Description

This Client Knowledge Specialist will service the firm's Knowledge function and the delivery of client Knowledge services, the support of Practice and Industry Groups and the Knowledge function, catering to both internal and external clients.

This is an excellent opportunity for someone looking for experience in Knowledge Management and Client Knowledge Content, with a genuine interest in learning about the business of law. We are looking for someone to join the team who has very strong attention to detail and a good work ethic, with an interest in working in a law firm.

Responsibilities:

The successful candidate will work as part of the Knowledge Specialist and Center teams, providing the direction for client content work, delivering knowledge projects and initiatives, focusing on a variety of tasks as directed by the leadership and authorized staff of the Centre and Knowledge Specialist function and ensuring quality and consistency.

These typically may include:

Coordination of content profiling, management and upload

  • Work with the Specialist team to oversee that the requirements for client content is met in the uploading of content, support profiling and maintenance of content for InsightPlus, Horizon Scanning, Client Resource Directory, Resource Hub and other relevant platforms including:
  • Assisting with the migration and the ongoing maintenance of content within the Firm's legal Knowhow system, content in Resource Hub, BakerWorld and Baker McKenzie Online and other relevant platforms and tools
  • Supporting the Knowledge Specialist teams as necessary including audit of knowledge content on the Client Resource Directory / Global Publications Form
  • Coordinating archiving of out of date content across all Knowledge platforms
  • Overseeing the uploading and updating client content to Knowledge platforms, repositories and applications
  • Identifying the proper Gatekeeper (person responsible for the maintenance and management of a Knowhow collection in Harmony) for submitted documents and content
  • Review of knowhow, 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
  • Creation and uploading of feedback surveys and analysis
  • Coordination of the InsightPlus home page and media content

Platforms, tools, support and reporting

  • Generate monthly and adhoc management reports and analysis regarding Client Knowledge content in online platforms such as InsightPlus, the Client Resource Directory and Horizon Scanning
  • 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 enhanced user design and experience
  • Be an initial point of contact for escalation on issues on client knowledge platforms

Quality and process

  • Ensure quality of Knowledge output and deliverables through regular reviews
  • Oversee InsightPlus quarterly retention process
  • Oversee Client Resource Directory content and related processes
  • Create and update quality checklists for processes
  • Serve as Subject Matter Expert in terms of Client Knowledge platforms and applications used
  • Apply project management principles and approach to ensure delivery of complex Knowledge deliverables and major initiatives
  • Follow all best practice, 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
  • Provide necessary support to the Specialist team and Center teams as needed to ensure deadlines and deliverables are met
  • Focus on maintaining confidence in 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
  • Proactively seek ways to improve own and colleagues' service and efficiency and contribute to best practices
  • Function as initial escalation contacts for any complaints received, ensuring remedial action(s) are taken and investigating root causes to avoid repetition
  • Carry out regular training for and suggest developments to best practice and quality controls
  • Ensure ongoing development of relevant skills, 'specialisms' and an understanding of relevant systems and tools

Work and Service Orientation

  • Work effectively in a team, sharing knowledge and best practices with colleagues
  • Articulate the needs and provide the direction for Client Knowledge Content in compliance with the Firm's quality standards including:
  • Helping distribute workload and setting priorities to ensure quality while maximising productivity and available resources
  • Providing guidance and training on Knowledge services, output, systems and all aspects of day to day operations
  • Contribute to development of strategy to ensure high team morale and team building
  • Contribute to performance evaluations with relevant senior departmental and management personnel
  • Assist the Knowledge Services Manager in executing and further improving the Knowledge Service Delivery Model and establish a Knowledge Center of Excellence for the Firm

Skills and Experience:

  • Graduate degree, Law or Data/Information Science degree is preferable but not required
  • Previous experience working in a global knowledge management or paralegal capacity, professional or legal services environment is an advantage
  • Experience in project management and technology in the shared services space
  • Excellent working knowledge of MS Office (Outlook, Word, Excel, PowerPoint); knowledge of MS SharePoint, HTML/CSS, other web development tools is an advantage
  • Ability to review, analyse and organise documentary and factual evidence
  • Extremely strong attention to detail - gets it right first time
  • Very high work standards
  • Excellent writing, organisational and problem solving skills
  • Strong client service orientation
  • Ability to prioritise and work to tight deadlines and manage own caseload
  • Good communication skills, including the ability to liaise with people across the business
  • Ability 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