Program Support Specialist

Description


Westaff's Career Division is recruiting for a Program Support Specialist for the downtown Baton Rouge area. The Program Support Specialist is a multi-faceted, non-supervisory support role focused on strengthening daily operations, supporting system and process training, and improving workflow consistency.


The role exists to support attorneys and staff by improving use of systems, resolving routine issues, and lessening interruptions from day-to-day work through better tools, training, and workflows.


Essential Duties and Responsibilities

Training and Process Support

• Serve as the primary resource for all training related to systems and core processes
• Provide onboarding, refresher, and just-in-time training for staff
• Develop and maintain user-friendly training materials, reference guides, checklists, and documented workflows
• Support training related to document practices, billing guidelines, and recurring firm processes
• Proactively identify training needs based on common questions, errors, or workflow challenges

Library, Research Tools, and Subscription Support

• Manage library resources, legal research tools, and subscriptions, including Clerk of Court access
• Maintain accurate records of subscriptions, licenses, access credentials, and renewal timelines
• Serve as a point of contact for basic access issues and usage questions before escalating to vendors
• Assist leadership with evaluating usage trends, redundancy, and cost efficiency of subscriptions
• Coordinate vendor communications and support continuity of access for staff

File Inventory Management and Optimization

• Oversee and support file inventory management, with a focus on organization, accessibility, and consistency
• Assist with optimizing digital file structures to improve retrieval, version control, and ease of use
• Coordinate periodic reviews to identify outdated, redundant, or inactive files
• Assist with document management clean-up efforts, migrations, or reorganizations
• Provide guidance and training related to file management practices as needed

Continuous Improvement, Automation, and Efficiency Support

• Serve as a resource for identifying and researching practical ways to streamline routine tasks and reduce unnecessary manual effort
• Research available system features, tools, or alternatives that can simplify work or reduce rework
• Lead efforts to identify and reduce avoidable non-billable time by improving tools, templates, training, and workflows
• Support a culture of continuous improvement by encouraging collaboration, feedback, and shared problem-solving

Level 1 Technology and Support (Backup)

• Serve as backup support for Level 1 IT response, particularly during high-volume or time-sensitive periods
• Provide routine assistance with document formatting, file access, printer issues, Teams/Zoom setup, and basic Microsoft Office troubleshooting
• Assist with end-user setup, onboarding-related technology needs, and workstation support
• Escalate complex or system-level issues to IT leadership promptly
• Provide limited after-hours or weekend support as needed to support continuity of operations (minimal-none)

Required Qualifications

• Bachelor's degree in business administration, operations, information systems, communications, or a related field
• 2-6 years of experience in operations support, training, process improvement, IT support, or professional services administration
• Advanced proficiency in Microsoft Word, Excel, PowerPoint, and Outlook, including templates, styles, and formatting troubleshooting
• Strong written and verbal communication skills with a collaborative, service-oriented approach
• Strong organizational and problem-solving skills with attention to detail
• Ability to manage multiple priorities and adapt to evolving firm needs
• Familiarity with documenting workflows or supporting operational processes
• Reliable transportation and a clean driving record
• Ability to work onsite in Baton Rouge, Monday through Friday, 8:30-5:00, with occasional after-hours support
• Willingness to travel to the New Orleans office and other work-related locations

Preferred Qualifications

• Experience in a law firm or professional services environment
• Familiarity with iManage, or document management systems
• Experience developing training materials or supporting group and individual training
• Exposure to workflow automation tools or knowledge-management platforms
• Knowledge of Microsoft Access (a plus)
• Coursework or experience related to operational improvement or process support

If you feel you are the ideal candidate for this position, apply now and be sure to have an updated resume attached.


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