Business Relationship Manager (Law Firm IT Management Consultant)
Wilmer Cutler Pickering Hale and Dorr
- Boston, MA
- Permanent
- Full-time
- Identify opportunities to use technology to impact business unit strategy and performance. Identify sources of advantage and look for customer opportunities that anticipate and satisfy changing customer needs. Identify new product and service offerings, which may create unique, innovative and high-value customer solutions.
- Facilitate a continuous planning process. Work with business units to manage and prioritize product and service portfolios. Analyze potential solutions to estimate value to the organization and return on investment (ROI). Advocate for technology needs of the business units.
- Communicate technology strategy, plans and status to the business community. Provide information to IS about customer plans, opportunities, and needs. Manage customer plans and expectations.
- Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.
- Understand the business processes and challenges as well as information/technology capabilities and assess client needs. Work with the business units to define and validate system requirements. Prepare functional specifications and system design specifications that can be used by IS to build solutions.
- Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
- Develop governance agreements with business units. Define and monitor Service Level Agreements (SLA). Measure customer satisfaction and IS effectiveness with the business units.
- Develop and implement recommendations for improvement. Work with IS to resolve problems and improve service levels.
- Build IS’s understanding of the business and help to educate the business about emerging technologies.
Assumes additional responsibilities as assigned.
Required Skills
- Strong customer service orientation
- Must have significant knowledge and close familiarity with law firm technology
- Builds both formal and informal professional relationships. Maintains and extends relationships within, across and external to organizational boundaries. Obtains and shares information, ideas and problems.
- Applies knowledge of the customer's functions and processes to develop business case and business requirement documents. Assesses the benefits of recommended solutions.
- Proven interpersonal and communication skills. Expresses technical and business concepts, ideas, feelings, opinions, and conclusions orally and in writing. Listens attentively and reinforces words through body language and tone.
- Ability to understand a legal or operational business unit’s needs and translate needs into IT specific requirements. Demonstrated problem solving abilities, analytical skills, and proven ability to meet challenging deadlines required.
- Uses an understanding of legal and business functions and available technology to analyze and propose technical strategies for the business. Assesses benefits and risks.
- Identifies and acts upon opportunities for continuous improvement. Encourages prudent risk-taking, exploration of alternative approaches, and organizational learning. Demonstrates personal commitment to change through actions and words. Mobilizes others to support change through times of stress and uncertainty.
- Familiar with System Development Life Cycle (SDLC) concepts.
- Typically requires 7-10 years of relevant technical and legal/business work experience.
- Knowledge of law firm processes preferred.