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IT Subject Matter Expert - Desktop Solutions

Company Gowling WLG Location Birmingham
Contract Permanent Position Salary
Sector(s) Information Technology (IT), Legal

Job Description

We have more than 1,400 legal professionals working around the world. Our offices span across 19 cities in Canada, the UK, Continental Europe, Asia and the Middle East. There's strength in our global presence – we embrace our differing cultures and work together as one team. We also understand the importance of investing in relationships that build knowledge and trust, while we provide legal advice that's tailored to our clients' world.

'Our people and distinct culture are what makes us different. We know this through client and employee feedback and this drives everything we do''

 Chris Oglethorpe, HR Director.

There are great opportunities for all our people to flourish. Through training and personal development they can grow in their role. Our people are the cornerstone of our success, across legal, business support and early talent. We care about their happiness and believe in the power of teamwork. We want them to feel empowered and recognise that by supporting, respecting and embracing everyone's different contributions we achieve more.

Working flexibly, working fairly

Agile working offers people more freedom and flexibility in where, when, and how they work. As technology advances and our workforce becomes more diverse – and with clients often working to a 24/7 rhythm – having extra flexibility is key to helping us balance work and other commitments sensibly and productively.

By supporting people to choose where and when they get their work done, we help them to make a full and fair contribution to their team – while maintaining that all important work-life balance.

Where possible and depending on business needs, we will consider all flexible working options such as part-time working, job sharing, working from home and staggered hours. If in considering a role with Gowling WLG you favour flexibility in your working arrangements, please discuss this with the recruitment team in the early stages of the application process.

Main Purpose of the Job

To provide expert up-to-date technical knowledge on application implementation/support and operating processes for Gowling WLG's desktop applications.  

To specify practical, cost-effective working processes that get the best out of the technology whilst developing architecture designs that can be integrated within the wider customer solution base

Main Duties and Responsibilities

To act as a Subject Matter Expert (SME) for Desktop Solutions (and other systems where necessary) within the core technology platform area by:

  • Maintaining a thorough knowledge of chosen core technology platform systems and procedures plus any integrations/links with other BIS systems and external data sources
  • Working with suppliers' support teams and relevant user groups to ensure strong, relevant and up-to-date product knowledge and helping to transfer this knowledge to other members of the BSC, A&I and SD teams (especially Service Delivery SMAs)
  • Understanding technology trends and the practical application of existing, new, and emerging technologies to enable new and evolving operating processes for the business
  • Analysing the technology industry, competitors and market trends, and determining (and sharing) their potential impact on core technology for the business
  • Working with the Business Change team to deliver projects including any system upgrades and enabling enhanced functionality - working collaboratively with all colleagues throughout all stages of implementation through to user acceptance and ongoing support and maintenance
  • Observing good data governance, system controls and documentation as per the firm’s policies
  • Ensuring that system setup, configuration records and processes are documented and kept up to date
  • Consulting with Enterprise and Solution Architects to ensure development projects fit systems/infrastructure architecture, and identifying when it is necessary to modify projects to accommodate the systems/infrastructure architecture
  • Consulting with the Information Security Officer to ensure that any proposed software developments or changes do not compromise the security of the firm’s data
  • Liaising with external providers to resolve any issues in the functionality and interoperability of new applications, infrastructure and other services with existing IT systems
  • Participating in 8am to 8pm Service Delivery service provision shifts as necessary
  • Participating in 8pm to 8am Service Delivery Out-of-Hours Support (OHS) service provision team(s) as an OHS consultant

To prepare (or assist in the preparation of) and maintain test plans and test scripts

  • Ensuring both manual and automated testing are covered
  • Testing each software component and demonstrating the business condition under test and the expected results
  • Covering UI, web API and other services as well as both relational and non-relational databases

To create and develop (or assist in creation/development) the educational materials relating to the technology platform changes including:

  • Delivering scheduled and tailored training for users
  • Documenting all the platform developments/changes, including the design and analysis work
  • Delivering scheduled and tailored training for SMAs or others who will run the software
Key skills and experience
  • Proven experience implementing, migrating, maintaining and supporting SCCM Windows desktop
  • Excellent working knowledge of Microsoft Windows
  • A solid understanding of SCCM technologies including Asset Intelligence, Desired Configuration Management, Windows Defender, Out-of-band management, Power Management, Software Distribution, Software Metering, Software Update Management, User-State Migration, Zero-Touch Image Deployment, DNS and Group Policy
  • Proven SCCM Windows image development, testing and deployment experience
  • Windows 10 servicing
  • Strong working knowledge of Ivanti UWM (Formerly AppSense)
  • PowerShell scripting experience
  • Experience of configuring end-user hardware, including BIOS settings and security
  • Experience of application packaging and Windows Installer
  • Experience implementing Microsoft security concepts and best practices
  • Demonstrable advanced troubleshooting knowledge and ability to research root causes for issues
  • A minimum of two years of demonstrated competency in a subject matter expert role involving maintaining and improving existing IT/Information systems, solutions and services along with the successful execution of multiple projects for new systems, solutions and services
  • Excellent planning and organisational skills
  • Excellent understanding of current and emerging technologies and how other enterprises are employing them to drive digital business – with a focus on end-user needs
  • Excellent written and verbal communication skills, with the ability to effectively communicate technical concepts to non-technical people at all levels
  • Strong analytical, diagnostic and problem-solving skills with the ability to absorb new information quickly
  • Ability to excel in a fast-paced, ambiguous, and evolving marketplace
  • Methodical with excellent attention to detail
  • Ability to adapt to various internal and external situations and deliver high quality service
  • Team player, providing support to colleagues and managers and working with teams across the firm
  • Flexible approach with a customer and business focus
  • Experience of working within a matrix organisation, including reporting into a number of people including technical line managers and project managers
  • Evidence demonstrating ability to work efficiently and effectively under pressure of deadlines including expertise in prioritising competing workloads


  • Monitoring of SCCM health and performance tuning
  • Experience of delivering MS Office applications and plug-ins
  • Familiarity with supporting backend infrastructure such as Active Directory and Windows Server
  • Basic Project Management skills
  • Experience of Service Now for issue and configuration management
Equal Opportunities

Gowling WLG is committed both to promoting equality and diversity in the firm and to Equal Opportunities in employment.  The firm believes in equality of opportunity regardless of race or racial group (including colour, nationality, ethnicity, national origins), religion or belief, age, disability, sexual orientation, sex, gender re-assignment and gender identity, marriage and civil partnership, and pregnancy, maternity and paternity.  This also includes any incidents of perceptive or associative discrimination and harassment.

At Gowling WLG we seek to attract and retain talented people from a diverse range of backgrounds and cultures, to create an exciting and rewarding place to work.  Our aim is to fulfil everyone's potential and together to achieve personal and business goals.


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