Application Support Analyst

Job description

At **[Wilson Elser](https://www.wilsonelser.com/),** we are redefining what it means to work at a national law firm. With more than 1,400 attorneys across 46 offices nationwide, we are recognized among the top 100 law firms by *The American Lawyer* and ranked #30 in the *National Law Journal’s* survey of the nation’s largest law firms. Our continued success is built on a culture of collaboration, innovation, client service, and mutual respect. We are committed to fostering an environment where employees are empowered to grow their careers, contribute meaningfully, and thrive professionally. **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. Wilson Elser offers a competitive salary and benefits package designed to support our attorneys both professionally and personally. A variety of factors are considered in making compensation decisions, including but not limited to experience, education, licensure and/or certifications, geographic location, market demands, other business and organizational needs, and other factors permitted by law. Final salary wages offered may be outside of this range based on other reasons and individual circumstances. This position is considered full-time and therefore qualifies for benefits including 401(k) retirement savings plan, medical, dental, vision, disability, and life insurance. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. Salary Range: $85,000—$105,000 USD **Why Should You Apply?** - ***Benefits:** Outstanding benefits package, including 401k match and generous PTO plan* - ***Career Growth:** Ample opportunities for professional development and advancement* - ***Employee Perks:** Access to corporate discount plans and other benefits* ##### *Wilson Elser welcomes submissions of candidates for our open positions exclusively from recruitment agencies with an active, signed fee agreement who have been granted access to a position through our dedicated Recruitment Agency Portal. We are unable to consider submissions from recruitment agencies without a current (dated as of 7/1/2024) agreement in place. We appreciate your understanding. For collaboration inquiries or to establish an agreement, please contact us at [talentacquisition@wilsonelser.com](mailto:talentacquisition@wilsonelser.com).* ##### *Wilson Elser is committed to a collegial work environment in which all individuals are treated with respect and dignity. It is the Firm's policy that employment will be based on merit, qualifications, and competence. Further, employment decisions will be made without regard to an applicants race, color, age, sex, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation or preference, gender identity, physical or mental disability, status as a victim of domestic violence, sex offenses, or stalking, past or present service in the uniformed services or application or obligation to serve in the uniformed services, or any other characteristic protected by law.* ##### *Wilson Elser endeavors to make the Wilson Elser website accessible to any and all users. You may review our Accessibility Policy [here](https://www.wilsonelser.com/web-accessibility-policy).* ##### *California Residents may review our CCPA notice for applicants and employees [here](https://www.wilsonelser.com/candidate-privacy-policy).* ##### *Wilson Elser participates in the federal E-Verify program. With respect to all new hires, we provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s Form I-9 to confirm work authorization.* ##### *Please review the official posters for detailed information regarding your rights and protections* - ##### ***[Download the E-Verify Participation Poster (English & Spanish)](https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf)*** - ##### ***[Download the Right to Work Poster (English & Spanish)](https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPoster.pdf)*** ##### #ZR