Job Description

Service Delivery

Accountable for ensuring quality control process is adhered to in delivery of all services.

Ensure Litigation Support Specialist and Manager are made aware of all tasks/projects and the approach to delivery is discussed and confirmed with them.

Generate & adhere to recommendations, project plans, cost estimates, procedures and specifications, ensuring quotes are provided and instructions are agreed in writing.

Data processing of material received in various formats including native and load file mapping and ingestion, as well as exception handling.

Setup and customization of review platform, running searches and culling data, creating review batches, customizing coding templates, creating user roles and related permission settings.

Carry out native and load file productions according to specifications.

Resolve first line support queries and work with our second- and third-line support to ensure technical issues are resolved.

Act as a reference point for service issues, escalating any complaints from the Practice immediately to the team Manager and working with the Manager to address these.

Maintain project and product documentation.

Administration of software and hardware used by the eDiscovery team.

Assist with collection and reporting of statistics.

Assist in deploying LegalTech tools to enhance matter delivery efficiency and conduct regular maintenance and updates to ensure tools remain effective.

Provide frontline support for client and Practice queries on LegalTech tools, and create or update user guides and FAQs to enhance understanding and use.

Monitor and report on basic ROI metrics for LegalTech solutions and gather and analyze supplier performance feedback for continuous improvement.

Document client requirements for new LegalTech use cases and manage, document changes to client instructions with flexibility and responsiveness.

Collaborate with team members for common technical issue resolution and log and track support requests to identify recurring challenges for proactive resolution.

Ensure defensible processes and data security procedures are adhered to at all times.

Collaborate with the global eDiscovery team as needed, ensuring seamless communication and support by updating and maintaining documentation on Monday.com, facilitating mutual assistance and efficiency.

Subject Matter Expert

Responsible for the successful end-to-end delivery of eDiscovery projects, including processing data, creating productions for disclosure/investigation, leveraging TAR functionality, Early Case Assessment tools, GenAI solutions, eBundling and case management solutions.

Keep up to date with developments by attending seminars/presentations on relevant services and technology, ensuring knowledge is shared and training is provided to all team members.

Help prepare training materials for end users of LegalTech tools and participate in knowledge-sharing sessions to stay informed on LegalTech trends.

Assist with data entry and analysis for usage trends, ensuring tools adhere to security and compliance standards to maintain integrity and reliability.

Support and advise on LegalTech tools and processes while maintaining high standards through adherence to quality control and strategic planning processes.

Attend seminars and presentations on LegalTech developments, ensuring alignment with the latest industry trends and fostering a culture of innovation within the team.

Relationship Management

Manage the expectations and interests of multiple practice stakeholders.

Provide specialist advice tailored to the individual needs of the client.

Characteristics, Skills & Experience

Adopts a team-oriented approach and prepared to assist clients and colleagues (out of normal office hours) to meet deadlines.

Expected to be on call 24/7 during busy periods.

Strong attention to detail (especially on time consuming and repetitive tasks).

Ability to earn respect of fellow team members.

Honest, open, diplomatic, and direct style.

Highly motivated.

Excellent interpersonal and communication skills.

Demonstrates strong commitment to maintaining high levels of customer service.

Performs well under pressure.

Approachable and willing to learn new skills, understand new platforms and technology and take on responsibility.

Assertive when necessary.

Appreciation of the culturally diverse environment in which the firm operates.

Proven experience of successfully supporting projects with all aspects of eDisclosure process.

Experience of using eDisclosure products such as Relativity, Reveal, Disco, Axcelerate, Nuix, Sharedo or Opus2.

Ability to effectively communicate technical solutions and jargon to non-technical stakeholders.

Able to prioritise quickly, often in busy periods, in a calm manner.

Good office administration skills.

Quality assurance and customer service experience.

Attention to detail.

Appreciation of corporate business dynamics.

Ability to lead through collaboration with effective stakeholder management.

Able to work effectively with a wide range of teams (business leaders, product delivery etc.)

The base salary range offered for this role will be between $115,000 and $145,000 and represents the firm's good faith and reasonable estimate of the range of possible compensation at the time of posting. Actual compensation will be dependent upon a number of factors, including but not limited to, the candidate's relevant experience, performance, qualifications, degrees and location, as well as the needs of the firm. The total compensation package for this position may include overtime pay, discretionary bonuses and other benefits.

This list of duties and responsibilities above is not exhaustive. It is intended to describe the general content of, and requirements for, the performance of this job. As such, the role may also include the undertaking of additional tasks as required.

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