Product Support and Services Specialist

at  White Case

FIRM SUMMARY

White & Case is an elite global law firm serving leading companies, financial institutions and governments worldwide. Our long history as an international firm means we are perfectly placed to help our clients resolve their most complex legal challenges wherever they may be.
With lawyers and staff operating from more than 47 locations, working in virtually every country of the world, we have invested heavily in building a high-quality full-service practice competing at the top of the market. We are distinguished by our on-the-ground presence in the world’s key financial markets and our strengths in handling complex cross-border work.
It’s not just about our global network of offices and shared services centers; it’s the global interconnectedness of the Firm that our people, and our clients, value most. We work well together across geographic and practice boundaries. It’s one of the reasons we attract and retain cross-border work. And why we attract a diverse group of people.
Our lawyers are globally minded, enterprising, collaborative and committed to excellence. Diversity is a core value of our Firm and it has been recognized with numerous awards and top rankings around the world. Our people represent 90 nationalities and speak 80 languages.

POSITION SUMMARY

The individual will be part of a team responsible for the Firm’s Intranet, Extranet, and Information Services. Aside from being responsible for their daily operations, the specialist is expected to provide expert consultancy in the technical areas of all services. This will include research and development of technical solutions for overcoming technical issues, producing deliverables that fall within their area of expertise, and training/assisting team members and users on best practices.

QUALIFICATIONS

• Graduate of Computer Science, Management Information System, Business Administration, Political Science, English Literature, or any related courses
• Excellent organization and task management skill
• Is flexible with work hours (able to adjust to cover EMEA and NY hours)
• Web production environment experience a requirement, passion for potential of the Web as an information-sharing / collaboration tool required.
• 3 to 5 years MS SharePoint 2007 / 2010 / 2013 experience
• 3 to 5 years website or intranet experience
• 2 to 3 years of training experience (preferred but not required.
• Skill in working with web browsers, website development and content management tools
• Strong written and verbal communications skills; outstanding telephone and email courtesy
• Team player, ‘can do’ attitude, willing to learn new technology
• Can work with little supervision
• Ability to make administrative/procedural decisions and judgments
• Computer skills:
  o MS Office

o HTML (preferred but not required)

• Language Skills welcome including German, French, Japanese, Chinese, Russian and Spanish.
• Overtime maybe required and should be expected to meet deadlines; advance notice will be given whenever possible
• Regular predictable attendance required

• Update and track content on the Firm’s intranet
• Work closely with content contributors throughout the designated region to ensure timely information updates
• Understand information architecture of the intranet site
• Ensure content for the intranet is uniformly and accurately tagged
• Escalate content gaps or non-uniform information requests to the team Supervisor
• Manage content priorities to ensure timely information updates for ‘mission-critical’ information
• Conduct tests on third-party solutions employed by the Firm
• Conduct end-user training and explain system functionalities, limitations and behaviors of the intranet and extranet
• Site Building – including ad hoc requests (not limited to projects/migration efforts); may include beta tests on templates
• Understand the Firm’s Business Services’ processes and systems and answer information requests
• Day to day maintenance of client collaboration platform (HighQ)
• Create and maintain process documentation
• Evaluate the technical expertise needed for the team to function properly in daily operations, and to train/maintain that level of knowledge
• Research and discover a better and more efficient ways to do technical tasks
• Pioneer ways for the technology to meet new business requirements as they come
• Ownership and maintenance of technical documentation that will be used by the team and users
• Ad hoc and regular training of both team members and users over phone, classroom, and virtua