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IT User Experience Quality Assurance and Training Manager

New York City, NY

The Business Continuity Manager will work in conjunction with Information Security personnel to ensure the Firm has a comprehensive business continuity plans and disaster recovery procedures in place. The Business Continuity Manger will also work with other functional departments, business units within the Firm and frequently interact with third party vendors to ensure they have BCP plans in place within the contracts as well as perform annual audit of the plans.

  • Manage IT Trainers and QA personnel (direct reports), and IT/Practice Support Specialists (both direct and indirect reports) who perform testing, IT Support and provide deskside, classroom and Zoom training for new and existing personnel. Perform all supervisory functions related to staff performance, i.e., evaluations, training, counseling, mentoring and salary recommendations.
  • Plan and execute standard technology training and testing programs that meet the firm's needs and enable lawyers and staff to utilize the firm's technology to the fullest.
  • Develop and lead a firm-wide IT software QA program including determining best approach to regression and end user workflow testing in various environments at the firm and developing appropriate Standard Operating Procedures (SOPs).
  • Supervise the creation and execution of practice specific test scripts and testing SLAs for different PC models, mobile devices and VMs. Establish baselines and metrics for success. Ensure that solutions provided meet business requirements (e.g. practice workflow), fulfill end-user requirements, and minimize system issues.
  • Perform business analysis, risk assessment, and follow change management best practices to develop rollout strategies for new technologies. This includes overseeing and supporting user acceptance testing with end-users; tracking and addressing any issues that arise.
  • Work with project teams to represent IT and the end-user in the design, testing, development, and ultimately implementation of and training on software solutions that meet the needs of the firm. Ensure proper training and testing resources are in place to provide effective and quality services for technology projects.
  • Maintain the firm’s learning management system(s) and other training and testing resources such as ADO.
  • Provide leadership and implement standards of excellence and white glove customer service; provide assigned staff with an understanding of evolving expectations and hold teams accountable for meeting SLAs.
  • Ensure that the training, testing and end-user impact of all projects is managed effectively, with success measured by end user acceptance and satisfaction, and other metrics identified by the manager. Ensure that IT training is delivered using standard courseware and outlines so that firm personnel across offices have comparable training opportunities delivered in a consistent manner.
  • Communicate training and testing information and coordinate training and testing activities to/from trainers, support personnel and end-users. 
  • Maintain budget responsibility for the initiatives and operational expenses for training and testing generally, and for those areas on other technology projects.
  • Travel as needed to oversee the delivery of training and support in various offices and regions.
  • Participate in available professional development activities and stay current on industry trends and technologies.
  • Perform other tasks as required and directed by Senior Management.

  • Four-year college diploma or equivalent advanced studies or experience in law, information technology, training, quality assurance and/or management desired.
  • Minimum 5 years of experience in a QA, training, or support role in a professional services organization.
  • Minimum 5 years of experience managing, supervising, or coordinating a training or QA team/program.
  • Proven experience overseeing the implementation of software solutions.
  • Strong knowledge of system and software quality assurance best practices and methodologies.
  • Strong knowledge of IT Training best practices and methodologies.
  • Extensive experience with core Legal software applications, including Microsoft Office and NetDocuments.
  • Working knowledge of network and PC operating systems, including Windows 10.
  • Good project management skills and/or substantial exposure to project-based work structures
  • Excellent written and oral communication skills.
  • Excellent listening and interpersonal skills.
  • Strong customer-service orientation.
  • Ability to communicate ideas in both technical and user-friendly language.
  • Ability to conduct research into application issues and products.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Experience working in a team-oriented, collaborative environment.


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