IT Knowledge Management Analyst

IT Knowledge Management Analyst

POSITION SUMMARY

The primary responsibility of the IT Knowledge Management Analyst is to help the Firm get the most out of its Knowledge Management (KM) systems by working directly with legal, paralegal, and IT staff.  The IT KM Analyst will acquire an advanced technical understanding of the Firm’s KM systems and awareness of how they are used in order to address data integrity issues, assist with reporting and information governance and provide tier II support.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 
Looking for someone who enjoys coming up with creative solutions to complex/unique problems.

• Gain an advanced understanding of various KM systems and progress towards providing second level support for those systems.

• Monitor the usage of KM systems by running existing reporting queries and:
  • Determine when information governance and data retention policies may apply;
  • Train users who may not be using the full feature set of the DMS;
  • Consolidate or remediate duplicative entries or bad data in KM and other systems; and
  • Work with senior IT members to continually improve on the quality and scope of the reports.
• Provision sites on the Firm’s extranet when non-standard configurations are required.
• Assemble summary reports and share them with appropriate parties on a scheduled basis.
• Regularly engage matter teams to:
  • Offer general assistance, such as creating or deleting Workspaces, and moving or refiling document sets;
  • Address data management concerns as they arise;
  • Manage the security control lists of documents and Workspaces;
  • Share information regarding any unique circumstances; and
  • Determine when the status of a matter changes so that relevant systems can be updated accordingly.

• Support the implementation of upgrades and feature enhancements to KM systems, including:
  • Testing and documenting new features, integrations, and current state regression testing

• Open support tickets with third-party support teams for issues that cannot be resolved in-house.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Demonstrated ability to learn new technologies through experience or education.
• Experience with two or more of the following systems and technologies:  iManage, ProsperoWare Milan, HighQ Collaborate, Decisiv Search, SQL, VBA or PowerShell.
• Excellent oral and written communication skills.
• Excellent documentation skills and experience with the technical documentation development process.
• Strong analytical, problem-solving and decision-making skills.
• Experience communicating technical information to non-technical people.
• Ability to multitask in a fast-paced environment.
• Ability to work with employees at all levels.
• Ability to work independently and determine priorities.
• Strong understanding of Windows and MS Office applications.
• Strong customer service focus and experience.
• Experience with a reporting and analytics platform such as SSRS, Power BI or Tableau considered a plus.
• Experience in technical support role considered a plus.

EDUCATION AND EXPERIENCE:

• Bachelor’s Degree.
• Degree in Computer Science or Information Services or business related field a plus.
• Minimum 3-5 years’ experience in the area of document management, knowledge management or information technology required.
• Data analysis experience a plus.
• Law firm experience preferred.