Legal Techno Function Support Analyst

GeorgiaTEK Systems Inc.; Chicago (IL); On-site; USD 70,000 - 100,000; Full time

Job summary

GeorgiaTEK Systems Inc. seeks a Legal Technology Functional Support Analyst to deliver Level 2 production support for legal applications used by attorneys and paralegals.

You will troubleshoot incidents, fulfill service requests, and coordinate with Level 3 teams to ensure SLA adherence. Responsibilities include managing Relativity One and other law firm applications, providing workarounds, validating behavior, and documenting known errors.

Qualifications

• Bachelor's degree required or equivalent
• 3–7 years of application support experience
• 2+ years supporting legal or law firm apps
• Experience with ITSM platforms such as ServiceNow

Responsibilities

• Provide Level 2 production support for legal applications and incidents
• Offer workarounds, admin fixes, and functional guidance to users
• Escalate complex issues to Level 3, vendors, or development teams
• Manage ticket queues, priorities, and SLA via ITSM tools (e.g., ServiceNow)
• Support major incident resolution and business communications
• Engage with attorneys, legal ops, and stakeholders to ensure quality service

Skills

Analytical thinking

Troubleshooting

Communication skills

Team collaboration

Education

Bachelor's degree in Information Systems/Computer Science

Tools

Relativity One

eDiscovery tools

ServiceNow

iManage

Intapp

Job description

The Legal Technology Functional Support Analyst provides Level 2 production support for legal applications used by attorneys, paralegals, and business services teams. The role is responsible for troubleshooting incidents, fulfilling service requests, performing root cause analysis, maintaining application stability, and coordinating with Level 3 support teams, vendors, and business stakeholders to ensure high-quality service delivery and SLA compliance.

E-Discovery and Litigation Data

• Relativity One: An advanced legal data and e-discovery platform leveraging generative AI to streamline document review and case strategy.
• Analyze, troubleshoot, and resolve Level 2 incidents and service requests for legal applications.
• Provide workarounds, administrative fixes, and functional guidance to end users.
• Escalate complex issues to Level 3 support, development teams, or vendors as required.
• Manage ticket queues, priorities, and SLA compliance through ServiceNow or other ITSM tools.
• Support major incident resolution activities and business communications.

Functional Application Support

• Support legal applications such as Relativity, eDiscovery, iManage, Intapp, Litera, Contract Lifecycle Management (CLM), eBilling, DMS, CRM, and other law firm business applications.
• Perform application configuration, user administration, access management, and data maintenance activities.
• Assist users with application functionality, workflows, and process-related inquiries.
• Validate application behavior and identify functional defects.
• Conduct root cause analysis for recurring issues.
• Document known errors, workarounds, SOPs, and knowledge articles.
• Maintain support documentation, user guides, and operational runbooks.
• Identify opportunities for process automation and operational improvements.

Change & Release Support

• Support application deployments, upgrades, patches, and release activities.
• Perform functional validation and post-release verification.
• Coordinate testing and business signoffs when required.
• Support change management activities and minimize business disruption.

Stakeholder Engagement

• Work closely with attorneys, legal operations, business users, vendors, and technical teams.
• Communicate issue status, risks, and resolution plans effectively.
• Participate in governance, service reviews, and continuous improvement initiatives.

Required Qualifications

• Bachelor's degree in Information Systems, Computer Science, Business, Legal Technology, or related field.
• 3-7 years of application support experience.
• 2+ years supporting legal or law firm applications.
• Experience with ServiceNow or similar ITSM platforms.
• Strong analytical and troubleshooting skills.
• Excellent verbal and written communication skills.