Operations Support Analyst

The Operation Support Analyst is responsible for supporting the end-user experience for Shoosmiths systems. This role requires a strong technical background and a focus on ensuring efficient and effective system interaction for all users.

The Team

The Information Systems (IS) team at Shoosmiths plays a pivotal role in the technological enablement of the firm ensuring the seamless operation of all computer systems. With a focus on delivering robust and efficient technology services the IS team is divided into two main departments: Applications and Technical Services. The Applications department is tasked with the development maintenance and support of the software applications vital to the firms operations. Meanwhile the Technical Services department is dedicated to the upkeep of the firms computer architecture providing operational support diagnosing hardware and software issues and configuring the back-office computing infrastructure. Together these departments strive to deliver innovative solutions that cater to the evolving needs of the firms user base underpinning Shoosmiths commitment to excellence in legal service provision.

Main Responsibilities

• Proactively analyse system and application usage to identify opportunities for user experience improvements.
• Work closely with cross-functional teams to implement system enhancements that enhance user satisfaction.
• Provide expert technical support and guidance to ensure system reliability and performance.
• Lead user research and feedback initiatives to understand user needs and preferences.
• Develop and maintain comprehensive system documentation and user guides.
• Assist managing and completing hardware builds and configurations.
• Assist with the onboarding and offboarding processes for joiners leavers and movers.
• Contribute to the knowledge base by documenting common issues and resolutions.
• Participate in regular training and development activities to enhance technical and customer service skills.
• Demonstrate flexibility and willingness to assist in other areas of the business as work demands require ensuring a collaborative and adaptive approach to changing workloads.
• Participate in an on-call rotation to provide essential support outside of standard business hours.

Skills & Qualifications

• Microsoft Certified Professional (MCP) qualification is preferred.
• ITIL v4 certification is highly desirable.
• Experience in user experience engineering or a related technical field.
• Preferable experience with end-user experience management solutions.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration abilities.
• Ability to work under pressure and manage multiple priorities.

Additional Details

• Travel to other Shoosmiths offices will be necessary on occasions.
• It is essential that the User Experience Engineer can work flexible or extended hours to complete some tasks outside of core business hours of 08:00 to 18:00.
• This role requires the jobholder to work from a Shoosmiths office five days a week.
• Due to the nature of this role there is an expectation that additional hours may be required as and when necessary to meet business demands.

The Firm

Shoosmiths is the law firm clients choose for excellent service incisive thinking and above all for our ability to focus on what matters. From offices across the UK and Brussels we support some of the worlds most exciting and ambitious businesses; amazing clients making an impact. We empower our people to be their authentic selves and deliver together in supportive teams committed to excellence and innovation. The first top 50 law firm to achieve Platinum Standard Investors in People our values and culture are not just words on our website but are the heartbeat of the firm. Shoosmiths is also on a pathway to net zero across the value chain by 2040.

We have an outstanding benefits package to complement our competitive remuneration system. In addition to the competitive salaries great working environment and high-quality work we believe that all staff should be rewarded for their commitment to the continued success of the firm through a comprehensive and flexible range of benefits.

To discover more about our benefits please visit:Benefits Package.

Our approach to our people is underpinned by our approach to diversity inclusion and well-being. Our ambition is to build a diverse and ambitious workforce that reflects all backgrounds and talents and a workplace that is supportive and inclusive recognises and nurtures talent and has a strong sense of community between colleagues.

This means that everyone who either applies to or works for the firm is treated equally whatever their gender age ethnic origin nationality marital status disability sexual orientation or religious beliefs.

If youd like to learn more about this opportunity or have any questions please dont hesitate to contact Chelsea Simmons at

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