Document Management Support Analyst (Analyst)

Type of contract

Full Time

Location

Gurugram (Delivery Platform), India

Service line

Innovation

• *Role:** Document Management Support Analyst (Analyst)

• *Experience:** 2\-3 Years

• *Location:** Gurgaon and Pune

• *Business Services Team Overview**

Our Business Services team is a collective of creative, strategic, forward\-thinking business enablers. Together the People \& Culture, Marketing \& Communications, IT, Operations, Finance and Quality \& Risk Management teams make it their mission to ensure Forvis Mazars has the right tools, technology, strategies and services in place to deliver exceptional client service and future\-proof our growing firm.

• *Job Purpose**

• The Document Management Support Analyst is responsible for the day\-to\-day operational support of the firm’s document management systems and document\-related capabilities. Reporting to the Digital Services Manager, the role owns incidents, service requests, user enquiries, routine administration and operational service activities across M\-Files, DocuSign and the wider software estate where documents are concerned.*

The role provides responsive support to UK business users, investigates and resolves issues, fulfils requests, maintains support documentation and works with suppliers and technical teams where escalation is required. Tickets are managed through to resolution, users receive clear updates and recurring issues are identified for problem management or service improvement.

Working closely with the Document Management Technical Product Owner, the role contributes operational knowledge to projects, enhancements and upgrades; supports testing and deployment; and owns support readiness, knowledge transfer and transition into BAU. Strategic product ownership, roadmap direction and solution design remain with the Technical Product Owner.

Information Governance policy ownership remains outside the role. The Support Analyst helps operate and support technical controls introduced to meet agreed requirements and escalates control failures, system limitations and user\-impacting issues to the appropriate technical and governance owners.

The role is based in India within a Forvis Mazars office, with a minimum expectation of three days per week in the office. Working hours must align to the UK business day to provide effective support and collaboration with UK users, stakeholders and technology teams.

• *Key Accountabilities**

• *Area** **Accountabilities**

• *BAU service ownership** Own day\-to\-day support for M\-Files, DocuSign and document\-related capabilities across other business systems.

Act as the primary operational owner for incidents, requests, user enquiries and recurring service issues.

Maintain support boundaries, escalation routes, operating procedures and service ownership information.

Provide service insight to the Digital Services Manager and Technical Product Owner.

• *Incident and request management** Manage incidents and requests from logging through investigation, communication, resolution and closure.

Prioritise work according to business impact, urgency and agreed service levels.

Maintain accurate ticket records, troubleshooting evidence and closure information.

Identify trends and repeat incidents requiring problem management, improved knowledge or product change.

• *User support and customer service** Support users with document creation, storage, retrieval, metadata, workflow, approval, access, signing and retention\-related functions.

Explain technical matters clearly and keep users informed throughout resolution.

Build strong relationships with UK users and Business Product Owners from the India\-based support capability.

Capture feedback to improve support processes and service quality.

• *Platform administration** Perform approved routine administration across supported systems.

Support user access, permissions, templates, configuration data, queues and workflow monitoring.

Complete defined health checks, housekeeping and service monitoring.

Ensure administrative changes are authorised, documented and auditable.

• *Problem management and improvement** Investigate recurring issues and contribute evidence to root\-cause analysis.

Develop workarounds, knowledge articles and preventative actions.

Recommend support, monitoring, configuration or process improvements.

Track agreed service improvement actions and their outcomes.

• *Project and change support** Support projects, enhancements and upgrades led by the Document Management Technical Product Owner.

Contribute operational requirements, known issues, dependencies and user insight.

Assist with testing, data validation, release communications and early\-life support.

Own support readiness, runbooks, knowledge, monitoring, training and handover into BAU.

• *Information Governance operational support** Work with Information Governance and Records Management teams as operational stakeholders and requirements owners.

Support approved technical controls for classification, retention, access, legal hold, auditability and disposal.

Investigate and escalate failures without assuming ownership of governance policy.

Maintain operational evidence and support documentation for implemented controls.

• *Supplier and escalation management** Raise and manage support cases with platform suppliers and partners.

Provide diagnostic evidence, business impact and reproduction information.

Track escalations and communicate progress to users and stakeholders.

Validate fixes and capture resolution knowledge internally.

• *Knowledge management** Maintain support procedures, runbooks, FAQs, knowledge articles and known\-error records.

Update documentation after incidents, releases and service changes.

Share knowledge with the Service Desk to improve first\-contact resolution.

Reduce reliance on individual knowledge through repeatable documentation.

• *Role\-Specific Responsibilities**

• *Capability** **Responsibilities**

• *M\-Files support** Provide BAU administration and support for M\-Files users, vaults and related services.

Investigate metadata, object type, workflow, view, permission, access and integration issues.

Support releases and enhancements through testing, knowledge updates and early\-life support.

Escalate complex defects and product changes to the appropriate owner or supplier.

• *DocuSign support** Provide BAU support for users, templates, envelopes, permissions and agreed administration.

Investigate signing, access, workflow, template and integration issues.

Support user guidance, testing, release activity and adoption.

Maintain service documentation and known solutions.

• *Other document\-enabled systems** Support document capabilities within SharePoint, network structures, workflow platforms and other applications.

Coordinate resolution where issues span systems, interfaces or ownership boundaries.

Help users with storage, retrieval, approval, collaboration and access issues.

Escalate gaps in ownership, documentation or service arrangements.

• *BAU and project transition** Represent operational support in Technical Product Owner\-led change.

Ensure new services have ownership, support processes, documentation, monitoring and escalation routes.

Coordinate knowledge transfer into Digital Services and the Service Desk.

Own post\-release support and early\-life monitoring.

• *Technical and Professional Skills**

• *Essential capability** **Expected evidence**

• *Application support** Experience supporting enterprise applications within a structured service management environment.

• *Document technology support** Experience supporting M\-Files, DocuSign, SharePoint or comparable content and electronic\-signature platforms.

• *Incident and request management** Ability to manage tickets end to end, prioritise effectively and maintain high\-quality records.

• *Technical troubleshooting** Ability to diagnose functional, configuration, access, workflow, integration and user issues.

• *Platform administration** Experience completing controlled access, permission, template, configuration or housekeeping activities.

• *Customer service** Strong customer focus and the ability to support UK users remotely and professionally.

• *Testing and change support** Experience supporting testing, release activity, early\-life support and transition into BAU.

• *Governance control support** Understanding of how document controls may be operated through technology while working with accountable policy owners.

• *Knowledge management** Ability to create clear runbooks, procedures, knowledge articles and user guidance.

• *Supplier collaboration** Ability to raise effective vendor cases, track escalations and validate fixes.

• *UK\-hours collaboration** Ability to work from India in alignment with UK business hours and collaborate across locations and teams.

• *Person Specification**

• Service\-focused technology professional who takes ownership through to resolution.
• Comfortable supporting business\-critical applications and managing competing ticket priorities.
• Strong customer\-service mindset with clear communication for UK users and stakeholders.
• Methodical troubleshooter able to isolate causes and engage appropriate resolver teams.
• Collaborative with Digital Services, the Technical Product Owner, Service Desk, suppliers and Information Governance stakeholders.
• Committed to accurate documentation, controlled administration and continual improvement.
• Able to contribute to projects while owning operational readiness and BAU support outcomes.
• Available to work UK business hours and attend a Forvis Mazars office in India at least three days per week.
• Professional, reliable and aligned to Forvis Mazars values.

• *Measures of Success**

• *Outcome** **Examples of evidence**

• *Tickets are managed effectively** Incidents and requests are prioritised, progressed, communicated and resolved with accurate records and clear ownership.

• *Users receive a strong service** UK users receive responsive, professional support and practical guidance.

• *BAU services remain stable** Supported platforms are monitored, administered and maintained through clear operational processes.

• *Recurring issues reduce** Ticket trends lead to workarounds, problem investigation, improved knowledge or product backlog items.

• *Projects transition successfully** Changes enter BAU with documentation, knowledge transfer, monitoring, escalation routes and early\-life support.

• *Governance controls are supported** Implemented controls are supported effectively and failures are escalated to the relevant owners.

• *Knowledge quality improves** Runbooks, support procedures and guidance remain current, accessible and useful.

• *Supplier escalation is effective** External cases include appropriate evidence and result in validated fixes or documented workarounds.

• *UK\-hours coverage is reliable** The India\-based role provides consistent support during the UK business day and meets the office\-presence expectation.

At Forvis Mazars, we embrace diversity and are committed to fostering an inclusive culture where everyone feels valued, heard, and empowered. We provide equal opportunities for growth and advancement, regardless of background, identity, or experience. Join a global team where your unique perspective helps shape a more equitable and innovative future. If you’re ready to make an impact and elevate your career, we’d love to hear from you.