Support Analyst

Who you are

• Strong attention to detail
• Experience entering, reviewing or maintaining structured information
• Ability to follow detailed processes
• Strong written English and proofreading skills
• Confidence working with document-management systems
• Ability to identify inconsistencies, missing information and obvious errors
• Good organisational skills and the ability to manage multiple requests
• Professional communication skills and confidence working internal teams
• Willingness to learn unfamiliar legal, technical and contractual terminology
• Ability to recognise when an issue requires escalation
• A law degree, legal qualification or experience working in a legal environment
• Experience preparing legal documents or formal correspondence
• Experience using a case-management or document automation systems
• Experience with Jira, Confluence or another issue-management platform
• Exposure to software testing or user acceptance testing
• An interest in legal technology, business analysis, product ownership or application development
• Experience working in music, media, entertainment, publishing or intellectual property
• Knowledge of more than one language
• Additional languages are highly desirable, but not essential
• Interest will be given to candidates with skills in:
• Spanish
• Italian
• French
• Portuguese
• Fluency is not required in every language. Candidates should clearly state their level of proficiency

What the job involves

• We are looking for a highly organised and detail-oriented Support Analyst to support the operation and development of our in-house applications
• The primary focus of the position is to work directly with our technology, legal and business affairs teams to improve our efficiency
• The successful candidate will be expanding upon our existing in-house applications
• The role combines administration, application support and quality assurance
• Over time, the successful candidate will also have opportunities to contribute to application testing, process improvement, requirements gathering and product development
• This role would suit someone with experience in back-office administration or data entry who is interested in moving into legal technology, business analysis or product delivery
• It would also suit a junior paralegal, law graduate or aspiring solicitor who is interested in legal operations and technology
• Operational Improvement & Efficiency
• Work directly with lawyers and business affairs teams to standardise global documentation
• Create standardised templates and workflows
• Review generated documents to ensure that data has rendered correctly
• Identify missing, inconsistent or unclear terms and raise these with the relevant lawyer
• Application Support
• Become a subject-matter expert in the day-to-day use of your application
• Support business users with training and guidance
• Identify application defects, errors or unexpected system behaviour
• Record issues clearly, including the steps taken, data entered, expected outcome and actual outcome. Provide screenshots and example documents where required
• Escalate technical issues to the Product Owner, Developers or Testers as appropriate
• Quality Assurance and Testing
• Test system outputs, updates and configuration changes before release
• Create and execute straightforward test scenarios
• Record defects and confirm whether fixes have been implemented successfully
• Support regression testing to ensure that changes have not affected existing templates or functionality
• Process and Product Improvement
• Identify recurring user-experience issues, Suggesting improvements where necessary
• Help document current processes and create simple user guidance
• Support the Product Owner in gathering information from legal stakeholders
• Assist with translating business or legal requirements into clear application rules
• Contribute to user stories, acceptance criteria and testing scenarios as experience develops
• Participate in team meetings, including daily stand-ups, refinement sessions and sprint planning where required