Davis Polk is looking for a Training and Support Specialist for its Knowledge Management (KM) team who will report to the Manager, Knowledge Management and will play a critical role in ensuring that firm personnel effectively utilize KM tools and resources. This position involves conducting training sessions, tracking, and reporting usage metrics, assisting with tool testing and upgrades, and supporting the overall KM strategy at Davis Polk. The ideal candidate will have a strong understanding of KM principles, demonstrate excellent training, presentation, and communication skills, and have a keen eye for detail in system testing and data analysis.
Typical responsibilities include, but are not limited to, the following:
Training and User Support
- Develop and deliver training programs, both in-person and virtual, to educate firm personnel on KM tools and best practices and help the firm maximize the value of KM offerings and legal technology solutions.
- Create and maintain comprehensive user guides, training materials, workshops, and FAQs to support firm personnel in effectively utilizing KM tools resources.
- Regularly assess and update training materials to reflect new features, best practices, or changes in KM tools and systems.
- Tailor training programs and delivery methods to meet the needs of different user groups within the firm (e.g., partners, incoming and rotating associates, and staff).
- Provide ongoing support and troubleshooting assistance to users of KM systems.
- Conduct training sessions during off-hours and weekends as needed to accommodate non-US offices.
Metrics and Reporting
- Develop and implement methods for tracking and analyzing usage metrics for KM tools to measure adoption and effectiveness.
- Generate detailed reports and dashboards that provide actionable insights into KM tool performance, user engagement, and trends over time.
- Collaborate closely with the KM team to identify opportunities for improvement based on data trends.
- Establish clear guidelines and standards for metric tracking to ensure accurate and consistent data reporting.
Testing and Quality Assurance
- Responsibility for testing KM tools following upgrades or system enhancements.
- Identify and report bugs, inconsistencies, or usability issues.
- Work closely with IT team and external vendors to ensure smooth system updates and deployments.
- Create and maintain detailed testing documentation and reports to track results.
- Conduct testing during off-hours and weekends as necessary to minimize user disruption.
General KM Support
- Contribute to KM initiatives by providing feedback on user needs and system enhancements.
- Assist in documenting KM processes and best practices.
- Participate in KM team meetings and collaborate on strategic projects.
- Support firm knowledge-sharing initiatives.
- Familiarity with legal knowledge management tools and document management systems.
- Willingness to stay up to date with emerging legal technologies and the ability to independently learn and adapt to new tools.
- Capable of effectively translating technical knowledge into accessible training for attorneys and staff.
- Strong presentation and instructional skills.
- Experience creating or working with testing methodologies.
- Demonstrated ability to work directly with attorneys with little or no supervision.
- Highly organized, with the ability to manage multiple projects simultaneously and determine priorities in a fast-paced environment.
- A proactive, strategic, and adaptable mindset, with a focus on delivering tailored trainings and KM resources that create measurable impact.
- Excellent written communication skills.
- 4+ years of experience in knowledge management, legal operations, training and/or legal technology in a large law firm, or 4+ years of legal assistant experience with a demonstrated interest in technology at a large law firm.
- Bachelor’s degree required, with a degree in Information Science, Library Science, Data Science or a related field preferred.
