User Success Analyst

About Allen Matkins

For more than 45 years, Allen Matkins has worked with clients drawn to us by our reputation for market-leading solutions, pragmatism, exemplary quality, approachability, and our unparalleled network of contacts and connections in business and government.  Founded with deep roots in real estate, the firm has leveraged that foundation to grow and build prominent environmental and natural resources, land use, litigation, corporate, tax, labor and employment, and bankruptcy/restructuring practices which allow us to partner with clients across myriad industries and markets. Our firm’s success is driven by our commitment to hiring and developing top talent, ensuring a team that delivers exceptional work and service to our clients. We are guided by our core values: our people are our most important resource; we have a commitment to quality work, all the time; and we work as a team with each other and with our clients - we foster camaraderie.

About the Position

Under general supervision of the Director, User Success, the User Success Analyst is responsible for answering, analyzing, and solving Service Desk calls, and escalating unresolved issues as needed to the appropriate teams. This position serves as a subject matter expert on the Firm's Technology applications and processes, which provides the ability to quickly answer How-To software questions and eventually lead to training end-users as needed. This position is currently an onsite role.

Essential Duties and Responsibilities

Service Desk

• Serves as first point of contact for users contacting the Service Desk
• Analyzes and solves end-user questions and issues related to software and basic  hardware issues
• Escalates issues to the appropriate team as necessary
• Creates, assigns, and tracks service tickets in ticketing system to ensure timely completion
• Proactively identifies and escalates major issues to management
• Works closely with other team members to identify and suggest resolutions and improvements
• Creates and maintains the Service Desk Knowledge Base.
• Assists in creating documentation for users, and customizes vendor documentation to meet Firm and departmental standards.
• Becomes a subject matter expert in specialized applications as needed or assigned on specific technology

Evaluate Needs

• Constantly evaluates gaps in knowledge and determines the need for training
• Collaborates with the Service Desk Team (Level I and Level II) to determine trends in support tickets and determines if there is a need for training as a result
• Shadows users to gain 'real world' knowledge of how the users work in order to better train and support them
• Recommends process improvements and changes as needed

Office Technology Liaison

• Work with remote team members on tasks that require in-person team member assistance. This can include, but is limited to the following:
  • Provide video conference meeting support to include setup/breakdown, testing of AV equipment
  • Configure iPhone/Android devices
  • Support servers as needed during power outages, remote server reboot assistance, etc. 

Education and/or Experience

• High school diploma or equivalent required; college degree preferred
• Law firm experience preferred
• Customer Service experience preferred
• Microsoft Office and Adobe Acrobat experience required

Qualifications

• Problem solving and analysis skills, ability to adapt quickly under pressure
• Exceptional interpersonal skills
• Ability to learn new applications and technologies
• Ability to listen, understand and articulate technical and non-technical information to customers, peers and/or management
• Project a professional, engaging demeanor and provide a positive, high-energy learning environment
• Recognized as a positive and motivational force on the team
• Flexibility to work overtime

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EEO Statement
Allen Matkins LLP is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, national or ethnic origin, ancestry, citizenship, age, marital status, medical condition, physical or mental disability, veteran status, all other characteristics prohibited by law, or gender identity and/or expression.

California Consumer Privacy Act

We will collect the personal information you provide in connection with this application as well as information included with any other document(s) you provide us. We may use this information to evaluate your application and consider you for employment with Allen Matkins. We may share this information with third parties for any of the following purposes: (i) to confirm the accuracy of the information provided; (ii) to conduct a background check; (iii) to confirm or evaluate potential conflicts of interest; and/or (iv) to check references. If you accept an offer with Allen Matkins, we may use this information to provide you with the benefits of your employment. Our employees' personal information is governed by our Privacy Policy, available at https://www.allenmatkins.com/disclaimers/privacy-policy.html.

Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Compensation

Allen Matkins is an Equal Opportunity Employer and offers a competitive compensation & benefits package. The anticipated base salary range for this full-time role is $60,000 - $90,000 per year. Actual salary will depend upon a number of factors, including, but not limited to, relevant experience, job-related skills, qualifications, and location.

The base salary range displayed on the job posting reflects the estimated range for new hire salaries for the position. The actual offered base salary will be determined by work location and additional factors, including, but not limited to, relevant experience, job-related skills and qualifications. The pay range is subject to change at any time dependent on a variety of internal and external business factors.

Salary : $60,000 - $90,000