The Learning and User Experience Analyst, Technology Support Services will evaluate and perform a needs assessment on the working lawyer, legal secretary, and legal services staff to understand the end-user business practices and technical requirements. The Learning and User Experience Analyst will then disseminate that information to the appropriate technology team for evaluation and action. The Learning and User Experience Analyst takes time to understand users’ workflows, team collaboration needs, and work habits, and provides guidance to individuals or small teams so that they are gaining the full benefit of the technology. The Learning and User Experience Analyst conducts desk-side one-on-one instruction and group training as needs dictate, and may work with practice areas, departments, or office leadership to develop user adoption strategies for both current and planned technologies. The Learning and User Experience Analyst will perform all job duties with a commitment to providing superior service to clients, producing quality work products, and maintaining an atmosphere of teamwork and continuous improvement. Above all, the Learning and User Experience Analyst must fulfill the needs of the Firm in a manner consistent with the Firm’s visions and values.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Proactively meet and converse with end-users individually or in small groups from an office, practice group, or department to determine where opportunities exist to improve users’ experience and productivity with available technology or to utilize alternative solutions that might be a better fit.
Identify problems or shortcomings in technology, and then convey that information back to the application support team for consideration and potential action.
Work with end-users to establish best practices for technology use in the context of the users’ role, location, language, and other factors with the aim of improving the user’s experience.
Identify and educate end-users on process and quality improvements to maximize and streamline the user experience and knowledge of technology.
Collaborate with the technology training team to draft training materials for newly identified workflows and functionality.
Educate user communities, where necessary, to improve overall understanding of the Firm’s IT architecture, as well as how to obtain IT services, report problems, or request changes. Provide useful information in a simple way to enrich user experience and satisfaction.
Advocate for the user community by participating in each project phase (planning, design, testing, training, and support readiness) of Firm-wide technology initiatives.
Assist project teams in their evaluation of the early adopter feedback and recommend process and workflow changes as they relate to the user community.
Gather and assess end-user feedback and determine how to make appropriate updates to courseware for continued improvements.
ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES:
Active listening. Ability to gather data and information to help identify technology-or training-related issues or problems. Ask questions to draw out details that might not otherwise be shared.
Critical thinking. Ability to work with the appropriate teams to analyze information, evaluate a situation, isolate contributing circumstances, pinpoint what needs to be addressed, and offer the best solution.
Time Management. Ability to understand and communicate a resolution in a timely manner to those who reported the issue. Working with the established IT communication channel to alert office, practice, or department leadership of resolution.
Follow-through. Once the solution is implemented, ability to determine whether the problem has been resolved and the impacted user community is able to work without further delay or interruption.
Demonstrated competency with consistent, exceptional communication skills, both written and verbal.
Working knowledge of Microsoft Office Suite, Microsoft Outlook, iManage DeskSite, Legal MacPac, Change-Pro, and Citrix.
Jones Day is an Equal Opportunity Employer.
EDUCATIONAL/JOB EXPERIENCE REQUIREMENTS:
Bachelor’s Degree in English, Technical Writing, Computer Science, or related subject required.
Minimum of five years of experience in a training role in a law firm or professional services organization.
Microsoft Office Specialist, CTT +, or other training certification desired.
Ability to prioritize, schedule, and meet deadlines.
Work both independently and within a team.
Able to travel 50-75% both domestic and international.
Additional Salary Information: Commensurate with experience
About Jones Day
With more than 2,500 lawyers on five continents, Jones Day ranks among the world's largest law firms. Jones Day seeks to employ the most qualified people for every position in the Firm, continually delivering superior client service through professional excellence and teamwork. Jones Day offers competitive compensation, excellent benefits and career advancement opportunities in a stimulating work environment.