Senior Knowledge Systems Analyst (12-month contract)

About Withers

A law firm focused on people, performance, and collaboration.

For the past 130 years, we have supported some of the world’s most remarkable people and organizations at defining moments in their lives. 40% of our business comes from Europe, 40% from the US and 20% from Asia and we are one profit sharing partnership globally.

We are united in our commitment to integrity, quality and collaboration. We have a culture of high performance and deliver excellent service consistently across the firm. We provide tailored solutions built on trust and partner with our clients to achieve their goals.

Many of our clients are shaping the future and creating solutions to tackle some of the world’s most difficult problems. It makes for a fascinating and challenging practice.

Our role is to get to know each individual client, find out where they want to be, and help them to get there – whether they are building a business, buying a home or protecting and defending their interests.

To meet their unique needs we are exceptionally collaborative, working together across teams and time zones. And we are agile – focusing on strategy rather than rigid ideas and traditional hierarchy.

Join us to be part of a team that is always looking to the future. Where initiative, big ideas and bold moves are always encouraged. Where you can truly be yourself.

What are we looking for?

We are looking for a Senior Knowledge Systems Analyst to support the effective operation, continued development and integration of the firm’s trusted knowledge sources, ensuring content can be accessed, used and reported on securely and reliably. Reporting to the Knowledge Manager, you will oversee day-to-day support for Insight+, our global knowledge and experience platform, and help improve content quality, taxonomy, metadata and reporting to support effective search and retrieval.

Working closely with Library and Knowledge Services colleagues, IT and wider stakeholders, you will combine technical systems support with a focus on user experience and continuous improvement. You will support the integration of trusted knowledge content with AI-enabled tools and other firm systems, use analytics to identify improvement opportunities, and contribute to training and adoption activities. This role is a 12-month fixed-term contract to provide cover for a period of maternity leave within the team.

Areas of focus and responsibilities

Insight+ system support

• Oversee day-to-day support and service stability for the firm's global knowledge and experience platform Insight+, working with IT and internal and external technical teams. 
• Coordinate system changes and improvements in line with agreed change process. 
• Monitor performance and usage to identify issues and improvement opportunities. 
• Maintain technical documentation, including protocols, configuration and system changes.
• Support the design, testing, implementation and ongoing operation of integrations between Insight+, AI-enabled tools and other firm systems, working with IT, Information Security, vendors and relevant product owners as required.

Content, taxonomy and metadata

• Oversee the quality, consistency and lifecycle of content held in Insight+. 
• Support effective submission, curation and review processes with Knowledge Lawyers and contributors. 
• Manage taxonomy and metadata improvements to support effective search, retrieval and integration. 
• Coordinate taxonomy and metadata governance, ensuring alignment with wider information and data strategies. 
• Help ensure knowledge content is consistently indexed, tagged and stored for integration with business systems and reliable use by AI-enabled tools.

Reporting and analytics

• Maintain and develop reporting and analytics on platform usage, adoption, search activity, content submissions, and the performance and coverage of AI integrations.
• Use insight from reporting to perform data quality checks and metadata gaps.
• Use insight from reporting to highlight trends, risks and improvement priorities. 
• User support, training and change management 
• Manage Insight+ support queries and tickets, escalating where needed and tracking issues to resolution.
• Support training, communications and adoption activities with relevant teams. 

Working with the wider firm

• Act as the main point of contact between Library and Knowledge Services team, IT and wider stakeholders on technical aspects of Insight+. 
• Act as the technical knowledge liaison with IT, Information Security, Risk, Data and product owners on the integration of trusted knowledge content into AI-enabled solutions.
• Represent the Knowledge team in relevant governance and working groups.
• Support with other Library and Knowledge projects and initiatives as required. 

Continuous improvement

• Identify and prioritise opportunities to improve the platform and user experience. 
• Support the evaluation of future enhancements and new capabilities (including AI-enabled features) for technical feasibility, content readiness, information governance, user value and ongoing support requirements.
• Provide an effective end-of-contract handover, summarising open issues, changes made and recommendations.

This list of duties and responsibilities is not exhaustive.  It is intended to describe the general content of, and requirements for the performance of this job, and as such, the role may also include the undertaking of additional tasks as required.

Skills and experience required

• Proven experience supporting knowledge or content management systems, enterprise search or document management systems, ideally within a professional services, law firm or other regulated industry setting. 
• Clear proficiency in working with databases and related tools. 
• Experience with Power BI and data analytics, including maintaining and updating existing reports. 
• A working understanding of taxonomy and metadata principles and why they matter for search and retrieval. 
• Experience responding to user queries or support tickets and working with IT to resolve issues.
• Experience of working with AI solutions, preferably of integration via connectors APIs, RAG, MCP or agent-based solutions. 
• Strong organisational skills, with the ability to manage competing priorities.
• Ability to work and engage with stakeholders at all levels. 
• Good communication skills, including ability to explain complex technical concepts in plain language.
• Experience querying data with SQL and DAX would be desirable. 
• Familiarity with iManage, SharePoint and Power Automate would be an advantage. 
• Experience supporting a system migration, launch or transition would be beneficial. 
• Experience delivering user training or supporting adoption and change management activity would be an advantage. 
• Awareness of information governance and data quality principles would be desirable.

The essentials

• 12-month fixed term contract
• 9.30am to 5.30pm but flexibility is a must
• Hybrid working policy with a minimum of 2 days per week worked in the office
• 12-week probation period
• 12-week notice period
• Flexible benefit package including pension, private medical insurance, Denplan, season ticket loan, discounted gym memberships, lifestyle discount scheme, the ability to buy and sell holidays, flu jabs, doctors consultation service, cycle to work scheme, on-site café and more.

Information for Recruitment Agencies

Withers endeavours to recruit and fill vacancies directly. However, when we do need to engage with agencies, Withers operates a preferred supplier list and will not be accepting unsolicited applications from non-PSL agencies for this role.

Equal Opportunities Employment Statement 

It is the policy of Withers to provide equal opportunities for all employees in relation to recruitment, training and promotion.  Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race (including colour, nationality and ethnic and national origin), religion or belief, sex or sexual orientation.