An international law firm based in Birmingham is now looking for a Legal Tech Analyst to join them on a permanent basis. The successful candidate will need to be in the office 3 days a week.
Primary Responsibilities of the Role:
- Reporting to the Legal Tech Client Support Lead, the Support Analyst will support the delivery of their Client service strategy in line with the firm-wide strategy.
- Embedding themselves within the firm as an expert in supporting and triaging legal tech issues and questions, bringing in the relevant advanced knowledge/skills as appropriate, and taking full responsibility for items through to resolution.
- Proactively works to deliver a high-quality support service, working with stakeholders, Team members, and Suppliers accordingly.
- Helping to support with upskilling external Clients in using their technology estate to ensure they can get the most benefits from them. To achieve this, the Support Analyst may be required to work collaboratively with the Product Owner and/or the practice group technology teams to share best practices and experiences on how to get the most value.
- Managing a busy workload daily with the ability to prioritise work and achieve time-sensitive deadlines, escalating accordingly.
- Building excellent relationships within the wider Team and practice groups to ensure Client service is maintained at a high standard.
- Assisting with the service introduction and embedding of new technology solutions to ensure the Client Support Team is upskilled and aware to offer 1st line guidance to their Clients.
- Is aware of and, where appropriate, deploys Agile project management methodologies and IT best practices to provide an excellent and efficient service to all stakeholders.
- Assisting with testing and understanding the impact of any upgrades across their estate and the Client implications to be able to handle any new types of queries. This may require working with the appropriate Suppliers and/or other Teams within the wider D&O Teams.
- Collaborating with the Risk, Security and IT teams to ensure that relevant IT and Risk policies are adhered to and that any legal technology matters are compliant with quality and procurement policies.
- Working with the wider Team and/or Practice Group Legal Technologists to support and act as an escalation point, whilst taking responsibility for overseeing things through to resolution in a timely fashion and that stakeholders remain updated.
Experience Required:
- Demonstrable experience in application support, working with technology platforms and providing 1st/2nd line support and issue resolution required.
- Demonstrable experience using analytical skills to understand problems and identify appropriate solutions.
- Awareness of ITIL and best practice
- Certifications in different technologies or professional qualifications would be highly desirable.
- Demonstratable experience working with legal technology platforms and products are desirable.
- Experience in legal or professional services would be desirable.
- Experience in delivery methodologies like Waterfall and/or Agile and Product Ownership would be desirable but not essential.
- Experience working in a partnership environment would be desirable but not essential.
