Cleary Gottlieb Steen & Hamilton LLP

  • Knowledge Solutions Analyst

    Job Locations US-NY-New York
    Job ID
    2018-1175
    # of Openings
    1
    Category
    Administrative
  • Overview

    Cleary Gottlieb’s Knowledge Solutions function is responsible for the design, creation and management of a suite of products which enable Partners and lawyers to find, access, and utilize knowledge and IP in the course of business development and client delivery.  The Knowledge Solutions team delivers products that blend high quality and relevant content with an integrated and consistent user interface, used to positively impact the firm’s global practice.   The Knowledge Solutions Analyst will partner with our team of knowledge experts, engineers and firm content owners to create and execute site design and content strategy.

    Responsibilities

    • Work alongside Product Managers and Information Technology to design, develop, maintain and evolve products.
    • Participate in product releases and execute on smoke/UAT testing.
    • Assist with drafting business requirements and maintenance of programs.
    • Review and monitor user engagement (use, effectiveness and impact), statistically analyze data, and report progress on a regular basis to relevant stakeholders.
    • Support continuous improvement and extension of products over time to continue to adapt and evolve to changing requirements.
    • Contribute to the structure, design, security, functionality, and administration of team sites, lists, libraries, and intranet pages for content relevancy, quality and branding.
    • Contribute to the development of governance models, procedures, policies, and maintain associated documentation.
    • Train Content Administrators to add content directly to portals and act as key point of contact.
    • Assist with product marketing and communication plans.
    • Participate in regular meetings of the Knowledge Solutions team and larger Practice Development programs as well as associated and relevant project meetings.
    • Liaise with other business support functions as necessary in course of duties.
    • Maintain knowledge of applicable systems and solutions.
    • Advocacy of delivered products and customer service representation for continued enhancements.

    Qualifications

    • Experience in a commercial or professional services organization. Legal background preferred but not essential.
    • Experience interfacing with product end users. Strong background in customer service and/or help desk function.
    • Customer focused approach to service delivery, with consumer relationship management skills.
    • Excellent written and verbal communication skills with ability to read, understand, and implement technical documentation.
    • Ability to work across multiple business groups, work in virtual environments and fast-paced, demanding front office environment.
    • Analytical and problem-solving skills with ability to understand business and technical functions, process information quickly and assess impact to products.
    • Understanding of critical success criteria for products.
    • Familiar with web development technologies, such SharePoint 2013/2016 administration and training.
    • Experience using project management tools (such as JIRA/Confluence) and analytical reporting tools such as (Ngage/Tableau) a plus.

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