Job Description

Summary: The Senior IT Knowledge Management Analyst supports the Firm in maximizing the value of its Knowledge Management (KM) systems by collaborating directly with legal, paralegal, and IT staff. The Senior IT KM Analyst will acquire an advanced technical understanding of the Firm’s KM systems and awareness of how they are used to address data integrity issues, assist with reporting and information governance, and provide tier II support.

Essential Duties and Responsibilities:
• Have an advanced understanding of various KM systems, providing second level support for those systems.
• Provision sites on the Firm’s extranet when non-standard configurations are required.
• Regularly engage matter teams to:
• Offer general assistance, such as creating or deleting Workspaces, and moving or refiling document sets.
• Address data management concerns as they arise.
• Manage the security control lists of documents and Workspaces.
• Share information regarding any unique circumstances.
• Determine when the status of a matter changes so that relevant systems can be updated accordingly.
• Support the implementation of upgrades and feature enhancements to KM systems, including testing and documenting new features, integrations, and current state regression testing.
• Design, build, test, and implement data management scripts using advanced SQL Server capabilities, including stored procedures, views, and functions to support enterprise knowledge management initiatives.
• Perform query optimization, leveraging SQL Server Management Studio (SSMS). Develop and maintain SSIS packages and ensure data quality and consistency across systems.
• Leverage Large Language Model and Machine Learning technologies to enhance enterprise knowledge management systems, including the classification, summarization, and semantic search of unstructured documents.
• Collaborate with third-party and in-house data scientists and software engineers to integrate AI-driven solutions into document workflows and knowledge repositories.
• Monitor and manage internal Help Desk tickets to ensure timely progress, regular updates, and appropriate closure. Escalate or convert unresolved tickets into actionable tasks, such as fixes, enhancements, or projects to prevent stagnation.
• Monitor and respond to issues outside of standard business hours via email, Help Desk tickets, or other channels as needed.
• Open support tickets with third-party support teams for issues that cannot be resolved in-house and ensure timely follow-up to drive resolution without unnecessary delay.
• Monitor the usage of KM systems by running existing reporting queries and:
• Determine when information governance and data retention policies may apply.
• Train users who may not be using the full feature set of the Document Management System (DMS).
• Consolidate or remediate duplicative entries or bad data in KM and other systems.
• Work with senior IT members to continually improve on the quality and scope of the reports.
• Assemble system summary reports and share them with appropriate parties on a scheduled basis.
Knowledge, Skills, and Abilities Required:
• 5+ years experience with Microsoft SQL Server and iManage Document Management System.
• Experience with two or more of the following systems and technologies: HighQ Collaborate, Decisiv Search, Box, VBA, or PowerShell.
• Excellent oral and written communication skills.
• Excellent documentation skills and experience with the technical documentation development process.
• Strong analytical, problem-solving, and decision-making skills.
• Demonstrated ability to learn new technologies through experience or education.
• 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 LLMs and machine learning applications considered a plus, including experience with AI-driven tools for document classification, summarization, semantic search, or intelligent metadata extraction using platforms, such as Azure OpenAI, DeepJudge, Hebbia, CoCounsel, or similar frameworks.
• Also valued is experience in establishing AI-related processes and protocols, training users on effective use of AI systems, and promoting firm-wide confidence and fluency in leveraging these technologies.
• Experience with a reporting and analytics platform, such as SSRS, Power BI or Tableau considered a plus.
• Experience in technical support role considered a plus.

Education and Experience:
• Bachelor’s Degree.
• Degree in Computer Science or Information Services or business-related field a plus.
• Minimum 5+ years’ experience in the area of document management, knowledge management or information technology required.
• Data analysis experience.
• Law firm experience preferred.
Working Conditions:
• Normal office environment with little exposure to excessive noise, dust, temperature, etc.