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Legal Software Support Analyst
2 months ago
The Legal Applications Support Specialist will play a crucial role in delivering advanced support, troubleshooting, and management for all software utilized within the firm. This position requires close collaboration with IT teams to ensure the seamless functioning of legal applications and related services throughout the organization. The Support Specialist will engage with the Application Support Team and other IT departments to facilitate the effective rollout of updates and new functionalities.
Key Responsibilities
- Provide advanced support for various software applications, addressing issues promptly to minimize disruptions.
- Oversee and resolve incidents using ServiceNow, ensuring timely and effective solutions.
- Demonstrated experience with legal technologies such as iManage and Intapp.
- Conduct routine system checks and monitor performance to maintain security and efficiency.
- Work alongside IT teams to design and implement new software solutions.
- Adhere to established processes for safe and efficient software updates.
- Maintain a customer-centric approach, dedicated to delivering exceptional support.
- Detail-oriented with the ability to follow established protocols meticulously.
- Collaborate effectively within a team and quickly adapt to new technologies.
- Proactively identify and resolve potential issues before they escalate.
- Exhibit excellent written and verbal communication skills, interacting diplomatically with all levels of personnel.
- Ensure compliance with organizational policies and industry regulations.
- Keep accurate and current documentation of support procedures, configurations, and troubleshooting methodologies.
- Contribute to the creation of knowledge base articles for frequently encountered issues.
Essential Skills
- Strong analytical and troubleshooting abilities with a proven track record in technical problem-solving and root cause analysis.
- Hands-on experience in testing quality assurance deliverables, reporting issues, and understanding business processes both physically and systematically.
- Able to facilitate complex discussions with developers and support teams, fostering consensus and developing actionable plans.
- Experience with Microsoft 365 applications, including Teams, OneDrive, and Power Platform.
- Familiarity with basic PowerShell scripting for automation tasks.
- User-level experience with iManage and Intapp is essential.
- Ability to see issues through to resolution.
Preferred Qualifications
- Experience in supporting multiple applications within a global organization.
Required Experience
- A minimum of 3 years of experience in providing support for legal or other enterprise-wide applications.
Educational Background
- Bachelor's degree in Information Technology, Computer Science, or a related discipline.
Compensation Details
The estimated salary range for this position is between $100,000 and $120,000. The actual salary offered will depend on various factors, including the qualifications of the individual applicant, years of relevant experience, level of education, certifications, and other professional licenses held.
