Law Firm Tech: Application Support Specialist

Wilson Elser - Attorneys; New York (NY); On-site; USD 85,000 - 105,000; Full time

Benefits offered by this job

401(k) match

Medical, dental, vision

Disability and life insurance

Generous PTO

Corporate discounts

Job summary

Wilson Elser, a national law firm, seeks an Application Support Analyst to maintain and monitor critical systems including iManage Cloud, Intapp OnePlace, and Litera One. You’ll deliver Tier 2 support, train users, manage access, and uphold information governance across a cloud-first, digital transformation environment.

The role emphasizes end‑to‑end support for attorneys and staff, adherence to ITIL practices, and collaboration with IT management on strategy and improvements.

Qualifications

• Associate’s or Bachelor’s degree in IT or CS; equivalent experience considered.
• Certs in iManage, ITIL, ISO 27001 or similar are highly valued.
• Minimum 3 years of hands-on experience in application support or legal technology systems.
• Experience supporting iManage Cloud, Intapp Risk Management Suite, and Litera One.
• Familiarity with litigation support, e‑discovery, and docketing platforms (Reveal/Logikcull, Milana/eDockets, etc.).
• Proficiency with Microsoft 365 and integrations for document and email management.
• Experience with ethical walls, legal holds, lateral transfers, and new business intake processes is a plus.
• Familiarity with legal financial systems such as Aderant or similar is a plus.
• Proficient in cloud technologies, hybrid environments, and on‑prem infrastructure.
• Proficient in Box, Dropbox, SharePoint Online and Microsoft Teams.

Responsibilities

• Resolve complex end‑user issues across core legal tech platforms (iManage Cloud, Intapp OnePlace, Litera One).
• Provide day‑to‑day Tier 2 application support, troubleshooting, and issue resolution for attorneys and staff.
• Train peers and end users on new and current application functionality.
• Manage user access, roles, permissions, and ethical walls across applications.
• Support information governance policies including document management and records retention.
• Support litigation management, e‑discovery, and docketing systems that integrate with the tech stack.
• Create, update, and maintain system documentation, runbooks, and SOPs.
• Assist with data and case mapping across platforms.
• Apply ITIL/ITSM best practices for incident, problem, and change management.
• Engage in using Jira & Confluence for ticketing and project work.
• Gather user feedback and align with vendor release schedules.
• Consult with IT Management on strategy and information governance best practices.

Skills

ITIL/ITSM

Customer service

Microsoft 365

Cloud technologies

Hybrid environments

Legal tech

eDiscovery

Jira

Confluence

Box

SharePoint Online

Microsoft Teams

Vendor management

User training

Access control

Information governance

Education

Associate/Bachelor in IT/CS

Tools

iManage Cloud

Intapp OnePlace

Litera One

Jira

Confluence

Box

SharePoint Online

Microsoft Teams

Job description

Wilson Elser, a national law firm, seeks an Application Support Analyst to maintain and monitor critical systems including iManage Cloud, Intapp OnePlace, and Litera One. You’ll deliver Tier 2 support, train users, manage access, and uphold information governance across a cloud-first, digital transformation environment.

The role emphasizes end‑to‑end support for attorneys and staff, adherence to ITIL practices, and collaboration with IT management on strategy and improvements.