CTS_Legal Tech Analyst


Liverpool, GB

Department or practice area:  IT Services

Taylor Wessing


Taylor Wessing is a global law firm that serves the world's most innovative people and businesses. Deeply embedded within our sectors, we work closely together with our clients to crack complex problems, enabling ideas and aspirations to thrive. Together we challenge expectation and create extraordinary results. By shaping the conversation in our sectors, we enable our clients to unlock growth, protect innovation and accelerate ambition. 


With 1000+ lawyers, 300+ partners, 29 offices and 17 jurisdictions we are looking to expand our IT Services  team, with the addition of a CTS_Legal Tech Analyst.


The opportunity for you


This role will be within our Client Technology Solutions Team (formerly known as Legal Tech) and will report to the Senior Client Technology Solutions Manager. A Legal Tech Analyst is required to join a firm based in Liverpool. Providing support to 750+ UK user base, Supporting users with the legal tech stack of products including HighQ Collaborate, Contract Express, Luminance, DocuSign and Bryter amongst other products. You will be working in a fast paced environment so you must be able to deal with pressure situations and work on your own initiative. The CTS team is responsible for providing support (email and telephone based) and troubleshooting in a varied environment often directly with external clients.  You will provide troubleshooting support as well as occasional project support and escalate to Knowledge Engineers where required.


Key responsibilities


Below are some of the key areas that this person will manage and maintain:


  • First point of contact for all support queries relating to the legal tech products.
  • Logging of requests and problems.
  • End to end resolution of simple issues and escalation of complex issues to the appropriate Knowledge Engineer.
  • Monitoring open issues chasing where required to ensure timely resolution.
  • Preparation of team knowledge bank documentation and gathering of information to knowledge share with team
  • Suggest and develop ideas for improving current processes.
  • Reporting and general maintenance of the Legal Tech products.


Knowledge, skills and experience


Key skills/capabilities necessary for the role include:




  • 1-2 years’ experience of Desktop Support/Service Desk Analyst work but would consider candidates with the right aptitude as full training will be given
  • Strong knowledge Microsoft Office 2010 or above (ideally 365)
  • iManage, HighQ, or alternative legal tech systems an advantage
  • Good knowledge of Outlook and Excel
  • Excellent team player, positive and collaborative
  • Ability to communicate effectively both within the team and with people at all levels across the firm
  • Excellent problem solving skills
  • Willingness to learn and develop in a busy environment
  • Strong customer service skills
  • Able to work well under pressure and to very short timelines
  • Law firm or professional services experience an advantage




Here are a select few benefits that Taylor Wessing offer; 


  • Hybrid working (Offering the opportunity to work remotely, while maintaining a social boundary by working from our award-winning offices for 3 days a week) 
  • Holiday (Our basic annual holiday entitlement starts at 25 days, with a further discretionary day of paid leave in December. You may also purchase up to five extra days each year (pro rata). 
  • Enhanced Maternity and Paternity leave (After one-year service, you are entitled to up to 26 weeks leave full pay if you or your partner give birth or adopt a child). 


Along with these there are many more benefits we offer, with the addition of a comprehensive flexible benefits package available. 


Our culture


Nurturing a diverse, inclusive culture allows all of our talent to flourish, sparks creativity and powers innovation.  We continue to build a team that exemplifies inclusivity and reflects the firm's core values: creative, excellence, integrity, responsible, respect and team.  We value and celebrate the differences in who we are, what we have experienced and how we think, so all candidates will be treated fairly regardless of age, caring responsibilities, disability, gender identity, marital status, neurodiversity, pregnancy, race, religion or belief, sex, sexual orientation and socio-economic background.


The way we work


At Taylor Wessing, we never settle for average. We're creative thinkers, problem solvers and continuous learners who excel at what we do and believe our best work is still ahead of us. We are a firm that's large enough for you to achieve your ambitions, but connected enough to be a true community.  


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