Operations Support Analyst

The Operation Support Analyst is responsible for supporting the end-user experience for Shoosmiths' systems. This role requires a strong technical background and a focus on ensuring efficient and effective system interaction for all users.

The Team

The Information Systems (IS) team at Shoosmiths plays a pivotal role in the technological enablement of the firm, ensuring the seamless operation of all computer systems. With a focus on delivering robust and efficient technology services, the IS team is divided into two main departments: Applications and Technical Services. The Applications department is tasked with the development, maintenance, and support of the software applications vital to the firm's operations. Meanwhile, the Technical Services department is dedicated to the upkeep of the firm's computer architecture, providing operational support, diagnosing hardware and software issues, and configuring the back-office computing infrastructure. Together, these departments strive to deliver innovative solutions that cater to the evolving needs of the firm's user base, underpinning Shoosmiths' commitment to excellence in legal service provision.

The Firm

Shoosmiths is the law firm clients choose for excellent service, incisive thinking and above all for our ability to focus on what matters. From offices across the UK and Brussels, we support some of the world’s most exciting and ambitious businesses; amazing clients making an impact. We empower our people to be their authentic selves and deliver together in supportive teams committed to excellence and innovation. The first top 50 law firm to achieve ‘Platinum Standard’ Investors in People, our values and culture are not just words on our website but are the heartbeat of the firm. Shoosmiths is also on a pathway to net zero across the value chain by 2040.

We have an outstanding benefits package to complement our competitive remuneration system. In addition to the competitive salaries, great working environment and high-quality work, we believe that all staff should be rewarded for their commitment to the continued success of the firm through a comprehensive and flexible range of benefits.

• Proactively analyse system and application usage to identify opportunities for user experience improvements.
• Work closely with cross-functional teams to implement system enhancements that enhance user satisfaction.
• Provide expert technical support and guidance to ensure system reliability and performance.
• Lead user research and feedback initiatives to understand user needs and preferences.
• Develop and maintain comprehensive system documentation and user guides.
• Assist managing and completing hardware builds and configurations.
• Assist with the onboarding and offboarding processes for joiners, leavers, and movers.
• Contribute to the knowledge base by documenting common issues and resolutions.
• Participate in regular training and development activities to enhance technical and customer service skills.
• Demonstrate flexibility and willingness to assist in other areas of the business as work demands require.
• Participate in an on-call rotation to provide essential support outside of standard business hours.

Skills & Qualifications

• Microsoft Certified Professional (MCP) qualification is preferred.
• ITIL v4 certification is highly desirable.
• Experience in user experience engineering or a related technical field.
• Preferable experience with end-user experience management solutions.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration abilities.
• Ability to work under pressure and manage multiple priorities.
• Travel to other Shoosmiths offices will be necessary on occasions.
• It is essential that the User Experience Engineer can work flexible or extended hours to complete some tasks outside of core business hours of 08:00 to 18:00.
• This role requires the jobholder to work from a Shoosmiths office five days a week.
• Due to the nature of this role, there is an expectation that additional hours may be required as and when necessary to meet business demands.

Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted. These checks will include employment references covering the last 5 years, proof of ID, proof of address covering the last 5 years. Personal vetting credit search (which will only highlight Insolvency or County Court Judgements – Should any adverse data show on the Personal Vetting search them any offer of employment may be withdrawn). Terrorism check (against data supplied by the Bank of England) and a basic DBS check previously known as a Criminal Records check.

Equal opportunities

Our approach to our people is underpinned by our approach to diversity, inclusion and well-being. Our ambition is to build a diverse and ambitious workforce that reflects all backgrounds and talents, and a workplace that is supportive and inclusive, recognises and nurtures talent, and has a strong sense of community between colleagues.

This means that everyone who either applies to or works for the firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs.