Application Support Analyst

Application Support Analyst

At Wilson Elser, we are redefining what it means to work at a national law firm. With more than 1,400 attorneys across 46 offices nationwide, we are recognized among the top 100 law firms by The American Lawyer and ranked #30 in the National Law Journal's survey of the nation's largest law firms.

Our continued success is built on a culture of collaboration, innovation, client service, and mutual respect. We are committed to fostering an environment where employees are empowered to grow their careers, contribute meaningfully, and thrive professionally.

The Application Support Analyst is a mid-level expert in supporting, maintaining, and monitoring systems critical to the firm's operations and its tertiary applications. This user-support-focused role enhances users' experience with the firm's software suites, delivers resolutions to day-to-day issues, and provides end-to-end functional support to attorneys, legal staff, and business professionals. The analyst adheres to the firm's information governance policies and applies ITIL best practices while supporting core legal technology platforms, including iManage Cloud, the Intapp Risk Management Suite (One Place for Risk, Conflicts, Ethical Walls, Legal Holds), litigation support systems, and Litera One.

The role operates in a cloud-first environment and supports the firm's ongoing digital transformation, with a focus on reliable, practical, and user-centered service.

• Resolve complex end-user support issues across the firm's core legal technology platforms, including iManage Cloud, the Intapp Risk Management Suite (One Place for Risk, Conflicts, Ethical Walls, Legal Holds), litigation support systems, and Litera One.
• Provide day-to-day Tier 2 application support, troubleshooting, and issue resolution for attorneys, legal staff, and business professionals.
• Train peers and end users on current and new application functionality, ensuring successful adoption of supported platforms.
• Manage user access, roles, permissions, and ethical walls across all supported applications.
• Support information governance policies including document management, workspace provisioning, lateral transfers, and records retention.
• Interact with and support litigation management, e-discovery, and docketing systems that integrate with the firm's technology ecosystem.
• Create, update, and maintain system documentation, runbooks, and standard operating procedures.
• Assist with data and case mapping across supported platforms.
• Understand and support ITIL/ITSM best practices for incident, problem, and user request management.
• Engage in using JIRA & Confluence for ticketing, service management, and project work.
• Confer directly with end users to ensure a positive experience with supported applications and gather feedback for continuous improvement.
• Align with vendor release schedules and prepare end users for upcoming UI, feature, and functionality changes.
• Consult with IT Management on application support strategy, user experience enhancements, and information governance best practices.

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field required; equivalent professional work experience will be considered.
• Relevant industry certifications (iManage, ITIL, ISO 27001, or other IT certifications) are highly valued.
• Minimum 3 years of relevant hands-on experience in application support or legal technology systems.
• Experience supporting legal platforms such as iManage Cloud, the Intapp Risk Management Suite, and Litera One.
• Familiarity with litigation support, e-discovery, and docketing platforms (e.g., Reveal/Logikcull, Milana/eDockets, or comparable systems).
• Proficiency in Microsoft 365 and common integrations for document and email management.
• Experience with ethical walls, legal holds, lateral transfers, and new business intake processes, a big plus.
• Familiarity with legal financial systems such as Aderant Expert or comparable platforms, a plus.
• Proficient in cloud technologies, hybrid environments, and legacy on-premises infrastructure.
• Proficient in collaboration platforms such as…