer.

Kamal

Application Specialist II

How do you empower your team to be more creative?

We have a semi-annual Hackathon where our engineers get to work on their own feature ideas for 3 days. The ideas that emerge have blown our minds and eventually become part of the product. In addition to design sessions that each team has, we also regularly have Relativity talks. These talks are a great way for engineers to share their experience.

Cindy

Manager, Software Engineering

What are some social events your company does?

Our annual user conference, Relativity Fest, is such a tremendous opportunity to get one on one face time with our partners. Fest draws 2,000 platform users and practitioners from all different facets of the industry and being able to connect with them and hear their stories is extremely powerful.

Michael

Platform Account Manager

What are Relativity Perks + Benefits

Relativity Benefits Overview

We have a great selection of benefits from very competitive insurance plans to fun office perks!

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Bonuses are based on a combination of how the company performs as well as how the individual performs.
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Everyone starts with 18 days of PTO, plus 11 paid holidays every year. Our office is also closed between Christmas and New Years, which does not take away from your PTO balance.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Tax-free transportation opportunities.
Company Outings
We have our annual Summer Jam (picnic that includes friends and family), our User Conference - RelativityFest, and a holiday party each year.
Game Room
Our Cafe houses ping-pong, foosball, and a variety of arcade games - including Killer Queen (a multi-player game that is one of few in the country).
Stocked Kitchen
We have tea, coffee (including fancy espresso machines), a variety of LaCroix, soda, and many other things. We also have fresh fruit delivered twice a week in our pantry areas.
Some Meals Provided
Meals are often provided during morning or afternoon training sessions. There is also always plenty of leftover food from such meetings that employees can dive into after the attendees are finished.
Happy Hours
Different for each team, but always a great time!
Recreational Clubs
RelWOW (Relativity Women of the Workplace), Several Intramural Sports Teams (kickball, softball, volleyball, etc.), Vertikal (climbing group), Working Moms Group, Queeries, and several more.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
All full-time employees (non-contract) receive $3,000/year to pursue professional development opportunities.
Diversity Program

Additional Perks + Benefits

We also offer a Divvy bike share discount, have Fooda discounts in the office, and offer DRYV Laundry Service for those who have workout clothes that need washing!

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