The Operation Support Analyst is responsible for supporting the end-user experience for the company’s systems. This role requires a strong technical background and a focus on ensuring efficient and effective system interaction for all users.

The Team

The Information Systems (IS) team plays a pivotal role in the technological enablement of the firm, ensuring the seamless operation of all computer systems. With a focus on delivering robust and efficient technology services, the IS team is divided into two main departments: Applications and Technical Services. The Applications department is tasked with the development, maintenance, and support of the software applications vital to the firm's operations. Meanwhile, the Technical Services department is dedicated to the upkeep of the firm's computer architecture, providing operational support, diagnosing hardware and software issues, and configuring the back-office computing infrastructure. Together, these departments strive to deliver innovative solutions that cater to the evolving needs of the firm's user base, underpinning our commitment to excellence in legal service provision.

The Firm

We are the law firm clients choose for excellent service, incisive thinking and above all for our ability to focus on what matters. From offices across the UK and Brussels, we support some of the world’s most exciting and ambitious businesses; amazing clients making an impact. We empower our people to be their authentic selves and deliver together in supportive teams committed to excellence and innovation. The first top 50 law firm to achieve ‘Platinum Standard’ Investors in People, our values and culture are not just words on our website but are the heartbeat of the firm. We are also on a pathway to net zero across the value chain by 2040.

We have an outstanding benefits package to complement our competitive remuneration system. In addition to the competitive salaries, great working environment and high-quality work, we believe that all staff should be rewarded for their commitment to the continued success of the firm through a comprehensive and flexible range of benefits.

Our Strategy

The strategy is to transform from being a really good firm with a really solid reputation, into an excellent firm with a reputation for excellence. So that by 2030, we will excel in our chosen markets.  At the heart of our new strategy is focus. Intense focus on what we do well. And a bold commitment to doing it even better.

Main Responsibilities

• Proactively analyse system and application usage to identify opportunities for user experience improvements.
• Work closely with cross-functional teams to implement system enhancements that enhance user satisfaction.
• Provide expert technical support and guidance to ensure system reliability and performance.
• Lead user research and feedback initiatives to understand user needs and preferences.
• Develop and maintain comprehensive system documentation and user guides.
• Assist managing and completing hardware builds and configurations.
• Assist with the onboarding and offboarding processes for joiners, leavers, and movers.
• Contribute to the knowledge base by documenting common issues and resolutions.
• Participate in regular training and development activities to enhance technical and customer service skills.
• Demonstrate flexibility and willingness to assist in other areas of the business as work demands require, ensuring a collaborative and adaptive approach to changing workloads.
• Participate in an on-call rotation to provide essential support outside of standard business hours.

Skills & Qualifications

• Microsoft Certified Professional (MCP) qualification is preferred.
• ITIL v4 certification is highly desirable.
• Experience in user experience engineering or a related technical field.
• Preferable experience with end-user experience management solutions.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration abilities.
• Ability to work under pressure and manage multiple priorities.

Additional Details

• Travel to other offices will be necessary on occasions
• It is essential that the User Experience Engineer can work flexible or extended hours to complete some tasks outside of core business hours of 08:00 to 18:00.
• This role requires the jobholder to work from the office five days a week.
• Due to the nature of this role, there is an expectation that additional hours may be required as and when necessary to meet business demands.

Description

We are a fast-growing Legal AI company transforming the way in-house teams work. Our AI-powered platform empowers legal, compliance, procurement, finance, and business operations teams to collaborate more effectively, reduce risk, and accelerate growth. By combining cutting-edge AI with deep legal and regulatory expertise, we are redefining how enterprises handle contracts, compliance, and decision-making at scale.

The Role

We’re looking for a Product Manager to define and deliver solutions that begin with legal teams and extend across the enterprise. You’ll work closely with leaders in legal, compliance, procurement, and finance to understand their challenges and translate them into scalable, AI-powered workflows. This role is about building products for lawyers and shaping tools that drive efficiency, transparency, and growth across the entire business.

As Product Manager, you will act as the “expert voice” for your product area, owning the roadmap, driving cross-functional execution, and ensuring consistency across the platform. This role is ideal for someone who thrives in a fast-paced environment, can translate complex technical capabilities into customer value, and is passionate about building world-class AI products. You’ll thrive here if you can translate complex technical capabilities into customer value, drive product usage and adoption, and are passionate about building world-class AI products.

Responsibilities

• Product Ownership & Strategy
  • Act as the “expert voice” for your product area, owning the roadmap and priorities.
  • Drive roadmap planning, balancing technical feasibility, business impact, and resourcing.
  • Apply strategic thinking and customer empathy to define solutions that scale across multiple business functions.
• Stakeholder & Team Leadership
  • Lead kick-off and playback sessions, aligning scope with stakeholders and project teams.

• • Collaborate with AI engineers, designers, and legal experts to deliver intuitive, enterprise-ready solutions that balance technical feasibility, business impact, and regulatory compliance.

• Design & Specification
  • Use Lovable, Figma or other tools to present early prototypes.
  • Validate designs and prototypes against business and user needs prior to build.
  • Gather and prioritise requirements from customers, stakeholders, and market research, translating them into actionable specifications.
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• Build & Execution
  • Own iteration cycles and ensure timely delivery of documentation and configuration.
  • Review and approve prototypes and Figma flows before development begins.
  • Ensure cross-functional execution across engineering, design, and AI teams.
• Verification & Finalisation
  • Sign off on functionality, UX, and overall product quality.
  • Oversee release collateral including notes, guides, and customer-facing documentation.
  • Ensure consistency and coherence with the broader product portfolio.
• Market & Innovation
  • Analyse trends, competitor products, and regulatory landscapes to anticipate opportunities and risks.
  • Champion ethical, transparent, and trustworthy AI use across legal and business workflows.

Requirements

• Degree in a technical or analytical discipline (2:1 or above in the UK, GPA 3.8+ in the US).
• 3+ years of experience in product management, consulting, or a related strategic/analytical role.
• Demonstrated ability to manage the product lifecycle end-to-end, from ideation to launch and ongoing usage/retention
• Strong written and verbal communication skills, with the ability to engage both technical and non-technical stakeholders.
• Excellent organisational skills and the ability to prioritise multiple initiatives in a fast-paced environment.
• Familiarity with Agile methodologies and product lifecycle management tools.
• Strong technical curiosity, with the ability to engage closely with engineers and data scientists.
• Analytical mindset with an eye for detail, coupled with a problem-solving orientation.

Desired Skills & Attributes

• Experience working in SaaS, AI, or enterprise software environments.
• Passion for driving innovation in legal, compliance, and business workflows.
• Collaborative, entrepreneurial spirit with a drive to deliver measurable impact.