The Document Management (DM) Support Specialist provides day-to-day business facing support of iManage, the firm’s document management system and Milan, the firm’s on-demand workspace folder application. Working under the direction of the KM Product Manager, this person monitors iManage/workspace related IQ track tickets, and responds to inquiries and requests sent to the team mailbox, escalating to the KM Product Manager as needed. The DM support Specialist also works on key iManage related projects and supports ongoing maintenance of various iManage properties and workspace templates. The successful candidate in this role will combine technical skills with strong analytical, customer service and communication skills. The DM support Specialist will promote the appropriate use of iManage as the official repository of client-matter and business information in accordance with firm policies and guidelines.
Demonstrate a comprehensive knowledge of the document management system, workspaces folder structures, functionality, and security, the Milan folder tool, e-mail filing, searching capabilities, and other functions and features within the document management system.
Under guidance of the KM Product Manager, help promote the appropriate use of iManage by responding to user requests with recommendations and solutions in line with best practices, business rules, and team standards. Raise awareness of issues and non-compliance to the KM Product Manager.
Assist the KM Product Manager with keeping the filing guidelines in a standardized format, making sure they are accessible to the practice groups and ensuring they stay up to date.
Monitor and manage IQ track tickets and requests to the Workspaces (team) mailbox, escalating to the KM Product Manager or to other departments as appropriate.
Create and secure new workspaces, including but not limited to; client workspaces, matter workspaces, project workspaces and admin team workspaces.
Perform workspace folder moves driven by requests from end users and as appropriate, more complex “flatspace” and Outlook content migrations at the direction of the KM Product Manager. Analyze and evaluate these requests to ensure content and folders are moved in accordance with best practices and metadata and security are updated appropriately as required.
Provide technical analysis and support to firm or department initiatives related to the document management system such as matter centric initiatives, content migration, system upgrades and enhancements.
Assist with gathering and processing bulk document re-profiling requests from the legal knowledge management team and other business stakeholders.
Log errors in Milan, the on-demand folder tool, reporting issues to the KM Product Manager and Enterprise Systems and submit ideas for possible enhancement requests and fixes.
Support the KM Product Manager with the organization and maintenance of the firm’s master iManage metadata lists, particularly doc and sub doc type, providing assistance when adding, removing, consolidating or editing values.
Analyze, process and resolve workspace related end-user issues with support from Enterprise Systems, IT Training and user support.
Assist with the maintenance of workspace and Milan templates.
Provide analysis, support and training to attorneys, paralegals and secretaries on email management best practices and procedures. Work individually with end users to organize email folders and link to a workspace, as appropriate.
As needed, provide iManage/workspaces training for small teams, impromptu training or 1-1 coaching with lawyers and staff.
EDUCATION, EXPERIENCE AND SKILLS REQUIRED:
Bachelor's degree required. Degree in a relevant field strongly preferred.
2+ years of law firm experience required, preferably in the area of records or document management, knowledge management, paralegal services, or legal technology.
2+ years experience supporting a document management system (DMS) or ability to demonstrate expert use of a DMS required. Experience with iManage strongly preferred.
Excellent Excel, Word and Outlook skills required. Strong PowerPoint skills preferred.
Experience providing one-on-one coaching and training to end users preferred.
Experience in technical training desirable.
Strong business analysis, judgement, trouble-shooting, problem solving, quality assurance and project management skills.
Exceptional attention to detail,
Focus on delivering high quality work, in compliance with best practices and team standards.
Excellent customer service orientation, positive, proactive manner.
Ability to work with a variety of people at all levels within the organization.
Must have strong written and oral communication skills and be able to explain concepts and provide direction to all levels of staff and attorneys.
Solid presentation skills important.
Ability to organize, plan and carry out multiple projects simultaneously and prioritize work based on the needs of the department, user needs, and ticket due dates.
Must be both a self-starter, able to work efficiently and productively with limited oversight when appropriate, and be a team player.
Normal office environment and schedule, but must be available after normal business hours as needed.
Travel, as required.
The above is intended to describe the general content of and requirements for the performance of this job.It is not intended to be construed as an exhaustive statement of essential functions, responsibilities or requirements.
Ropes & Gray LLP is a preeminent global law focused on providing the highest-quality advice on our clients’ critical legal and business issues. Our global team of 2,500 talented professionals regularly helps clients meet high-stakes challenges, solve complex problems and achieve key goals. These colleagues work together across a global office network that includes offices in Boston, Chicago, Hong... Kong, London, New York, San Francisco, Seoul, Shanghai, Silicon Valley, Tokyo and Washington, D.C.
We are a contemporary firm that can bring more than 150 years of legal and institutional history to bear on the challenges clients face in today’s global, 24/7 business environment. Our collaborative approach gives our clients—which include many of the world’s most respected companies and institutions—ready access to leading corporate, litigation, transactional and regulatory lawyers whose knowledge and experience span industries and geographies.
With an international presence, we focus primarily on the asset management, technology, life sciences, health care and real estate industries. Our clients include global industry leaders, financial institutions, investment firms, private equity firms, hospitals and health care organizations, educational institutions and individuals.
We have consistently been recognized for our leading practices in many areas, including private equity, M&A, life sciences, health care, finance, investment management, hedge funds, tax, real estate, intellectual property, business and securities litigation, government enforcement, antitrust, and privacy and data security.
A key element of the firm’s strategy is an intensive focus on business development. There is significant upside potential in the platform both through expanding and broadening existing relationships as well as attracting new clients. Key aspects of that drive will include client-level planning and execution processes, traditional law firm marketing, and development of partners’ capabilities with respect to all aspects of client acquisition and relationship development.
Ropes & Gray is an equal opportunity employer.