Practice Innovation Specialist (Open to Various Locations)

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
• Aid in 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
• Aid in 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

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 wireframing 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 requiring prolonged and/or extensive computer use
• Ability to use computers, telecommunications, and digital collaboration tools to perform core job responsibilities
• Ability to engage in effective and professional communication
• Ability to analyze information, maintain attention to detail, manage multiple priorities, and exercise sound judgment
• Ability to access, use, and safeguard confidential and sensitive information while performing job responsibilities in work environments that support confidentiality, privacy, and information security requirements
• Ability to work extended hours or in office as required to meet project, client, or business needs

Pay and Benefits

• Pay ranges: Atlanta, Denver, Philadelphia, Pittsburgh, Richmond, Texas, Wilmington: $28.85 – $32.69 per hour (40-hour workweek; approximately $60,008 – $67,995 annually) Miami: $30.77 – $34.87 per hour (37.50-hour workweek; approximately $60,002 – $67,997 annually) Chicago: $32.97 – $37.36 per hour (35-hour workweek; approximately $60,007 – $67,995 annually)
• Employee Benefits Overview: Our comprehensive benefits package includes: 401(k) retirement plan Medical insurance Health savings account (HSA) Virtual health services Dental insurance Vision insurance Accident insurance Hospital indemnity insurance Critical illness insurance Life insurance Short-term disability coverage Long-term disability coverage Flexible spending accounts (FSA) Lyra Health employee assistance program (EAP) Paid family leave (for eligible exempt and non-exempt staff) Transportation benefit Back-up child care services College coach program Pet insurance Paid sick time (for exempt staff) Paid time off (available to all full-time, non-temporary employees) Reed Smith offers a challenging work environment, business casual dress code, and a total compensation package that includes a competitive salary, flexible benefits program, tuition assistance, and a generous 401(k) plan. Reed Smith is an Equal Opportunity Employer with core values of integrity, excellence, teamwork & respect, innovation, and impact. Reed Smith also provides reasonable accommodations in accordance with law, including in the application and interview process. Qualified candidates only. No search firms.