Legal Tech Support Analyst

CMS is looking for a Legal Tech Support Analyst to join our growing team.

About us

CMS is a Future Facing firm with more than 80 offices in over 45 countries and 5,800+ lawyers worldwide. We combine deep local market understanding with a global perspective. We are passionate about building strong relationships with our clients, our people, and the communities we work in.

We take a bold, dynamic, and agile approach to ensure our clients are able to face the future with confidence. We are driven by emerging technologies such as generative AI and readily embrace the possibilities it opens up for developing new and better ways of working. Our aim is to inspire, impact and support our clients and our people, helping them to maximize their potential and thrive.

About the role

The Legal Tech Support Analyst role is an entry-level position within the Legal Technology Delivery team, responsible for providing first-line support for legal technology platforms and solutions across the firm. This role plays a crucial part in ensuring the effective day-to-day operation of legal tech tools, responding to user queries, maintaining support materials, and contributing to the continuous improvement of technology adoption and user experience.

This role will require you to become a subject matter expert on a range of legal tech tools in order to support their operational use across the firm. You’ll be the first point of contact for users so it’s important to create a good impression, be responsive and engaged.

Key Responsibilities:

• Develop an understanding of all legal technology tools and platforms supported by the Legal Tech Delivery team, and to become a go-to subject matter expert for both internal and client-facing teams.

• Act as the first point of contact for legal tech-related queries, managing the team mailbox and triaging requests in accordance with priority and complexity.

• Provide high-quality support by diagnosing and resolving technical issues, liaising with end-users to deliver clear, effective guidance.

• Escalate more complex or technical problems to senior team members in line with established escalation protocols.

• Configure and maintain standard sites/projects.

• Assist with the creation of demo sites/projects that are tailored to client or internal use cases, highlighting key features and functionality.

• Contribute to the production of training resources, including drafting scripts and recording videos for user onboarding, demonstrations, and knowledge sharing.

• Maintain and update internal support documentation, FAQs, and training materials to ensure ongoing accuracy and relevance.

• Perform administrative tasks across legal tech platforms, such as user management, permissions configuration, and data archiving.

• Support with upskilling both internal and external clients in the use of our technology by providing training and guidance on best practices.

About you

A keen interest in technology would be a plus especially within the legal sphere, however not expressly needed. More importantly, we’re looking for someone to join our team who has a desire to learn, is interested in how processes work and fit together, with a curious mindset to find out more. We want someone who is on the ball, who is prepared to work hard and be a reliable and dependable team member.

We are looking to give this opportunity to those who would like to start their career within the alternative legal service space, as well as those who have experience but want to work in a more embedded team.
Desirable skillset

• Exceptional attention to detail with a methodical approach to troubleshooting and documentation.

• Eagerness to learn new technologies and develop skills in a fast-paced, innovative environment.

• A collaborative team player with a proactive and positive attitude.

• Strong problem-solving abilities and excellent written and verbal communication skills.

• Openness to feedback, adaptability to change, and a commitment to continuous improvement.

• Ability to manage multiple tasks, prioritise effectively, and maintain organisational oversight in a dynamic workload.

• Familiarity with Microsoft Office tools.

What’s in it for you?

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