About Cooley: Working at Cooley provides an opportunity for collaboration, challenge and reward. We are all part of one firm dedicated to maintaining a diverse workplace that values and celebrates differences. It is the unique abilities and perspectives of every individual at Cooley that creates a rewarding workplace, and a key part of what makes us Cooley. Our people-first culture, philosophy and firmwide commitment to inclusion and wellness is central to our success and the driving forces behind our global growth. Our cooperative spirit is the trademark of the Cooley culture and every employee in every department is instrumental to the success of the firm. Cooley is devoted to continually advancing our standing as one of the world’s greatest law firms, and we believe part of that is achieved when we live up to the promise of making our firm a great place to work.
Position summary: Cooley Information Services (IS) embraces a culture of customer service excellence, and all members of the department are expected to move this agenda forward. To that end, the Knowledge Solutions Product Specialist is expected to recognize the Cooley IS department is, first and foremost, a service organization. The Solutions Product Specialist will be evaluated on customer service delivery in equal measure as the handling of technical or operational responsibilities outlined later in this document.
Working under the direction of the Knowledge Services Manager – Europe & Asia, the Product Specialist will work directly with the firm’s legal professionals through one-on-one engagements, presentations in team settings and outreach to practitioners across offices and departments. The Product Specialist will promote best practices for personal, client-matter knowledge management methodologies. The specific goal of these efforts is to improve adoption of practice-facing technologies and promote appropriate methods for their use. This role is an integral part of the Knowledge Services team working closely with Knowledge Services colleagues, Legal Service Delivery, Information Governance, Client Service, Practice Innovation, and Project Management teams.
Specific duties include, but are not limited to, the following:
Position responsibilities:
· Work across the organization to ensure functional alignment for all solution readiness elements necessary to ensure a product or solution is ready for general availability
· Engage with legal professionals to identify and promote best practices for personal knowledge management tools and identify opportunities for improvement
· Ability to execute: Drive execution against our roadmap and vision, efficiently bringing our plans and designs to real-life use. Run point on operational issues that come up day-to-day by understanding, finding root cause solutions, and driving closure
· Serve as business primary point of contact on the development and implementation of strategically focused initiatives and/or new products and feed back to the Knowledge Services Manager – Europe & Asia
· Support the identification of new solutions, enhancement opportunities or product gaps that exist in our current solution portfolio and the making of the case for investment and prioritize resources to deliver on our business outcomes
· Support the prioritizing of a portfolio of routine and ad hoc projects based on highest impact and the top goals of the organization
· Support work with external vendors and internal teams to keep products current and updated to market standards
· Support the execution of strategies for identifying and promoting methods to increase adoption of proprietary Cooley systems
· Keep abreast of industry trends with respect to systems and tools and work with leadership to ensure we are adopting the most efficient trends and tools in line with our firm strategy
· Identify, promote and advocate methodologies, user interfaces, user experiences, training programs and processes to improve adoption of personal, client and matter knowledge management systems
· Support the execution of strategies to identify, monitor and report adoption metrics for knowledge and practice management tools to quantify effectiveness of practice engagement and adoption effort
· Support the execution of strategies for needs finding efforts, including interviews and testing, to improve the alignment of existing systems with end-user needs and business goals
· Support the execution coordination of training, support, documentation, and resource materials to drive best practices in the use of client-and attorney-facing processes and systems
· Support the execution of strategies for best practices training for administrative practice support teams, such as technical training resources
· Assist in the evaluation, selection and maintenance of appropriate hardcopy and online resources, systems and tools for Asia to ensure these supports the business effectively and keep up to date in developments and best practices in the field
· Coordinate with vendors to provide regular and updated training for electronic resources and make available appropriate training sessions in Firm’s training portal
· Work with vendors and Firm staff to troubleshoot and resolve technical issues. Serve as the Resource Management’s point of contact for the Cooley Service Desk for those resources.
· Assist, where appropriate, in onboarding new hires in Asia
· Responsible for ensuring any service requests are accurately entered and managed in the firm’s research management platform, Quest.
· Maintain employee groups in Research Monitor to ensure accurate users and license assignments.
· All other duties as assigned or required
Skills and experience:
Required:
· After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
· Previous experience working in a legal services environment
· Proficiency in collaboration tools such as SharePoint, data rooms and feature-rich extranet platforms
· Familiarity with customer relationship management tools such as SalesForce
· Familiarity with data visualization tools and methodologies such as Microsoft PowerBI, DoMo or Tableau
Preferred:
· Bachelor’s degree, advanced degree a plus
· Legal Project Management certifications or equivalent experience (e.g. Legal Lean Six Sigma).
Competencies:
· Strong customer focus, with an emphasis on efficient and effective communications
· Excellent customer service skillset
· Superior relationship management, presentation and collaboration skills
· Ability to work independently and take initiative while ensuring compliance with the IS department’s standards in development, delivery and support of business systems
Cooley offers a competitive compensation and excellent benefits package. EOE.