User Experience Specialist

At Haynes and Boone, our people are the driving force behind our success. Because we value the role every individual plays in how we deliver exceptional legal services, we hire people who will contribute to our professional reputation, enhance client relationships and share in our success.

The User Experience Specialist role is a non-exempt position that plans, directs, and coordinates the daily operations of the User Experience department.
This team member will assist in the testing of desktop/laptop configurations, software changes, upgrades and additions and will assist with testing of new software installation, users, integration, and support issues. They will also research and recommend new software upgrades/versions and customize programs and installation to meet Firm goals.

This team member will be responsible for our Helpdesk ticketing system in many different areas:

• Validating our tickets are escalated to the correct group.
• Validating the information is detailed enough when escalating service tickets.
• Validating if knowledge was lacking on the part of the HelpDesk to resolve the ticket.
• Validating if common issues need knowledgebase articles updated or created.
• Reviewing surveys and following up on any negative comments.
• Responsible for reviewing other queues to make sure tickets followed the proper/expected workflow.
• Assisting with the migrations to new ticketing systems.

Essential Duties

• Review escalated service desk tickets to make sure the proper workflow is followed, correct group is notified of issues, adequate information is included in the work order, and work to find resolutions for all escalated tickets in a timely fashion.
• Assist in the documentation of IT procedures and Firm policies to the User Experience group.
• Provide tier 2 level direct telephone and desk-side hardware, software, smartphone and network support to attorneys and staff when onsite.
• Develop knowledgebase procedures and maintain those procedures through upgrades and other IT changes.
• Conduct, compile, and present information from satisfaction surveys of end users of HelpDesk vendor.
• Review escalated User support work orders to make sure the correct group is notified of issues, adequate information is included in the work order, and handle escalated tickets not directly handled by other IT groups.
• Testing of configurations, software changes, upgrades and additions.
• Assist with testing new software installation, use, integration and support issues.
• Assists with firm-wide communications involving software, hardware and other IT related changes.
• Communicates upgrade, training, knowledge base and other IT changes to User Experience group.
• Review training and other documentation provided to users to make sure that same information is provided to the User Experience group.
• Test desktop configuration changes.
• Back-up for following:
  • Provide support to HelpDesk vendor.
  • Identify education issues for HelpDesk vendor.
  • Act as liaison between the various workgroups in the department and as a department representative of the Firm.
  • Test, identify, and document software issues, bugs, and fixes.
• Perform other related duties as needed or assigned.

Reporting Relationship

The User Experience Specialist reports directly to the User Experience Supervisor.

Qualifications

Knowledge

The User Experience Specialist must have extensive knowledge of the following: Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Microsoft Windows, Internet browsers, knowledge of document management systems.

Skills

This individual must have excellent written and verbal communication skills, strong organizational skills and the ability to solve problems while under pressure.  The ability to assume new duties and learn new applications quickly and proficiently required. Must be able to organize, carry out and complete multiple projects concurrently. The User Experience Specialist needs to be a self-starter that is able to work independently with minimal supervision, as well as have the ability to function in a team‐based environment.  This position must have a good understanding of Firm departments and IT functions.

Experience

The User Experience Specialist must have five or more years related experience, ideally in an IT support or customer service environment. A background in a legal environment is preferred.

Physical Demands

Must be able to move around the office up to 20% of the time Position remains stationary at least 80% of the time When doing occasional office build-outs or system upgrades, might be required to move around more extensively. Occasionally, position sets up computers/equipment and might include underneath desks. Occasionally moves computer equipment weighing up to 10 lbs. This position requires frequent clear communication and exchange of information with the Firm attorneys and staff.

Working Conditions

Office Environment. Some offsite projects. Overtime, weekends, and occasional travel required.  This position will participate in the afterhours and weekend on-call rotation.