3rd Line IT Application Support Assistant

17 Jun 2019
12 Jul 2019
Job Type
Contract Type
The CILT Team

The CILT (Client Innovation & Legal Technology) Team was created in 2018 to focus on working with legal teams and clients to develop our outward facing technology solutions and further increase our innovation offering. We at Eversheds Sutherland understand the need to ensure the fundamentals are delivered across the firm, but also that there will be a growing need to look at emerging and innovative technology to allow the firm to continue to deliver a quality service to our Clients. The Team's main area of focus is on Client facing solutions as well as innovative legal solutions that will facilitate our Legal Teams in providing an efficient and increasing quality of service.

Main Purpose of Role:

The CILT Team Support & Administrator will be responsible for the day-to-day support and maintenance of our Client facing and legal technology solutions. They will lead and take ownership of any problems, issues and questions raised by our Clients and/or our Legal Teams all the way through from them being raised to being resolved. In addition they will be expected to take on regular maintenance activities that are required to ensure these solutions continue to run efficiently and remain fit for purpose.

They will be expected to support our Team of Product Owners by liaising with our external Suppliers and/or our offshore Development Team to help resolve any issues where applicable, as well as stay involved in any new features and enhancements and help to communicate these across the firm and to external Clients.

Putting good processes and procedures in place to help with issue resolution, tracking and accessing metrics will be key to ensuring success in this role, as well as clear communication, good stakeholder management and self-organisation and work prioritisation.

Primary Responsibilities of the Role

* Act as "front of house" and ensure our Clients are provided with a high quality service for any issues or questions they may have across the CILT application estate, including Collaborate, document automation, mobile apps, Client Hub, ShareDo, AI Contract Review, and other new applications that may be introduced in the future.

* Able to triage and problem solve issues to help identify and define appropriate next steps.

* Own and manage all issues straight through to resolution

* Take responsibility for any regular maintenance work required to ensure our application estate remains fit for purpose.

* Escalates issues accordingly to our Product Owners or Technical Teams.

* Where necessary liaise with our external Suppliers or Offshore Development Team or internal Technical Teams to ensure any issues requiring development work are carried out accordingly and to a high quality

* Establish and manage processes to ensure Client support is considered as part of launching new applications to our Clients and that these processes are documented and communicated accordingly.

* Help to review and test new features prior to launching to Clients

* Working collaboratively with our Product Owners to be aware of the evolution of our product estate and any potential new applications