Cooley is seeking an Intranet Support Specialist to join the Knowledge Management team. Working directly with the firm’s users across offices and practice areas, and other members of the Knowledge Management team, in collaboration with the Information Services teams generally, the Intranet Support Specialist will perform first-level support and product management functions for the intranet and team site collaboration platform. Specific duties include:
Independently triage and resolve service desk tickets related to the intranet and collaboration platform (CooleyNet and Cooley Collaborate).
Engage with end users to prioritize and complete SharePoint requests and translate into business requirements as needed.
Responsible for tracking and managing internal and third-party development or change requests, including the related budgeting process and responsible for serving as the point of contact back to the business.
Engage with users to resolve questions regarding use of the platforms.
Responsible for onboarding and providing ongoing support with other team members to effectively and efficiently solve users’ issues.
Responsible for understanding user pain points, clearly communicate their concerns internally, and help influence product decisions that will create a better user experience.
Develop and implement a customer success plan to better serve our users at scale, which might include knowledge, training, marketing, and customer success tactics.
Create and maintain project planning documentation, including business end-user requirements, user and administrative workflows, key performance indicators and quality assurance procedures
Responsible for coordination of training, support, documentation and resource material in support of all processes and systems within the SharePoint ecosystem.
Candidates must have 3+ years’ experience working in a legal services environment with preference to experience in AMLAW 200 law firm or in-house legal department with greater than 50 attorneys. Also required is a current knowledge of industry-accepted best practices and trends. Experience with standard project management methodologies, business analysis methodologies and user interface design are preferred. Successful candidates will be customer service focused and must able to function in a dynamic environment subject to impromptu changes in schedules and priorities.
Cooley offers a competitive compensation and excellent benefits package. EOE.