Knowledge Systems Services Analyst at Hogan Lovells

Knowledge Systems Administration and Query Resolution

• Respond quickly and efficiently to internal and client queries, with an attention to detail, whilst meeting business SLAs.;
• Support the business with platform and process based queries;
• Recognise and re-direct queries to correct parties as required;
• Maintaining Collaborate and Engage, our file sharing platforms for internal and external clients;
• Uploading content to Engage, in line with best practice guidelines and following a defined process;
• Respond quickly and efficiently to internal and client queries, with an attention to detail, whilst meeting business SLAs;
• Providing lawyers and/or clients with access to platforms;
• Liaising with Knowledge Systems Services Managers and Knowledge Lawyers to check accuracy and resolve problems with content;
• Maintaining Engage; our client facing platform for publications and online resources;
• Testing platform functionality with each bug fix and/or upgrade;
• Maintaining our support site, including the creation and updating user guides;
• Supporting the business with the creation and maintenance of cross-border guides.

Content Creation and Management

• Ensure the correct use of house style and update content as required;
• Using bespoke templates to build topic sites and alerts under the guidance of the Knowledge Lawyers and Product Owners;
• Manipulating and sourcing images to fit article templates;
• Creating and updating embedded links to third party content.

Reporting and Ad Hoc Activities

• Proactively suggest system efficiency improvements where required;
• Reporting system defects and enhancements found whilst carrying out activities on the systems;
• Delivering reports on request;
• Delivering on projects while maintaining required SLA standards on BAU activities.

Requirements Profile

Education

• Grade 12 or equivalent (NQF 4) - Required
• B.Com or equivalent with a focus on Business Information Systems (NQF 7) – Required

Mental & Environmental / Legal Requirements

• Must be able to handle pressure, setbacks and a high level of stress
• Must be able to work to deadlines
• Exposure to the Legal environment is recommended
• Must have a clear criminal record

Experience

• 1 - 3years’ Business Information Systems experience at Operational level - Required

System Skills

• Microsoft Office - Intermediate to Advanced (Required)
• Sharepoint or other file sharing platforms and Content Management Systems - Intermediate to Advanced (Required)
• Enterprise Search Systems; SEO/Google Analytics – Beginner to Intermediate (Required)

Knowledge and Skills

• Client focused attitude, always striving to deliver the best customer service;
• Ability to check all content for accuracy and cohesiveness;
• Attention to detail –
• Correctness of spelling, punctuation and grammar;
• Enforcement of house style rules;
• Ensure all published content meets quality standards;
• Creative eye, i.e. able to identify when an image is not aligned or needs to be re-cropped, choosing the appropriate template;
• Effective and efficient information retrieval skills;
• Highly organised and able to work to a tight time schedule and within process environment;
• Computer literate and comfortable with technology;
• Good communication skills, both written and oral – will support in dealing with stakeholders;
• Ability to troubleshoot and problem solve issues;
• An understanding of picture editing and image libraries;
• A displayed interest in global news and current affairs.

Behavioral Competencies

• Planning and Organising;
• Adapting and responding to change;
• Delivering results and meeting business expectations;
• Presenting and communicating (verbally and in writing);
• Working with others;
• Delivering through others;
• Analysing.

Additional Considerations

• Applicants must be South African citizens or have a valid South African work permit
• Preference will be given to Employment Equity candidates
• Preference will be given to candidates who are living with a disability