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SalaryAbout BigHand
BigHand offers technology solutions for busy legal professionals that provide data and insights to increase value and profits. Through technology, insight and experience, we deliver success for our clients future. We enable our clients to give their customers a better experience while empowering their people to be their best.
We make big happen for our customers.
We are a business driven by our values and have these at the centre of everything we do. Our BigHanders are dedicated to building a culture where we win together, we learn, we give back, we believe in each other and we find the fun. We are proud to have ranked in Great Places to Work top 50 “UK’s Best Workplaces” list for 6 years.
About the role
The primary duty of the Document Implementation and Support Consultant is to have a full understanding of the BigHand Document Creation (including Styles and Doc ID) products to efficiently implement the software, consult and provide best practice guidance with clients, and Support the product post go live.
The Support portion of this role will be to raise customer inquiries, prioritize, document, analyse, troubleshoot, and resolve client issues via the CRM tool within the incident management process. The Implementation portion will focus on the creation of templates and all associated configurations including ribbons, forms, styles and dynamic content, and content wizards.
What you’ll do
- Install BigHand “software” on client site or remotely and configure as needed.
- Design and build customized Microsoft Office templates and associated configurations (including customization of the UI, ribbons and wizards, dynamic document content and printing configurations) within the agreed timelines.
- Perform quality control tests against customized templates and configuration files.
- Delivery of customized templates and configuration files to the client for testing and provide support during testing.
- To review and interpret project scopes and obtain clarification and Supporting materials where needed.
- Triage issues raised by clients and escalate where required.
- Produce final hand-over documentation as agreed.
- Keep the PM informed on the progress of the project against plan and raise issues and concerns in a timely manner.
- Escalate cases for development.
What we’re looking for
- Advanced knowledge of Microsoft Office applications (Word, PowerPoint and Excel).
- Able to diagnose and troubleshoot issues with a pro-active approach to finding the best solution.
- Self-motivated with the ability to work both independently and in a team.
- Able to call on experience to offer advice and best practice guidance when needed.
- Excellent communication skills both virtually and face to face.
- Have the organizational skills to manage workloads efficiently, independently and with full accountability.
- Strong documentation and record keeping skills.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- (Desirable) Experience with SQL Server infrastructure, SQL Server Management Studio.
- (Desirable) Advanced knowledge of BigHand Document Creation and Pitching and Proposals products.
- (Desirable) Experience in the Legal sector.
What we offer
- 15 days vacation per year + 2 personal days to take for anything you like!
- 10 paid holidays, including 4 floating holidays
- 3 additional BigHand days off between Christmas & New Year
- Wellbeing benefits including medical, dental, vision, Employee Assistance Program (EAP) and Employee Resource Groups (ERG)
- Company-wide Wellness day, for our teams all across the globe to switch off and spend the day doing something to nourish their mental health
- Opportunities to give back with company volunteer events and individual volunteer days
- Career growth opportunities and study leave options
- Family benefits including enhanced parental leave and fertility support
- Financial benefits including 401K with employer match, short-term disability, life insurance, and flexible spending accounts
- Fully remote working
- Growing business with a global presence and a true focus on work-life balance
Our DEI Commitment
We welcome the unique value and individuality that you can bring to BigHand. We are an equal opportunity employer and are dedicated to recruiting solely based on capability and potential regardless of race, gender, sexual orientation, gender identity or expression, age, educational background, national origin, religion, military status or physical ability. Our BigHanders are dedicated to advancing our culture of belonging by embracing differing viewpoints, opinions, thoughts, and ideas.
