Macfarlanes is a distinctive London-based law firm, focused on our clients and on delivering excellence in the international legal market. The firm's IT function is transitioning from a traditional reactive model providing white-glove service to its user base to a more forward-looking function that embraces newer technologies to support the firm’s strategic goals and ambitions whilst retaining a service-focused culture. The job holder's role will likely develop over time in conjunction with these changes.
The firm has an IT department of approximately 35 staff and is responsible for the delivery of all aspects of the firm's information technology systems and services, including all phases of design, build implementation and operations. the team is split into service delivery (including service desk and user adoption), technical services (including IT support and infrastructure) and applications & development.
The job holder is responsible for providing courseware development, training delivery and development of IT eLearning modules on the firm’s software applications and telephone system. They act as a project resource when directed and work closely with their colleagues to ensure user adoption is embedded into the delivery process from project inception and improve adoption of existing systems and services as part of a move towards a continuous improvement methodology.
The job holder is a key member of the service delivery team and will report to the service delivery manager.
This is an important role in the IT team’s service delivery function. You will be part of a team that designs and delivers training materials and courses, using a variety of methods including online learning resources, guides, individual and group training sessions. You will also be involved in the analysis of how new systems can improve working practices and collaboration across the firm, implementing new training and ultimately driving adoption of new technology. The job holder will be required to:
- Provide face-to-face learning delivery to include new staff induction, workplace IT skills, and agile working/mobility support.
- Provide courseware development to include learning needs analysis, bespoke development for tailored classes, project support and training material development, development of business best practices and documentation and working practice advice.
- Develop other methods of training (eg, eLearning modules) as required for projects and business as usual learning to supplement and/or replace IT training classes.
- Design future working processes in collaboration with the service delivery manager and relevant project team members.
- Independently ensure learning courseware and end user documentation is regularly reviewed and updated for continued accuracy.
- Help define and articulate the project vision to end users, and communicate the expected benefits of the project in collaboration with other members of the IT team.
- Participate in a positive proactive working relationship between the IT training team, other IT departmental teams and users.
- Ensure user feedback is collected during the requirements gathering phase of projects and as a regular part of ongoing IT team engagement with the wider firm.
- With the service delivery manager, establish and develop a network of IT champions within the firm, and work with them to embed new applications, services and working practices.
- Ensure IT training is embedded in project plans, provide input into the project roll-out and help shape the project plan in collaboration with the project manager.
- Provide full life cycle management of all escalated tickets including troubleshooting, research, investigation and resolution.
- Provide visible floor support by conducting floor walking to increase business engagement.
- Attend user groups independently or with managers as required.
The job holder will work with other members of the service delivery team, IT support team, and all other relevant internal and external resources available to them, to:
- Provide an effective training capability in and outside normal business hours as needed.
- Identify and prioritise projects, technologies and services and help deliver them to cost, time and budget.
- Identify and implement solutions that meet the needs of the firm and its clients.
- Provide support, guidance and user adoption expertise to projects and the service delivery team.
- Develop and implement appropriate training strategies in line with current trends.
- Maintain relationships with key partners and business services stakeholders.
- Work closely with the service delivery manager and service desk team to deliver and continuously improve an ITIL-aligned support capability.
- Provide reports detailing successes and performance metrics.
Please note that the job description is not exhaustive and may vary in line with changes in the team’s objectives and firm’s policy.
Our commitment to inclusion
At Macfarlanes we understand the importance of an inclusive culture, the continued development of which has been identified as one of our key priorities. Our focus is to foster an inclusive culture throughout the firm, from entry level to partnership. It is about recruiting, retaining and promoting all groups in the firm fairly, and we are continually reviewing our processes to ensure that everyone has the same chance to develop and advance. An inclusive, forward-thinking culture also enables us to provide innovative solutions to our clients.
We welcome applications from people of all backgrounds, bringing different perspectives and experiences, making Macfarlanes an exciting and stimulating place to work. We seek to recruit the best candidates, regardless of gender, race or ethnicity, background, religion, physical abilities, sexual orientation or any other characteristic.
To apply, please email your CV to email@example.com or follow the link below.