Content Management Analyst

The Content Management Analyst will support the delivery of content management services and support of Practice and Industry Groups and the Knowledge function, catering to internal and external clients. The role holder will work as part of the Content team focusing on various tasks, as directed by the leadership and authorized staff of the Service Center and Knowledge Specialist function. 

This is an excellent opportunity for someone looking for a role in Knowledge Management and Knowledge systems, with a genuine interest in learning about the business of law. We seek someone interested in Knowledge Management and Systems and passionate about understanding legal business.

Responsibilities:

Profiling, content management, upload, and redaction:

• Upload content and supporting profiling and maintenance of content for InsightPlus (client alert system), Harmony (precedents and knowhow system), the Firm's internal website, and other relevant platforms
• Assist with the migration and the ongoing maintenance of content within the Firm's legal Knowhow system, content in BakerWorld and BakerOnline, and other relevant platforms, systems, and tools
• Support content development teams as necessary including profiling and audit of for example Harmony libraries and their content
• Upload content to Knowledge systems, repositories, and applications for example Dawn Raid
• Basic assistance with house style, proofing, and coversheets
• Identify the proper Gatekeeper (person responsible for the maintenance and management of a Knowhow collection in Harmony) for submitted documents and content
• Assist with the  collection, and where applicable, review of know-how, work product, and multijurisdictional-related content and their upload to various platforms
• Assist with the management, development, and population of content for specific client products and new client applications
• Where appropriate or necessary, support the Content Development team by removing client identifiers and undertaking basic redaction exercises
• Upload surveys, videos, and update content to Resource Hub

Systems, platforms, tools, support, and reporting:

• Generate reports regarding Knowledge content in online platforms and systems such as Harmony, InsightPlus, and Contract Express
• Support systems, platforms and tools, and new technologies and approaches as required, ensuring a good understanding of their functionality and use at all times
• Assist in the development of different platforms and enhancing user design and experience
• Be an initial point of contact for escalation of issues on knowledge systems and platforms

Quality and process:

• Perform quality checks on all work output including all document links and profile data
• Readily co-ordinate with the Quality Reviewer and other internal clients to ensure proper workflow processes and quality, quickly flagging issues and making suggestions for ongoing development and improvement
• Follow all best practices, policies, and processes and ensure a very high level of quality of work and service at all times ensuring SLAs, turnaround times, and KPIs are met at all times
• Focus on maintaining confidence in the quality of services by ensuring accuracy, consistency, and brevity
• Take a holistic overall approach to tasks, engage with each document/task, and understand the context of the overall objective rather than a mechanical process
• Ensure ongoing development of relevant skills, 'specialisms' and a thorough understanding of relevant systems platforms and tools

Work and Service Orientation:

• Lead the work of small project teams as required
• Provide informal guidance to junior staff, acting as a role model and resource for colleagues with less experience
• Work effectively in a team, share knowledge and best practices with colleagues within the Service Center and across service centers on shared services and products
• Attend ongoing training as required

Skills and Experience:

• Graduate degree
• Excellent working knowledge of MS Office (Outlook, Word, Excel, PowerPoint); knowledge of MS SharePoint, HTML/CSS, and other web development tools is an advantage
• Able to review, analyze, and organize documentary and factual evidence
• Extremely strong attention to detail - gets it right the first time
• Excellent working knowledge of Microsoft PowerPoint, Word, Excel, and online research tools
• Very high work standards
• Excellent writing, organizational, and problem-solving skills
• Strong client service orientation
• Able to prioritize and work to tight deadlines and manage own caseload
• Good communication skills, including the ability to liaise with people across the business
• Able to work well in both a team and individually
• Keen to develop and use initiative
• Respects and enjoys the diversity of cultural, social, and academic backgrounds found in the Firm