Practice Innovation Product Support Specialist
- Recruiter
- Ryder Reid Legal Limited
- Location
-
England, London, City of London
London (City of)London (Greater)
- Salary
- Negotiable
- Posted
- 17 Nov 2022
- Closes
- 16 Dec 2022
- Ref
- JO0000003777
- Job Title
- IT Director
- Category
- Legal
- Contract Type
- Permanent
- Hours
- Full Time
Exciting new opportunity to join the London office of a growing US law firm as a Practice Innovation Services Product Support Specialist. The Practice Innovation Services Product Support Specialist will perform first-level support and product management functions for a new online service offering. This role is an integral part of the KM team and works closely with Research Services, Information Governance, Client Service, User Experience and Legal Training & Development.
Primary responsibilities include, but are not limited to:
Track and manage internal and third-party application development or systems infrastructure change requests, including the related budgeting processInteract with outside developers, clients and their teams of attorneys and legal support staff, IS and KM team members to help them with their questions regarding use of the platformAssist in onboarding and provide ongoing support with other team members to effectively and efficiently solve users' issuesUnderstand user pain points, clearly communicate their concerns internally and help influence product decisions that will create a better user experienceHelp develop and implement a customer success plan to better serve the firm's users at scale which might include knowledge, training, marketing, and customer success tacticsCreate and maintain project planning documentation, including business end-user requirements, user and administrative workflows, key performance indicators and quality assurance proceduresAssist with coordination of training, support, documentation and resource material in support of processes and systemsAll other duties as assigned or required
The ideal candidate for this Practice Innovation Services Product Support Specialist position will have solid relevant experience with engaging with end-users to provide support of online services, including troubleshooting, preferably in a legal or professional services organisation. You must have excellent project management and time management skills and be highly detail orientated. You will be a logical thinker and problem solver, with the ability to work in a demanding environment to tight deadlines. Excellent communication skills are required, along with a professional, enthusiastic, and flexible approach. If you fit the above description, then please contact Ryder Reid for immediate consideration.
Primary responsibilities include, but are not limited to:
Track and manage internal and third-party application development or systems infrastructure change requests, including the related budgeting processInteract with outside developers, clients and their teams of attorneys and legal support staff, IS and KM team members to help them with their questions regarding use of the platformAssist in onboarding and provide ongoing support with other team members to effectively and efficiently solve users' issuesUnderstand user pain points, clearly communicate their concerns internally and help influence product decisions that will create a better user experienceHelp develop and implement a customer success plan to better serve the firm's users at scale which might include knowledge, training, marketing, and customer success tacticsCreate and maintain project planning documentation, including business end-user requirements, user and administrative workflows, key performance indicators and quality assurance proceduresAssist with coordination of training, support, documentation and resource material in support of processes and systemsAll other duties as assigned or required
The ideal candidate for this Practice Innovation Services Product Support Specialist position will have solid relevant experience with engaging with end-users to provide support of online services, including troubleshooting, preferably in a legal or professional services organisation. You must have excellent project management and time management skills and be highly detail orientated. You will be a logical thinker and problem solver, with the ability to work in a demanding environment to tight deadlines. Excellent communication skills are required, along with a professional, enthusiastic, and flexible approach. If you fit the above description, then please contact Ryder Reid for immediate consideration.