Davis Polk & Wardwell LLP (including its associated entities) is an elite global law firm with world-class practices across the board. Clients know they can rely on us for their most challenging legal and business matters. From offices in the world’s key financial centers and political capitals, our more than 1,000 lawyers collaborate seamlessly to deliver exceptional service, sophisticated advice and creative, practical solutions.
Job title
Specialist, Information Technology
Location
Hong Kong
Department
Computer Support & Training
Reports to
Manager, Regional Technology – Asia
Exempt/Non-Exempt
Exempt
Work Schedule
Monday to Friday, 9:30 am to 5:30 pm (additional hours as required)
Position Summary
The Specialist, Training provides technical support and related services to lawyers and business services staff, provides desk-side, email and telephone support and develops and maintains an on-going in-house training program for existing staff and new hires.
Essentials Duties and Responsibilities
Typical responsibilities include, but are not limited to, the following:
Training-related
- Conduct new hire and ongoing one-on-one training sessions for Hong Kong and other Asia offices
- Develop training materials, including course outlines, user guides, practice exercises, instructional sheets, and quick reference cards for the firm’s technology in conjunction with Information Systems standards
- Collaborate with other Information Systems Trainers and Computer Support staff to develop materials and presentations for upcoming classes
- Attend Train-the-Trainer classes
Support-related
- Work closely with Computer Support team in Hong Kong to provide outstanding support to users in the firm’s three offices in Asia
- Respond to, research and resolve user inquiries for first- and second-level support received via telephone, e-mail or walk-in, in a timely and efficient manner
- Escalate problems to appropriate individual(s),e.g., NY brigade, IS management, based on established guidelines and procedures
General
- Utilize the HEAT Call Logging program to enter and track tickets for all user requests initiated by or escalated to the local IT Coordinator
- Participate in software and hardware rollouts/upgrades including planning, testing, scheduling, pilot testing, solicitation of user feedback and compilation of same, training, support, monitoring, etc.
- Assist with developing and maintaining training resources on the Intranet and Wiki
Qualifications / Position Requirements
- Fluency in both English and Chinese is required
- Prior training experience for a multi-branch firm with international offices is preferred
- Proven ability to develop class outlines and documentation is essential
- Additional legal program experience (eg. InterAction, Desksite or any document management system) would be advantageous
- Strong interpersonal skills
- Excellent business/technical oral and written communication skills
- Strong problem-solving and organizational skills
- Attend ongoing training programs to keep technical skills sharp and to stay abreast of current technologies
- Interface and maintain effective communication with other Information Systems staff
- Demonstrate willingness to cover extended hours and overtime on holidays, weekends or after regular business hours when coverage is needed.
- Occasional travel to other offices required
- Ensure confidentiality of all the Firm’s and clients documentation and information
Education and/or Experience
- Bachelor’s degree (or equivalent) is preferred
- Minimum of 2 years’ experience in formal technology training as well as a broad knowledge of computer software and IT technology
- Law firm experience and a background in legal software is preferred
Compensation
Commensurate with experience
To apply, please email a resume and cover letter.