Associate Consultant, Legal Technology Managed Services

Harbor is seeking a Associate Consultant to join our 3E Managed Services team within our Legal Technology and Operations (LT+O) practice group. The Consultant ensures successful client engagements and consistent client satisfaction in both production issue resolution and continual improvement tasks.  The Consultant will work closely with a team of skilled individuals from a variety of technical and professional backgrounds across multiple time zones.  Providing an excellent customer experience is an integral part of this role.  This is a position that can be hybrid from the UK, the US or Canada.

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Job Duties and Responsibilities:

• Provide application guidance to clients and collaborate with users to achieve their business needs.
• Analyze and resolve application and data integrity issues.
• Perform train the trainer sessions on various business modules within the application.  
• Document processes and procedures as require by clients.
• Prepare test cases and perform QA testing on application enhancements.
• Gather requirements for application enhancements and collaborate on implementing them with technical team members.
• Stay current with application releases.
• Requirement for on-site visits should the need arise.
• Report back and collaborate with senior MS management to address client or junior staff concerns. 
• Contribute to the work of Managed Services, including: 
• • Build trusted relationships with clients to effectively support long term service and growth.
  • Ensure that services are delivered and client cases are updated in according to service level agreements (SLAs).
  • Attend regular backlog review and client meetings. 
  • Contribute to team Knowledge Base.
  • Provide best practice guidance and solutions based on business needs. 
  • Work with cross-functional teams to delegate work as needed.

Experience, Education and Qualifications:

• Bachelor's degree in computer science, business administration, information systems or equivalent combination of experience and education 
• 2-3 + years of related experience with responsibilities related to Legal Technology or Professional Services products and services
• 2-3 + years of experience in a client-facing role.
• 2-3 + years of hands-on experience using or training on 3E or other legal accounting systems, either at a Law Firm in an accounts department or legal services environment.
• Preferred knowledge of SQL and Windows Operating System.
• Intermediate level of experience dealing with collaboration and project tracking tools e.g. Jira and Confluence 
• Strong analytical and problem-solving skills.
• Ability to communicate effectively, verbally and in writing, with technical, business and management staff.
• Excellent interpersonal skills with the ability to develop solid working relationships with colleagues and clients. 
• Flexibility to adapt to change and to learn and develop new skillsets as required.
• Dynamic and excited to constantly learn new features within the software and legal industry.