Volunteer Mentor - intandem Mentoring

We are delighted to offer an exciting opportunity for an IT Applications Support Engineer to join the Information Technology team at Blake Morgan. This role is critical in supporting the firm’s core legal technology platforms, ensuring the stability, performance, and continuous improvement of our practice, case, and document management systems.

You will play a key role in supporting, maintaining, and enhancing our legal application landscape, including document management, case management, practice management, and associated integrations. Acting as a subject matter expert across core legal platforms, you will provide high-quality second and third line support, investigate complex issues, and work closely with vendors and internal stakeholders to ensure seamless service delivery.

This role is central to enabling our lawyers and business services teams to operate efficiently, securely, and in compliance with regulatory and client requirements.

Key Responsibilities

• Provide second-and third-line support for legal and business-critical applications, including:
  • Document Management Systems (DMS)
  • Practice and Case Management Systems (PMS/CMS)
  • Workflow and matter lifecycle platforms
  • Legal finance and time recording systems
• Investigate, diagnose, and resolve complex application-related incidents, service requests, and problems in line with SLAs and business priorities.
• Act as a technical escalation point for application-related issues, working closely with Service Desk and Infrastructure teams.
• Support, maintain, and optimise platforms such as iManage, SharePoint, Peppermint Technology (or equivalent legal systems), and their integrations with Microsoft 365 and other firm systems.
• Analyse application performance, database behaviour, and system logs to proactively identify trends, recurring issues, and improvement opportunities.

Work closely with third-party vendors and legal technology suppliers to manage incidents, coordinate upgrades, implement patches, and deliver enhancements.

Support system upgrades, testing cycles (UAT), configuration changes, and new feature releases, ensuring minimal disruption to legal operations.

Maintain accurate and comprehensive technical documentation, including system configurations and support procedures.

Contribute to continuous improvement initiatives, identifying opportunities to enhance performance, resilience, automation, and user experience.

Ensure all application support activities align with security, compliance, and information governance standards within a regulated legal environment.

Provide clear and professional communication to stakeholders, including fee earners and senior business users, regarding incident progress and resolution.

Skills / Experience Required

• Proven experience supporting enterprise applications within a professional services or legal environment.
• Strong understanding of legal technology ecosystems, including:
  • Document Management Systems (e.g., iManage, SharePoint)
  • Practice/Case Management Systems (e.g., Peppermint, Elite, Aderant, or similar)
  • Matter-centric workflows and legal operational processes
• Experience supporting integrations between legal platforms and Microsoft 365.
• Strong analytical and problem-solving skills, with the ability to diagnose complex technical and functional issues.
• Experience writing and troubleshooting MS SQL Server queries, with a solid understanding of relational databases.
• Knowledge of application support methodologies, incident/problem management, and change management processes (ITIL knowledge advantageous).
• Ability to translate technical issues into clear, business-friendly language for legal and non-technical stakeholders.

Customer-focused mindset with a strong commitment to service excellence in a high-demand legal environment.

Strong attention to detail and ability to manage multiple priorities to agreed timescales.

A proactive approach to identifying system improvements and preventing recurring issues.

Ability to work independently with ownership and accountability, while collaborating effectively within a wider IT and vendor ecosystem.

The interview process will start as soon as suitable candidates have been identified.