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IT Knowledge Management Analyst

IT Knowledge Management Analyst
NY, Manhattan

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Looking for someone who enjoys coming up with creative solutions to complex/unique problems.

· Gain an advanced understanding of various KM systems and progress towards providing second level support for those systems.

· Monitor the usage of KM systems by running existing reporting queries and:

o Determine when information governance and data retention policies may apply;

o Train users who may not be using the full feature set of the DMS;

o Consolidate or remediate duplicative entries or bad data in KM and other systems; and

o Work with senior IT members to continually improve on the quality and scope of the reports.

· Provision sites on the Firm’s extranet when non-standard configurations are required.

· Assemble summary reports and share them with appropriate parties on a scheduled basis.

· Regularly engage matter teams to:

o Offer general assistance, such as creating or deleting Workspaces, and moving or refiling document sets;

o Address data management concerns as they arise;

o Manage the security control lists of documents and Workspaces;

o Share information regarding any unique circumstances; and

o Determine when the status of a matter changes so that relevant systems can be updated accordingly.

· Develop and document repeatable processes for how certain issues and scenarios should be handled.

· Open support tickets with third-party support teams for issues that cannot be resolved in-house.

 

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

· Demonstrated ability to learn new technologies through experience or education.

· Excellent oral and written communication skills.

· Excellent documentation skills.

· Strong analytical, problem-solving and decision-making skills.

· Experience communicating technical information to non-technical people.

· Ability to multitask in a fast-paced environment.

· Ability to work with employees at all levels.

· Ability to work independently and determine priorities.

· Strong understanding of Windows and MS Office applications.

· Strong customer service focus and experience.

· Experience with any of the following systems and technologies: iManage, Prosperoware Milan, HighQ Collaborate, Decisiv Search, SQL, VBA or PowerShell.

· Experience with a reporting and analytics platform such as SSRS, Power BI or Tableau considered a plus.

EDUCATION AND EXPERIENCE:

· Bachelor’s Degree.

· Degree in Computer Science or Information Services or business related field a plus.

· Minimum 3-5 years’ experience in the area of document management, knowledge management or information technology required.

· Data analysis experience a plus.

· Law firm experience preferred.

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