Tier 2 Legal Tech Application Support Specialist

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

Job summary

Wilson Elser, a national law firm, seeks a mid-level Application Support Analyst to maintain and monitor critical systems and core legal tech platforms, including iManage Cloud, the Intapp Risk Management Suite, and Litera One. You will deliver Tier 2 end-user support, train users, manage access/ethical walls, and contribute to governance and documentation.

The role requires a bachelor’s degree in IT/CS, 3+ years in application support, and strong communication.

Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or 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.
• Proficient in cloud technologies, hybrid environments, and legacy on-premises infrastructure.
• Proficient in collaboration platforms such as Box, Dropbox, SharePoint Online, and Microsoft Teams.
• Strong understanding of ITIL/ITSM frameworks and best practices for incident, problem, and change management.
• Excellent customer service skills with a proven ability to resolve end-user issues effectively and efficiently.
• Strong attention to detail with excellent analytical and problem-solving skills.
• Excellent verbal and written communication skills with the ability to interact effectively with attorneys, legal staff, and IT colleagues at all levels.
• Experience interfacing with vendors and customers in a professional services environment.
• Curiosity and passion for legal technology and continuous improvement.

Responsibilities

• Resolve complex end-user support issues across firm’s core legal technology platforms.
• 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.
• 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.
• 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

Customer service

Attention to detail

Verbal communication

Problem solving

Analytical skills

Education

Bachelor's degree in IT/CS

Tools

iManage Cloud

Intapp Risk Management Suite

Litera One

JIRA

Confluence

Microsoft 365

Job description

Wilson Elser, a national law firm, seeks a mid-level Application Support Analyst to maintain and monitor critical systems and core legal tech platforms, including iManage Cloud, the Intapp Risk Management Suite, and Litera One. You will deliver Tier 2 end-user support, train users, manage access/ethical walls, and contribute to governance and documentation.

The role requires a bachelor’s degree in IT/CS, 3+ years in application support, and strong communication.