Legal Tech Support Analyst 12 Month Fixed Term Contract

CMS UK; City of Edinburgh; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Flexible, hybrid working policy

Generous bonus scheme

Private medical insurance

Up to 25 days holiday (rising to 28)

Holiday exchange scheme

Job summary

CMS UK is seeking a Legal Tech Support Analyst to join a dynamic team focused on improving how legal services are delivered through technology and smarter workflows. You will be the first point of contact for user queries, help colleagues make effective use of legal tech platforms, and contribute to improving adoption and user experience.

You will gain exposure to matter scoping, solution configuration, demos, and training while developing subject matter expertise across a range of tools.

Qualifications

• Entry-level opportunity to build a foundation in legal technology and tooling.
• First-line support experience or exposure to end-user help desks is a plus.
• Excellent written and verbal communication across diverse users.
• Familiarity with Microsoft Office and basic digital workflows.

Responsibilities

• Be the first point of contact for legal tech queries and triage requests.
• Diagnose issues and escalate complex cases per protocol.
• Learn and apply knowledge of legal tech tools used across the firm.
• Configure and maintain standard sites, projects, and permissions.
• Create user guides, demos, and training materials for internal/client use.

Skills

Attention to detail

Willingness to learn

Team player

Strong communication

Prioritisation

Microsoft Office

Tools

Microsoft Office

Job description

The Legal Tech Delivery Team is a dynamic group of Legal Tech Support Analysts, Legal Technologists and Solutions Engineers focused on improving how legal services are delivered through technology, automation and smarter workflows. We work with lawyers, business teams and clients to understand their needs, design practical solutions, and help embed sustainable, tech-enabled ways of working across the firm.

About The Role

This is an entry-level opportunity to build a strong foundation in legal technology while supporting tools and solutions used across the firm. As a Legal Tech Support Analyst, you will be the first point of contact for user queries, helping colleagues make effective use of legal tech platforms, maintaining support materials, and contributing to continuous improvement in adoption and user experience. Over time, you will develop subject matter expertise across a range of tools and gain exposure to matter scoping, solution configuration, demos, training and operational support.

Key Responsibilities

• Act as the first point of contact for legal tech queries, managing the team mailbox, triaging requests and providing clear, responsive first-line support.
• Diagnose and resolve user issues where possible, escalating more complex or technical matters to senior team members in line with agreed protocols.
• Develop strong working knowledge of the legal technology tools and platforms supported by the team, becoming a reliable source of guidance for internal and client-facing users.
• Configure and maintain standard sites, projects and platform settings, including user management, permissions and data archiving.
• Support the creation of demo sites, training resources, user guides, FAQs and recorded materials tailored to internal or client use cases.
• Help colleagues and clients build confidence in using legal technology by supporting training, best-practice guidance and continuous improvement activity.

About You

You will bring a genuine interest in technology, especially how it can improve the delivery of legal services, and a curiosity about how processes work and fit together. We are looking for someone who is reliable, responsive and keen to learn; someone who takes pride in providing a positive user experience, works well as part of a team, and is motivated to build a career in legal technology.

Essential Skills And Attributes

• Exceptional attention to detail with a methodical approach to troubleshooting and documentation.
• Eagerness to learn new technologies and develop skills in a fast-paced, innovative environment.
• Strong problem-solving abilities and excellent written and verbal communication skills.
• A collaborative, proactive and dependable approach, with openness to feedback and change.
• Ability to manage multiple tasks and prioritise effectively.
• Familiarity with Microsoft Office tools.

Desirable Experience

• Experience using generative AI tools in a work or study context.
• Exposure to Microsoft Power Platform, including tools such as Power Automate or Power BI.
• Previous experience in a legal, professional services, technology support or client service environment.

What’s in it for you?

Benefits

We want to reward you today and help you plan for tomorrow. We appreciate that everyone is different, therefore we have designed a benefits system that offers choice and flexibility based on individual needs and lifestyles. To name a few, these include:

• Competitive basic salary (reviewed annually)
• Flexible, hybrid working policy
• Generous bonus scheme
• Up to 25 days holiday (rising to 28 days with service)
• Holiday exchange scheme
• Private medical insurance
• Enhanced parental leave
• Reasonable adjustments and accommodation for disabled talent in accordance with the Equality Act 2010.

If you would like to read more information regarding our range of benefits, please visit our Rewards & Benefits page on our website.