Application Support Analyst

The Position

The Application Support Analyst is a mid-level expert in supporting, maintaining, and monitoring systems critical to the firm's operations and its tertiary applications. This user-support-focused role enhances users' experience with the firm's software suites, delivers resolutions to day-to-day issues, and provides end-to-end functional support to attorneys, legal staff, and business professionals. The analyst adheres to the firm's information governance policies and applies ITIL best practices while supporting core legal technology platforms, including iManage Cloud, the Intapp Risk Management Suite (OnePlace for Risk, Conflicts, Ethical Walls, Legal Holds), litigation support systems, and Litera One. The role operates in a cloud-first environment and supports the firm's ongoing digital transformation, with a focus on reliable, practical, and user-centered service.

Key Responsibilities

• Resolve complex end-user support issues across the firm's core legal technology platforms, including iManage Cloud, the Intapp Risk Management Suite (OnePlace for Risk, Conflicts, Ethical Walls, Legal Holds), litigation support systems, and Litera One.
• Provide day-to-day Tier 2 application support, troubleshooting, and issue resolution for attorneys, legal staff, and business professionals.
• Train peers and end users on current and new application functionality, ensuring successful adoption of supported platforms.
• Manage user access, roles, permissions, and ethical walls across all supported applications.
• Support information governance policies including document management, workspace provisioning, lateral transfers, and records retention.
• Interact with and support litigation management, e-discovery, and docketing systems that integrate with the firm's technology ecosystem.
• Create, update, and maintain system documentation, runbooks, and standard operating procedures.
• Assist with data and case mapping across supported platforms.
• Understand and support ITIL/ITSM best practices for incident, problem, and user request management.
• Engage in using JIRA & Confluence for ticketing, service management, and project work.
• Confer directly with end users to ensure a positive experience with supported applications and gather feedback for continuous improvement.
• Align with vendor release schedules and prepare end users for upcoming UI, feature, and functionality changes.
• Consult with IT Management on application support strategy, user experience enhancements, and information governance best practices.

Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field required; equivalent professional work experience will be considered.
• Relevant industry certifications (iManage, ITIL, ISO 27001, or other IT certifications) are highly valued.
• Minimum 3 years of relevant hands-on experience in application support or legal technology systems.
• Experience supporting legal platforms such as iManage Cloud, the Intapp Risk Management Suite, and Litera One.
• Familiarity with litigation support, e-discovery, and docketing platforms (e.g., Reveal/Logikcull, Milana/eDockets, or comparable systems).
• Proficiency in Microsoft 365 and common integrations for document and email management.
• Experience with ethical walls, legal holds, lateral transfers, and new business intake processes, a big plus.
• Familiarity with legal financial systems such as Aderant Expert or comparable platforms, a plus.
• Proficient in cloud technologies, hybrid environments, and legacy on-premises infrastructure.
• Proficient in collaboration platforms such as Box, Dropbox, SharePoint Online, and Microsoft Teams.
• Strong understanding of ITIL/ITSM frameworks and best practices for incident, problem, and change management.
• Excellent customer service skills with a proven ability to resolve end-user issues effectively and efficiently.
• Strong attention to detail with excellent analytical and problem-solving skills.
• Excellent verbal and written communication skills with the ability to interact effectively with attorneys, legal staff, and IT colleagues at all levels.
• Experience interfacing with vendors and customers in a professional services environment.
• Curiosity and passion for legal technology and continuous improvement.

Preferred Qualifications

• Experience with additional legal industry tools such as iManage, BigHand, scanning solutions, or comparable platforms.
• Experience with the Microsoft Power Platform.
• Knowledge of information governance policies, non-invasive data governance frameworks, and ISO 27001 best practices.
• IT-related certifications (iManage, ITIL, ISO 27001, CEDs, or similar) are a strong plus.