Practice Support Analyst

Reports to:  IT Administrator, Practice Technology Support Manager

Department: Information Technology

Exempt 

Job Purpose

Provides product and problem solving support for Firm-wide computer applications and office/practice specific automation solutions. Aligns with individual practices and becomes a subject matter expert for frequently used computer applications Ensures effective utilization of technology investments by creating and/or delivering skill development and enhancement workshops/seminars. Helps ensure compliance and evolve Firm best practices and workflows as relates to the use of automation. 

Responsibilities and Accountabilities

• Participates in and supports the Technology Coaching program by working with attorneys and staff to provide training and guidance on the effective use of the firm’s technology.
• Increases user productivity by providing guidance and instruction on utilizing Firm-delivered technologies.
• Provides recommendations for improvement of current application systems, configurations, data, and workflows to IT management as a result of end-user observation and feedback.
• Serves as escalation point for Firm Helpdesk Coordinators relative to user technical problems and questions. Resolves problems directly if possible, or further escalates the issues with a complete problem description to the appropriate support group. Arranges alternatives for user (“work-arounds”) until problem resolved.
• Assesses, develops and maintains practice specific and firm-wide classroom, on-line and customized training curriculum. Provides desk-side, classroom, and on-line instruction as requested.
• Promotes end user education by preparing answers to frequently asked questions and authoring technical support articles for publication in the firm’s various internal user publications.
• Assists in the development, documentation and maintenance of on-line help and quick-reference materials, working with the IT Training Manager, technical writer, and others to ensure on-line help is adequate for deployed applications.
• Utilizes the firm’s incident and trouble ticket software, identifying trends and issues, to formulate training and education initiatives which address the opportunities.
• In conjunction with Firm IT Quality Assurance Center, tests and evaluates new products and applications relative to functionality on current computer platform and impact to user base. Provides feedback, documentation and recommendations based on test results.
• Coordinates local focus groups and pilot test groups to evaluate new/updated computer systems within the firm’s computing environment. Negotiates the level of testing necessary, documents and promotes end user feedback, and provides recommendations to IT Management.
• Works with lawyers and staff to help maximize the utilization of technology, achieve a higher level of performance, acquire skills necessary for success, and increase billable time.
• Travels to other offices to provide onsite coaching, training and support as needed.
• Participates in IT support activities within the office as needed.
• Performs special projects as assigned. 

Minimum Qualifications Required

1. Education: Bachelor’s degree preferred.
2. Experience: Minimum of three years’ experience learning/developing/teaching/supporting computer applications. Excellent oral and strong written communications necessary. Strong organizational skills, including the ability to coordinate multiple tasks simultaneously. Strong service orientation. Law firm experience a plus. Working knowledge, or the ability to quickly acquire knowledge, for training and problem solving of firm supported applications such as Microsoft Office Suite, Interwoven, IPRO, Concordance, etc.

3. Other Minimum Qualifications: Frequent travel may be required. Availability and willingness to work hours as needed to meet critical deadlines. Proficiency with Microsoft Office Suite applications. Working knowledge, or the ability to quickly acquire knowledge, for training and problem solving of firm supported applications such as Interwoven, IPRO, Concordance, etc. Strong commitment to client service excellence and teamwork. Must possess the highest standards of ethical conduct and professionalism. Must act as catalyst for change, drive and own results. Creative and innovative. Excellent communication skills (oral, written and listening) and ability to collaborate effectively with diverse group of professionals. Sound judgment and flexibility. Ability to work well under pressure, patience, diplomacy, high stress tolerance, excellent interpersonal communication skills, ability to prioritize workload and adapt to changing conditions. Visual acuity needed to process and read extensive written communications. Ability to receive and convey detailed information through oral communication. Essential competency processes include language ability, reasoning and memory. To perform this job successfully, the incumbent must possess the abilities or aptitudes to proficiently perform each of the responsibilities and accountabilities described above, with or without reasonable accommodation.

This job description is only meant to be a representative summary of the major responsibilities and accountabilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.