Description/Job Summary

The Legal Applications Support Specialist will be responsible for providing second line support, troubleshooting, and administration for all applications across the firm. This role involves collaborating with IT teams and ensuring the efficient operation of Legal software and associated services within the organization. The Support specialist will work closely with the Application Support Team and other IT functions within the Department, to ensure smooth delivery of updates and new features.

Responsibilities/Duties

• Provide second level support for various applications and software, troubleshooting issues and ensuring minimal downtime

• Manage and resolve incidents through ServiceNow, ensuring timely and effective resolution

• Proven experience with Legal technology such as, iManage, Intapp etc.

• Perform routine checks and monitor systems to ensure security and performance

• Collaborate with IT team to develop and implement new software applications

• Follow processes to ensure software is updated in a efficient and safe timeframe

• Customer-focused with a commitment to delivering high-quality support

• Detail-oriented and able to follow established procedures

• Ability to work collaboratively within a team and learn new technologies quickly

• Proactive approach to identifying and addressing potential issues

• Excellent written, oral communication, and interpersonal skills, and ability to interact diplomatically with all levels of firm personnel

• Ensure compliance with organizational policies and industry standards

• Maintain accurate and up-to-date documentation of support procedures, configurations, and troubleshooting steps

• Contribute to the development of knowledge base articles for common issues

Required Skills

• Good analytical and troubleshooting skills with a demonstrated proficiency at technical problem solving/root cause analysis to identify issues

• Hands-on experience testing QA deliverables, reporting bugs and understanding the business process physically and systematically

• Able to lead complex discussions with developers and support teams, building consensus and creation action plans

• Experience with Microsoft 365 applications, including Teams, OneDrive, and Power Platform

• Experience with basic PowerShell scripting for automation tasks

• Must have user level experience iManage, Intapp

• Ability to see issues through to resolution

Preferred Skills

• Experience in supporting multiple applications across a global firm

Required Experience

• 3 + years of experience in providing support legal or other enterprise-wide applications

Required Education

• Bachelor's degree in information technology, Computer Science, or a related field

Details

Salary Information

NY only: The estimated base salary range for this position is $100k to $120k at the time of posting.

The actual salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job. This role is exempt meaning it is not overtime pay eligible.

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