Legal Tech Support Analyst

Wilson Elser - Business & Legal Professionals; New York (NY); On-site; USD 85,000 - 105,000; Full time

Benefits offered by this job

401k match

Generous PTO

Corporate discount plans

Job summary

Wilson Elser – Business & Legal Professionals is seeking a mid-level Application Support Analyst to maintain and monitor critical firm systems. You will provide Tier 2 support, resolve end-user issues, and ensure smooth adoption of legal tech like iManage Cloud, Intapp OnePlace, and Litera One while following ITIL practices.

You’ll also help manage access, governance, and documentation, and work with vendors on release schedules to improve user experience across core platforms.

Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field required; equivalent professional work experience will be considered.
• Relevant industry certifications (iManage, ITIL, ISO 27001, or other IT certifications) are highly valued.
• Minimum 3 years of relevant hands‑on experience in application support or legal technology systems.
• Experience supporting legal platforms such as iManage Cloud, the Intapp Risk Management Suite, and Litera One.
• Familiarity with litigation support, e-discovery, and docketing platforms (e.g., Reveal/Logikcull, Milana/eDockets, or comparable systems).
• Proficiency in Microsoft 365 and common integrations for document and email management.
• Experience with ethical walls, legal holds, lateral transfers, and new business intake processes, a big plus.
• Familiarity with legal financial systems such as Aderant Expert or comparable platforms, a plus.

Responsibilities

• Resolve complex end-user support issues across the firm’s core legal technology platforms, including iManage Cloud, the Intapp Risk Management Suite (OnePlace for Risk, Conflicts, Ethical Walls, Legal Holds), litigation support systems, and Litera One.
• Provide day-to-day Tier 2 application support, troubleshooting, and issue resolution for attorneys, legal staff, and business professionals.
• Train peers and end users on current and new application functionality, ensuring successful adoption of supported platforms.
• Manage user access, roles, permissions, and ethical walls across all supported applications.
• Support information governance policies including document management, workspace provisioning, lateral transfers, and records retention.
• Interact with and support litigation management, e-discovery, and docketing systems that integrate with the firm’s technology ecosystem.
• Create, update, and maintain system documentation, runbooks, and standard operating procedures.
• Assist with data and case mapping across supported platforms.
• Understand and support ITIL/ITSM best practices for incident, problem, and user request management.
• Engage in using JIRA & Confluence for ticketing, service management, and project work.
• Confer directly with end users to ensure a positive experience with supported applications and gather feedback for continuous improvement.
• Align with vendor release schedules and prepare end users for upcoming UI, feature, and functionality changes.
• Consult with IT Management on application support strategy, user experience enhancements, and information governance best practices.

Skills

ITIL/ITSM familiarity

Customer service

Communication

Problem solving

Change management

Vendor relations

Hybrid/cloud environments

Education

Associate’s or Bachelor’s degree in IT/CS

Tools

iManage Cloud

Intapp OnePlace for Risk

Litera One

Microsoft 365

JIRA

Confluence

Box

SharePoint Online

Microsoft Teams

Job description

Wilson Elser – Business & Legal Professionals is seeking a mid-level Application Support Analyst to maintain and monitor critical firm systems. You will provide Tier 2 support, resolve end-user issues, and ensure smooth adoption of legal tech like iManage Cloud, Intapp OnePlace, and Litera One while following ITIL practices.

You’ll also help manage access, governance, and documentation, and work with vendors on release schedules to improve user experience across core platforms.