Application Specialist

**About Ashurst**

Ashurst is a leading progressive global law firm with a rich history spanning more than 200 years. We are proud of our history and are future-focused, having expanded into new technologies through our NewLaw division, Ashurst Advance, and our consulting arm. Our in-depth understanding of our clients and commitment to providing excellent standards of service have seen us become a trusted adviser to local and global corporates, financial institutions and governments in all areas of commercial law. To find out more please visit.

**Department/Role overview**

Technology professionals are essential to the everyday running of our firm.

Our team is concentrated across four core locations, Glasgow, London, Brisbane and Sydney - complemented by smaller service teams across most of our other locations. We operate as one global team, responsible for overseeing the implementation of systems on a global scale, with one of our primary aims being to service our clients whenever and wherever they are.

Our team is focused on digital change, transformation and delivery and is made up of a range of professionals across Information Security, Service Delivery, Applications, Operations, Architecture, Software Development, Testing, and Programme & Project Management.

We're looking for a skilled CRM Product Support & Solutions Specialist to provide comprehensive support for Lexis Nexis Interaction CRM and its integrations, including Windows operating systems for these products. The role focuses on current on-premises CRM instances in Australia and the UK. Background skills in supporting disaster recovery (DR) for CRM and managing the product lifecycle are essential. Experience in transformation from on-premises to cloud is highly desirable as part of the roadmap but not essential.

**Main responsibilities**
- Primary Support for Interaction CRM: Act as a technical specialist for LexisNexis Interaction CRM, handling configurations, troubleshooting, and user support to maximize functionality and satisfaction.
- Collaboration with UK Counterpart: Work closely with the UK-based support team to ensure consistent, support for Interaction CRM across regions.
- Cloud Migration and SaaS Integration: Support future cloud migration projects for Interaction CRM and related products, assisting with the implementation and integration of SaaS solutions for scalability and enhanced functionality.
- Business Collaboration for Product Enhancement: Collaborate with business stakeholders to understand requirements, provide technical insights, and recommend product enhancements to align the CRM and associated products with business goals.
- Data Management & Reporting: Ensure data integrity and quality within Interaction CRM, oversee data imports/exports, and deliver insights through analytics to support business decision-making.
- Infrastructure Management: Manage the on-premises and hybrid infrastructure, with the supported by the platforms team focusing on performance, security, and scalability, and leverage cloud solutions and automation to streamline operations.
- Process Improvement & Continuous Optimisation: Identify opportunities to improve CRM workflows, processes, and integrations, leveraging automation and innovation to enhance system efficiency and functionality.
- Project Support for IT and Business Initiatives: Provide technical expertise for various IT projects, including upgrades, migrations, and integrations, ensuring projects meet business and technical standards.

Risk and Control: Ensure that all activities and duties are carried out in full compliance with our regulatory requirements and internal policies.

**Required skills and experience**:

- Expertise in Interaction CRM: Extensive experience with LexisNexis Interaction CRM, including configuration, troubleshooting, and administration. Or other related CRM Products.
- Product Ecosystem Knowledge: Proficiency with related products like eMarketing solutions, Qorus, and SharePoint Online, including support and integration.
- Data Analytics & Reporting: Ability to manage data quality and integrity, deduplicate data, and generate actionable insights through data analytics.
- Customer-Centric Approach: Strong interpersonal skills with a focus on user satisfaction, delivering effective technical support and training.

**Desired skills and experience**
- Automation and Scripting: Experience with scripting languages like PowerShell to automate tasks and streamline maintenance.
- Cloud Migration & SaaS Solutions: Experience supporting Product cloud migration projects and integrating SaaS & OnPrem solutions within existing infrastructure
- Security & Compliance: Familiarity with data privacy, security standards, and compliance requirements for CRM and cloud environments.
- Project Support Experience: Background in supporting project teams requirements for CRM with strong documentation and cross-functional collaboration skills

**Key Attributes**:

- Problem-Solver: