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For Companies At a Glance
- Tasks: Support end-user experience and improve system interactions daily.
- Company: Join Shoosmiths, a top 50 law firm known for innovation and support.
- Benefits: Enjoy a competitive salary, great work environment, and comprehensive benefits.
- Why this job: Be part of a dynamic team enhancing user satisfaction and driving tech solutions.
- Qualifications: Intermediate experience in IT, with certifications like MCP or ITIL v4 preferred.
- Other info: Flexibility required; occasional travel and on-call support may be necessary.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Operations Support Analyst role at Shoosmiths
Join to apply for the Operations Support Analyst role at Shoosmiths
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The role
The Operation Support Analyst is responsible for supporting the end-user experience for Shoosmiths\’ systems. This role requires a strong technical background and a focus on ensuring efficient and effective system interaction for all users.
The Team
The Information Systems (IS) team at Shoosmiths plays a pivotal role in the technological enablement of the firm, ensuring the seamless operation of all computer systems. With a focus on delivering robust and efficient technology services, the IS team is divided into two main departments: Applications and Technical Services. The Applications department is tasked with the development, maintenance, and support of the software applications vital to the firm\’s operations. Meanwhile, the Technical Services department is dedicated to the upkeep of the firm\’s computer architecture, providing operational support, diagnosing hardware and software issues, and configuring the back-office computing infrastructure. Together, these departments strive to deliver innovative solutions that cater to the evolving needs of the firm\’s user base, underpinning Shoosmiths\’ commitment to excellence in legal service provision.
Main Responsibilities
- Proactively analyse system and application usage to identify opportunities for user experience improvements.
- Work closely with cross-functional teams to implement system enhancements that enhance user satisfaction.
- Provide expert technical support and guidance to ensure system reliability and performance.
- Lead user research and feedback initiatives to understand user needs and preferences.
- Develop and maintain comprehensive system documentation and user guides.
- Assist managing and completing hardware builds and configurations.
- Assist with the onboarding and offboarding processes for joiners, leavers, and movers.
- Contribute to the knowledge base by documenting common issues and resolutions.
- Participate in regular training and development activities to enhance technical and customer service skills.
- Demonstrate flexibility and willingness to assist in other areas of the business as work demands require, ensuring a collaborative and adaptive approach to changing workloads.
- Participate in an on-call rotation to provide essential support outside of standard business hours.
Skills & Qualifications
- Microsoft Certified Professional (MCP) qualification is preferred.
- ITIL v4 certification is highly desirable.
- Experience in user experience engineering or a related technical field.
- Preferable experience with end-user experience management solutions.
- Strong analytical and problem-solving skills.
- Excellent communication and collaboration abilities.
- Ability to work under pressure and manage multiple priorities.
Additional Details
- Travel to other Shoosmiths offices will be necessary on occasions.
- It is essential that the User Experience Engineer can work flexible or extended hours to complete some tasks outside of core business hours of 08:00 to 18:00.
- This role requires the jobholder to work from a Shoosmiths office five days a week.
- Due to the nature of this role, there is an expectation that additional hours may be required as and when necessary to meet business demands.
The Firm
Shoosmiths is the law firm clients choose for excellent service, incisive thinking and above all for our ability to focus on what matters. From offices across the UK and Brussels, we support some of the world’s most exciting and ambitious businesses; amazing clients making an impact. We empower our people to be their authentic selves and deliver together in supportive teams committed to excellence and innovation. The first top 50 law firm to achieve ‘Platinum Standard’ Investors in People, our values and culture are not just words on our website but are the heartbeat of the firm. Shoosmiths is also on a pathway to net zero across the value chain by 2040.
We have an outstanding benefits package to complement our competitive remuneration system. In addition to the competitive salaries, great working environment and high-quality work, we believe that all staff should be rewarded for their commitment to the continued success of the firm through a comprehensive and flexible range of benefits.
To discover more about our benefits, please visit: Benefits Package.
Equal opportunities
Our approach to our people is underpinned by our approach to diversity, inclusion and well-being. Our ambition is to build a diverse and ambitious workforce that reflects all backgrounds and talents, and a workplace that is supportive and inclusive, recognises and nurtures talent, and has a strong sense of community between colleagues.
This means that everyone who either applies to or works for the firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs.
If you’d like to learn more about this opportunity or have any questions, please don’t hesitate to contact Chelsea Simmons at
Seniority level
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Seniority level
Entry level
Employment type
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Employment type
Full-time
Job function
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Job function
Information Technology
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Industries
Law Practice and Legal Services
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Operations Support Analyst employer: SHOOSMITHS
Contact Detail:
SHOOSMITHS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Support Analyst
✨Tip Number 1
Familiarise yourself with Shoosmiths' systems and the specific technologies they use. Understanding their software and hardware will give you an edge during interviews, as you'll be able to discuss how your skills can directly enhance user experience.
✨Tip Number 2
Network with current or former employees of Shoosmiths on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations for the Operations Support Analyst role.
✨Tip Number 3
Prepare to demonstrate your problem-solving skills through real-world scenarios. Be ready to discuss past experiences where you've improved user experience or resolved technical issues, as this will showcase your analytical abilities and fit for the role.
✨Tip Number 4
Stay updated on the latest trends in user experience engineering and ITIL practices. Showing that you're proactive about your professional development can impress interviewers and highlight your commitment to excellence in the field.
We think you need these skills to ace Operations Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in user experience engineering and technical support. Emphasise any certifications like Microsoft Certified Professional (MCP) or ITIL v4, as these are preferred qualifications for the role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the Operations Support Analyst position at Shoosmiths. Mention specific examples of how you've improved user experiences in previous roles and your ability to collaborate with cross-functional teams.
Showcase Technical Skills: Clearly outline your technical skills related to system reliability and performance. Include any experience with end-user experience management solutions, as this will demonstrate your fit for the role.
Prepare for Background Checks: Be ready to provide necessary documentation for background checks, including employment references and ID verification. This is a crucial step in the hiring process, so ensure all your information is accurate and up-to-date.
How to prepare for a job interview at SHOOSMITHS
✨Showcase Your Technical Skills
As an Operations Support Analyst, a strong technical background is crucial. Be prepared to discuss your experience with system interactions and any relevant certifications, such as Microsoft Certified Professional or ITIL v4. Highlight specific examples where you've improved user experience through technical solutions.
✨Demonstrate Analytical Thinking
The role requires proactive analysis of system usage. During the interview, share instances where you've identified issues and implemented enhancements. Use metrics or feedback to illustrate how your actions led to improved user satisfaction.
✨Emphasise Collaboration Skills
Collaboration with cross-functional teams is key in this position. Prepare to discuss how you've worked with different departments to achieve common goals. Mention any successful projects where teamwork played a vital role in enhancing system performance.
✨Prepare for User Research Discussions
Leading user research initiatives is part of the job. Be ready to talk about your experience in gathering user feedback and how you've used that information to drive improvements. Discuss your approach to understanding user needs and how it has shaped your previous work.
