Practice Innovation Specialist

Position summary The Practice Innovation Specialist supports the firm's intranet and extranet platforms and plays a key role in ensuring that attorneys, staff, and clients can reliably access high-quality, user-friendly digital experiences. This role combines hands-on site administration, content support, customer service, and operational maintenance with opportunities to contribute to ongoing platform improvements and process enhancements. This role provides day-to-day assistance to users, conducts training, manages requests, maintains content integrity, and participates in efforts to optimize and streamline firm tools.

Job duties and responsibilities Respond to user questions and requests related to the firm's intranet and extranet platforms and others, providing high-quality customer service and clear guidance Serve as a first- and second-tier support resource for content administrators and end users, escalating issues appropriately when necessary Communicate with users in a friendly, timely, and professional manner, ensuring thorough follow-through and appropriate resolution of requests Conduct user trainings, virtual or in person, on intranet and extranet features, site administration, and best practices, after completing required onboarding and skills development Assist with creating, updating, and maintaining training materials, documentation, and user guides Support content owners across the firm in maintaining accurate, organized, and up-to-date site information Perform routine maintenance, quality checks, cleanup tasks, and updates across firm sites Assist with process improvements, documentation, and operational housekeeping for firm tools Collaborate with other teams to identify opportunities to enhance platform functionality, user experience, and governance practices Contribute ideas and participate in discussions related to system enhancements, workflow improvements, and user support methodologies Learn and apply new technologies, including Microsoft 365 applications such as SharePoint and other systems, with support and training from team members Provide off-hours support and coverage as needed, including evenings, weekends, and holidays, which may involve responding to critical incidents, performing system maintenance, or assisting with project deadlines Perform other duties as assigned Job duties and responsibilities included are not exhaustive and may be supplemented as necessary.

Reed Smith reserves the right to revise or modify job duties and responsibilities at any time. Requirements

Education:

Required:

Undergraduate degree in Information Technology, Computer Science, or a related field Preferred: J.D., Master of Information Systems (MIS), or a graduate degree in a related discipline

Experience:

Minimum of 3 years of experience in a law firm or legal department; candidates with direct knowledge management experience in a legal environment may qualify with at least 1 year of experience Proven experience in project management and business analysis Experience working with SharePoint, Microsoft 365, HTML, CSS, and other programming languages Experience working for a global organization preferred Prior experience as a lawyer or paralegal preferred

Skills:

Strong time management and organizational skills to effectively prioritize tasks and manage multiple projects in deadline-driven environments while maintaining strong attention to detail and accuracy in day-to-day work Solid problem-solving and troubleshooting skills, with a solutions-oriented approach when addressing routine and moderately complex issues Working knowledge of knowledge management processes and legal technology tools used to support operational workflows Ability to gather, document, and maintain business and technical requirements with attention to detail and accuracy Ability to analyze information and trends and prepare materials to support project and operational decision-making Familiarity with wire framing techniques and application of UI/UX design principles when assisting with solution development Proficiency in using workflow, scripting, and automation tools, including SharePoint and other Microsoft applications, to support team processes Strong communication and presentation skills, with the ability to explain technical concepts clearly to non-technical users, deliver user trainings on tools and established procedures, and share information effectively with internal stakeholders and project teams Demonstrated ability to collaborate effectively with colleagues, maintain positive working relationships across teams, and manage assigned priorities in a remote or hybrid work environment Demonstrated ability to learn new systems and processes and apply them as responsibilities evolve Other

Supervisory responsibilities:

None Equipment to be used:
Personal computer and other office equipment such as telephone, calculator, copier, scanner, etc.

Essential job functions:

Ability to sit or stand for extended periods and perform tasks…