Systems Analyst

Position: Knowledge Systems Analyst
Location: City of Westminster

We are looking for a Senior Knowledge Systems Analyst to support the effective operation, continued development and integration of the firm's trusted knowledge sources, ensuring content can be accessed, used and reported on securely and reliably. Reporting to the Knowledge Manager, you will oversee day-to-day support for Insight+, our global knowledge and experience platform, and help improve content quality, taxonomy, metadata and reporting to support effective search and retrieval.

Working closely with Library and Knowledge Services colleagues, IT and wider stakeholders, you will combine technical systems support with a focus on user experience and continuous improvement. You will support the integration of trusted knowledge content with AI-enabled tools and other firm systems, use analytics to identify improvement opportunities, and contribute to training and adoption activities. This role is a 12-month fixed-term contract to provide cover for a period of maternity leave within the team.

• Oversee day-to-day support and service stability for the firm's global knowledge and experience platform Insight+, working with IT and internal and external technical teams.
• Coordinate system changes and improvements in line with agreed change process.
• Monitor performance and usage to identify issues and improvement opportunities.
• Maintain technical documentation, including protocols, configuration and system changes.
• Support the design, testing, implementation and ongoing operation of integrations between Insight+, AI-enabled tools and other firm systems, working with IT, Information Security, vendors and relevant product owners as required.

Content, taxonomy and metadata

• Oversee the quality, consistency and lifecycle of content held in Insight+.
• Support effective submission, curation and review processes with Knowledge Lawyers and contributors.
• Manage taxonomy and metadata improvements to support effective search, retrieval and integration.
• Coordinate taxonomy and metadata governance, ensuring alignment with wider information and data strategies.
• Help ensure knowledge content is consistently indexed, tagged and stored for integration with business systems and reliable use by AI-enabled tools.

Reporting and analytics

• Maintain and develop reporting and analytics on platform usage, adoption, search activity, content submissions, and the performance and coverage of AI integrations.
• Use insight from reporting to perform data quality checks and metadata gaps.
• Use insight from reporting to highlight trends, risks and improvement priorities.

User support, training and change management

• Manage Insight+ support queries and tickets, escalating where needed and tracking issues to resolution.
• Support training, communications and adoption activities with relevant teams.

Working with the wider firm

• Act as the main point of contact between Library and Knowledge Services team, IT and wider stakeholders on technical aspects of Insight+.
• Act as the technical knowledge liaison with IT, Information Security, Risk, Data and product owners on the integration of trusted knowledge content into AI-enabled solutions.
• Represent the Knowledge team in relevant governance and working groups.
• Support with other Library and Knowledge projects and initiatives as required.

Continuous improvement

• Identify and prioritise opportunities to improve the platform and user experience.
• Support the evaluation of future enhancements and new capabilities (including AI-enabled features) for technical feasibility, content readiness, information governance, user value and ongoing support requirements.
• Provide an effective end-of-contract handover, summarising open issues, changes made and recommendations.

This list of duties and responsibilities is not exhaustive. It…