Support Analyst

What are we looking for?

The Support Analyst role is part of Withers' development team, one of three sub-teams within the growing Business Systems Team (BST), who have overall responsibility for the implementation, maintenance and operation of the firms' legal technology solutions. The development team are specifically responsible for analysing requirements, designing, developing and testing robust IT systems to support the firm's rapid expansion and need for enhanced information to support business operations. 

The development team is currently being expanded to meet Withers' growing need for modern legal technology and will consist of support analysts and analyst developers reporting to the Development Manager, who provides day-to-day line management as well as being on-hand to offer guidance and support. The ideal candidate will be an ambitious, hardworking graduate with strong communication skills and relevant programming experience in a professional environment, ideally a law firm.

Technical Skills

• Good experience within a break-fix environment and managing change effectively
• Ability to step through code to trace functional elements across multiple platforms
• IntApp Open / Flow or other business process management system
• Experience in SQL including writing efficient queries, stored procedures and ETL etc
• Good working knowledge C#, VB.Net, ASP.Net.
• Experience working with a variety of programming languages
• Any data integration (middleware) experience (such as IntApp Integration Builder) an advantage

The role

The role sits within the Business Systems Team and focusses on providing day-to-day support for our business applications, alongside our team of finance and systems analysts. Report design / information visualisation will also be important. Excellent technical analysis skills and a strong root cause approach will be required.

As a technical expert, the Support Analyst will act as an immediate source of technical reference, supporting both in-house and third-party applications. The candidate will also be involved in performing system health checks, update incident logs appropriately in order to minimise time spent by those resolving complex problems.

The Support Analyst will work with key technical and business stakeholders to implement proposed enhancements in order to reach an agreed approach prior to implementation. The candidate will also need to possess excellent problem-solving skills, as there is a strong element of troubleshooting involved in the role.

Ideally, the candidate will have familiarity with legal business processes and the key IT systems that support them, such as Elite 3E for practice management, Interaction for client relationship management information, and knowledge of the IntApp product suite would be an advantage.

Areas of focus and responsibilities

• Analyse business requirements in order to design and deliver IT solutions to meet business needs
• Collaborate with project managers to ensure that solutions are delivered in the timescales expected
• Help to deploy applications to the firm by following the firm's deployment strategy
• Prepare technical documentation as required
• Provide support to live systems
• Work with and assist direct external consultants / suppliers if required

Deliverables

• Software applications to mobile and desktop users on a Microsoft Windows platform
• Technical analysis and supporting documentation
• Solution outlines and detailed specifications
• System functional design, non-functional requirements, and interface specifications
• Documentation for deployment configuration, handover and operational support
• Test data design and key test scenarios
• Prototypes and evaluation systems (quick return on investment / minimum viable product)

Interpersonal skills required

• Highly self-motivated and keen to learn new skills (enthusiastic and willing)
• Proactive, energetic and enthusiastic with high professional standards
• Smart and professional manner
• Ability to plan out and work on a number of tasks and projects simultaneously
• Ability to effectively prioritise and execute tasks to plan
• Able to work under pressure, calm and not easily ruffled
• Good communicator with high levels of interpersonal skills                                       -              
• Strong organisational skills and attention to detail
• Excellent written and verbal communication skills
• Flexible and pragmatic
• Motivated to complete tasks accurately and on (or ahead of) time
• Team player, with flexible attitude and collaborative approach to work and work colleagues

The Essentials

• 9.30am to 5.30pm but flexibility is a must
• 12 week probation period
• 12 weeks’ notice period
• Flexible benefits package including pension, private medical, season ticket loan, subsidised gym memberships, lifestyle discount scheme, on site café plus more

About Withers Worldwide

A law firm focused on people and collaboration. For the past 125 years, Withers has supported some of the world's most remarkable people and organisations at defining moments in their lives. We are the only international law firm focused on successful individuals and private capital, working closely with founders, investors and family offices. We also advise governments, charities, global brands and start-ups of all shapes and sizes. Many of our clients are shaping the future and creating solutions to tackle many of the world's problems.  It makes for a fascinating and challenging practice. Our role is to get to know each individual client, find out where they want to be, and help them to get there – whether they are building a business, looking after their family, involved in a complex dispute or protecting their finances for the future. To meet their unique needs we are exceptionally collaborative, working together across teams and time zones. We are agile, focusing on strategy rather than rigid ideas and traditional hierarchy. It is a truly flexible working culture that puts people first. Join us to be part of a team that is always looking to the future. Where initiative, big ideas and bold moves are always encouraged. Where you can truly be yourself.

Information for Recruitment Agencies

Withersworldwide endeavours to recruit and fill vacancies directly. However, when we do need to engage with agencies, Withersworldwide operates a preferred supplier list and will not be accepting unsolicited applications from non-PSL agencies for this role

Equal Opportunities Employment Statement

It is the policy of Withers Worldwide to provide equal opportunities for all employees in relation to recruitment, training and promotion.  Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of ethnic origin, religion, sex, age, sexual orientation or disability.