Relativity Application Engineer

Job Responsibility: 

Relativity Application Engineer duties and responsibilities of the job: 

Relativity Application Engineer person is responsible for managing the maintenance, additional offerings, and resolution of incidents within the Relativity application and supporting systems. Relativity Application Engineer must be familiar with Relativity UI, server administration, networking, and SQL Server. The position demands an ability to manage multiple high-level tasks under pressure. 

Relativity Application Engineer roles are often responding to technical problems that occur abruptly and require immediate solutions. Knowing this, the following duties and responsibilities are generally included in the Relativity Application Engineer job description: 

Required 

• Strong English skills, both verbal and written 

• Current Relativity Certified Administrator (RCA) 

• Relativity Skills for configuring and troubleshooting: 

• Relativity Event Handler Express 

• Case Dynamics/Fact Manager 

• dtSearch and STR/highlighting best practices 

• Analytics (Structured, Conceptual, Classification) front end configuration best practices 

• Searching optimization and best practices 

• Batching and Batch Sets 

• Workspace performance optimization 

• Viewer troubleshooting (hit highlighting, relational fields, layout issues) 

• Relativity Desktop Client and Relativity Integration Points 

• Producing from Relativity: Productions, OCR, DAT, Opticon 

• Advanced view and layout configuration (multi-object inclusion) 

• Pivot Profiles, Summary Reports and Dashboard Creation 

• Field creation best practices 

• Bulk user creation 

• ARM (Archive and Restores)  

• Processing and Processing Console 

• Minimum of 3+ Years of eDiscovery technology or Application Support experience. 

• Knowledge of the EDRM model and how the model maps to components of Relativity application. 

• Skill in troubleshooting complex issues related to Relativity UI: 

• Views, layouts, field creations, production, OCR, analytics, dtSearch, import and exporting issues, search creation and execution, user management, search term reports and highlight, processing, Relativity applications, and other critical application functionality as needed 

• High Intermediate knowledge of MS Office Suite  

• Examples: 

• Excel –  Fluency in pivoting, VLOOKUP analysis, chart creation, conditional formatting 

• Word – Demonstrate layout experience, formatting knowledge such as document styles, document editing methodologies (track changes, commenting, etc.) 

• PowerPoint – Understand Master Slides, animations, object linking, slide types, speaker notes 

• Advanced plain text editor (UltraEdit, Notepad++, VSCode, VIM, Emacs, etc.) 

• Critical thinking knowledge and familiarity with the execution of Relativity standard Post-Installation smoke test  

• Knowledge of Relativity upgrade process and patching routines 

• Utilize enterprise tools 

• Monitoring: Uptrends, SolarWinds, in-house 

• Management: Remote Desktop Connection Manager, mRemoteNG, SSMS, vCenter, f5 UI 

• Deploying/Testing third party application including LSI, Blackout, Veritone, etc 

• Ability to run processes through either Windows Command Prompt or PowerShell 

• Familiarity with ITIL processes and experience working with a support ticketing system like ServiceNow, Salesforce or Zendesk 

• Ability to deliver regular training to colleagues. 

• Collaborative and able to work well with others including members of RTT and other teams (CS, IT, GSS, etc.) 

• Creative, analytical, and driven 

• Willingness to participate outside of standard work hours for both troubleshooting, support of upgrades and maintenance. 

• Ability to document advanced workflows for peers to follow   

• Ability to document solutions that solve problems and clearly present these solutions 

• Review and identify enhancements of new Relativity versions such as instance settings, agents, UI modifications, etc. 

• Enjoys complex problem-solving and collaboration 

• Skilled problem solver with ability to identify and/or resolve unforeseen issues and handle an extremely fast paced work environment. 

• Ability to participate as a project team member and make and enact recommendations for routine problem solutions  

• Ability to communicate and interact with internal and external partners to solve problems  

• Ability to participate as a productive team member through timely completion of assigned tasks  

• Ability to work independently as well as cooperatively as part of a team  

• Ability to accept and work on business tasks that the engineer may not agree with 

• Ability to independently resolve routine and non-routine problems  

• Server Administration: Event Viewer, Resource and Performance Monitor, Windows Configuration (Features & Options, Environment Variables), Computer Management (System Tools, Storage, Services & Applications) 

• Strong attention to detail 

• Bachelors or 4-year Degree in Computer Science, Information Systems, Information Technologies, or suitable demonstrated experience in lieu of degree. 

• T-SQL – 1.0+ years 

• Write queries against EDDS & Workspace DBs 

• Write and execute SQL CRUD commands. 

• Some familiarity with SQL Server system databases 

Desired 

• Relativity Expert or Master or demonstrated suitable experience 

• Development experience: 

• T-SQL – 2+ years 

• Write queries that parse XML while iterating through multiple databases 

• Extensive knowledge of SQL Server system functions 

• PowerShell – 1+ year 

• .net (C#) – 1+ year 

• Prior experience supporting a Commercial Off The Shelf (COTS) application in an enterprise environment 

• Advanced Server Administration including proficiency in: TCP/IP, DHCP, DNS, FTP, SSL, IIS, Certificate Management, Windows Services, Active Directory Server and Account Management, vSphere, SAN and NAS Storage 

• Prior roles in Project Management 

• Prior recognition of top performance within existing or prior organizations 

• Working experience with: Legal Hold, LSI, Blackout, Veritone, NexLP, Brainspace 

Job Duties 

• Regularly review the ServiceNow ticket queue and work on priority tickets. 

• Identifying and resolving technical issues.  

• Within Relativity maintain relativity license, resource pools, servers, agents, instance settings. 

• Create Relativity Event Handlers utilizing Relativity Event Handler Express 

• Providing technical support to teams within the organization, and to external clients when required 

• Join Critical Incident Response Team (CIRT) and run CIRT checklist for troubleshooting, with ability to troubleshoot beyond checklist to bring final resolution. 

• Regularly review the Service Now ticket queue and work on priority tickets. 

• Conduct team discussion for challenging project/ticket/Task. 

• Support project teams with the L2/L3 support of Relativity application issues. 

• Managing coordination at a local and international level where required and regularly provide knowledge sharing and use internal communication channel effectively. 

• Provide regular feedback to L1/L2 analyst to improve the knowledge. 

• Work with external vendors, primarily Relativity, on tickets. 

• Assist with workspace migrations to facilitate business growth. 

• Any new technical / challenging task discuss with Manager and prepare the documentation. 

• Maintaining and updating technical documents and procedures in team share point. 

• Regular maintenance and advancement of relevant  job skills and update skills matrix. 

• Participate in Daily Shift Handoff Calls 

• Test and deploy applications, event handlers and scripts. 

• Gain an advanced understanding of third-party applications which includes SQL tables, workflows, and best practices 

• Performs post upgrade testing of ARQ (internal) application 

• Preparing maintenance plans and upgrading schedules for the relativity application. 

• Prepare Pre-upgrade Runbook/Checklist. 

• Prepare Core and Non-Core application report and validation. 

• Prepare documentation or update in post-mortem challenges faced during Relativity upgrades. 

• Audit upgrade runbook/checklist points to ensure all steps were followed  

• Deploying/Testing relativity Hot fix & Rap file deployments 

• Work with Relativity Company to resolve issues 

• Review Relativity Release notes and identify enhancements such as, but not limited to, agents, features, and instance settings.