Legal Techno Function Support Analyst with Relativity One

Role: Legal Techno Function Support Analyst with Relativity One

Location: Chicago, IL Onsite

Duration: 2 years

Shift time: Flexible to work in 7 AM to 9 PM Central Shift | OnCall Support on Weekends on rotational basis

Only local consultants

Job description:

The Legal Technology Functional Support Analyst provides Level 2 production support for legal applications used by attorneys, paralegals, and business services teams. The role is responsible for troubleshooting incidents, fulfilling service requests, performing root cause analysis, maintaining application stability, and coordinating with Level 3 support teams, vendors, and business stakeholders to ensure high-quality service delivery and SLA compliance.

E-Discovery and Litigation Data

Relativity One: An advanced legal data and e-discovery platform leveraging generative AI to streamline document review and case strategy.

Incident & Service Request Management

• Analyze, troubleshoot, and resolve Level 2 incidents and service requests for legal applications.
• Provide workarounds, administrative fixes, and functional guidance to end users.
• Escalate complex issues to Level 3 support, development teams, or vendors as required.
• Manage ticket queues, priorities, and SLA compliance through ServiceNow or other ITSM tools.
• Support major incident resolution activities and business communications.

Functional Application Support

• Support legal applications such as Relativity, eDiscovery, iManage, Intapp, Litera, Contract Lifecycle Management (CLM), eBilling, DMS, CRM, and other law firm business applications.
• Perform application configuration, user administration, access management, and data maintenance activities.
• Assist users with application functionality, workflows, and process-related inquiries.
• Validate application behavior and identify functional defects.

Problem & Knowledge Management

• Conduct root cause analysis for recurring issues.
• Document known errors, workarounds, SOPs, and knowledge articles.
• Maintain support documentation, user guides, and operational runbooks.
• Identify opportunities for process automation and operational improvements.

Change & Release Support

• Support application deployments, upgrades, patches, and release activities.
• Perform functional validation and post-release verification.
• Coordinate testing and business signoffs when required.
• Support change management activities and minimize business disruption.

Stakeholder Engagement

• Work closely with attorneys, legal operations, business users, vendors, and technical teams.
• Communicate issue status, risks, and resolution plans effectively.
• Participate in governance, service reviews, and continuous improvement initiatives.

Required Qualifications

1. Bachelor's degree in Information Systems, Computer Science, Business, Legal Technology, or related field.
2. 3-7 years of application support experience.
3. 2+ years supporting legal or law firm applications.
4. Experience with ServiceNow or similar ITSM platforms.
5. Strong analytical and troubleshooting skills.
6. Excellent verbal and written communication skills.