Own the lifecycle of firm applications, including configuration, upgrades, maintenance, and optimization
Partner with stakeholders to design and improve workflows and system processes that drive efficiency across departments
Provide Tier 3 support for application issues, integrations, and data-related challenges
Monitor and support integrations across systems (e.g., DMS, O365, time & billing, practice management tools)
Administer user access, roles, and permissions in alignment with firm security standards
Create and maintain clear technical documentation, user guides, and knowledge base materials
Develop and deliver training programs tailored to varying user skill levels and departments
Collaborate with vendors and internal teams to resolve issues and implement enhancements
Support audits, security reviews, and change management processes

Requirements

Bachelor’s degree in IT, MIS, Computer Science, or equivalent experience
Minimum 3+ years of experience in a law firm or supporting legal software (required)
Strong ability to communicate effectively across multiple levels of the organization, including non-technical users, attorneys, and leadership
A unique combination of analytical problem-solving skills and a training/enablement mindset
Experience creating and improving workflows, processes, and system efficiencies
Ability to adapt training styles and communication methods to meet diverse user needs
Strong troubleshooting skills across applications, integrations, and system performance
High level of organization, accountability, and follow-through
5+ years of application support experience (law firm experience strongly preferred)
Experience with enterprise applications, upgrades, configurations, and end-user support
Familiarity with Active Directory, Azure, and Office 365
Experience supporting integrations and identity/access management
Scripting or automation experience in Windows environments is a plus

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

application supportsystem integrationsworkflow improvementtroubleshootingscriptingautomationconfiguration managementdata managementuser access managementtraining program development

Soft Skills

analytical problem-solvingeffective communicationadaptabilityorganizationaccountabilityfollow-throughcollaborationtraining/enablement mindsetstakeholder engagementuser-centric approach