Application Support Analyst

The role

You will support and maintain legal technology systems used by attorneys, legal staff and business professionals at the firm. You will resolve end-user issues, train users and manage access and ethical walls across core platforms.

What you will do

• Resolve complex end-user support issues on core legal technology platforms
• Provide day-to-day Tier 2 application support and troubleshooting
• Train peers and end users on application functionality
• Manage user access, roles, permissions and ethical walls
• Support information governance policies, including records retention
• Support litigation management, e-discovery and docketing systems
• Create and maintain system documentation, runbooks and procedures
• Assist with data and case mapping across supported platforms
• Support ITIL/ITSM practices for incidents, problems and user requests
• Prepare end users for vendor release and feature changes

Required qualifications

• Associate's or Bachelor's degree in IT, Computer Science or a related field, or equivalent professional experience
• Minimum 3 years of hands-on experience in application support or legal technology systems
• Experience supporting legal platforms such as iManage Cloud, Intapp Risk Management Suite and Litera One
• Familiarity with litigation support, e-discovery and docketing platforms
• Proficiency in Microsoft 365 and common document and email integrations
• Proficiency in cloud, hybrid and legacy on-premises environments
• Proficiency in Box, Dropbox, SharePoint Online and Microsoft Teams
• Strong understanding of ITIL/ITSM frameworks
• Excellent customer service skills
• Strong attention to detail, analytical and problem-solving skills
• Excellent verbal and written communication skills
• Experience interfacing with vendors and customers in a professional services environment

Nice to have

• Experience with ethical walls, legal holds, lateral transfers and new business intake
• Familiarity with Aderant Expert or comparable legal financial systems
• Experience with additional legal tools such as BigHand or scanning solutions
• Experience with the Microsoft Power Platform
• Knowledge of information governance policies and ISO 27001 practices
• IT certifications such as iManage, ITIL, ISO 27001 or CEDs

Benefits

• Competitive salary and benefits package
• 401(k) retirement savings plan
• Medical, dental and vision coverage
• Disability and life insurance
• 401k match and generous PTO plan
• Ample opportunities for professional development and advancement
• Access to corporate discount plans

Before you apply

• Recruitment agencies must have a current signed fee agreement and portal access to submit candidates
• The firm participates in E-Verify and confirms work authorization for new hires

About the company

Wilson Elser is a national law firm with more than 1,400 attorneys across 46 offices. It is recognized among the top 100 law firms by The American Lawyer.