We have an exciting opportunity for a
Reservations Systems Support Administrator/Senior Administrator
to join our
Business Services team.
Business Services provides excellent client care and technical expertise in the following areas: Hospitality Services (Front of House, Catering, Communications Centre, Contract Operations & Health & Wellbeing Centre) Document Services (The Bridge, Practice Support, Scanning & Electronic Bibles, Legal Records management, Document Checking, Document Production, Creative Services and Reprographics), Engineering, Security, Business Continuity, Real Estate, and Building Fabric & Projects. Delivering seamless service to all clients.
Working closely with the Business Services Project Manager and the Business Services Systems Officers, the Systems Support Administrator is responsible for providing global operational support and administration of the firm's room and desk booking technology, Eptura Engage.
The role holder will be a subject matter expert and trusted advisor for the system, acting as a key interface between the legal practice groups, IT, supplier and the various Business Services functions within the network (EMEA, the Americas and APAC), specifically supporting on the development of the system to deliver the London office move and NYC office roll out. They will need to have a good understanding of client requirements and the business needs. They will also need to take ownership and manage workstreams autonomously through time management and organisation skills, and co-ordinating teams that are responsible for cross-functional deliverables.
They will provide change management support and will be responsible for training and supporting international offices on any new system features for the room and desk booking technology. They will also be responsible for regular system upgrades of the room booking system and coordinate pre-system upgrade activities such as updating test scripts, testing and communicating fixes and improvements to relevant stakeholders.
As the subject matter expert, the role holder is responsible for logging defects and escalating issues to suppliers and will look at providing solutions to technical issues, where possible.
Client relationship management should form a key but natural function of the role. The role holder will be accountable for ensuring that our stakeholders derive the maximum benefit from all systems. They will be required to build solid internal and external working relationships, establish relationships with clients based on trust and credibility and represent the project team in various internal and external meetings.
Key Relationships
* Global Head of Business Services
* Business Services teams, including Document Services teams, Front of House global network, London and Belfast Reservations team and Team Leaders, Global Front of House Management team, Global Service providers i.e. catering, housekeeping and AV
* IT (with particular focus on the BS IT Relationship Manager and technical teams)
* External supplier
* Regular interaction with key stakeholder groups and regular and appropriate engagement with Business Services management, PA's and Fee Earners.
Role and Responsibilities
Global support and administration:
* Act as a key global administrator of the global room and desk booking system ensuring global standards and processes are adhered to. Key activities supporting the London office and NYC office projects include:
* The upload of floor plans, labelling and management of office locations within the booking system.
* Active management of 'groups' within desk booking system.
* Registration of security credentials.
* Support to onsite panels.
* Managing the administration of fixed desks.
* Supporting the wider team in the management of visitor desks.
* Delivering post go-live support to key activities including access control, SCIM, native exchange and roll out of Eptura Visitor.
* Monitoring and ownership of issues and questions arising from the admin email/BMC, escalating internally or with the supplier as required.
* Providing regular updates on progress of work to key stakeholders.
* Maintaining and implementing policy standards in relation to system configuration and permissions.
* Maintaining the inventory for the global room booking system ie licences, bookable spaces and hardware costs.
* Managing all systems policies and documentation including user training materials and global best practice.
* Being a super user/global administrator.
* Bring flexible with hours in order to fully support a team which operates outside core business hours.
System upgrades and training:
* Coordinate system upgrades, where required, from the user acceptance testing (UAT) testing phase to the upgrade implementation in production, including system configuration and testing in production.
* Ensure all test scripts are up to date with any new features for testing.
* Coordinate UAT between different global locations before upgrades go into production.
* Maintain IT relationships, ensuring change processes are followed and approvals gained from the Change Advisory Board (CAB) before upgrades.
* Communicate new functionality and fixes to current issues to relevant support teams, global offices and end users.
* When required, support and deliver in-depth training to super users, global administrators, and users, and update associated training material.
Stakeholder and supplier management:
* Build and maintain strong relationships with suppliers, particularly senior management to ensure that issues are escalated and actioned promptly.
* Maintain a good client relationship framework between Business Services and suppliers.
* Support supplier performance by attending regular supplier service reviews.
* Cultivate effective working relationships with a variety of key stakeholders, including, but not limited to; IT, AV, HR, Finance, PA groups and A&O international offices.
* Coordinate feedback from global teams and feedback to the product owner and supplier on an ongoing basis.
* Participate in meetings to represent the operational aspect of the room and desk booking system.
* Attend relevant project meetings eg. monthly service review or weekly projects meeting.
* Coordinate regular local and global operational calls to discuss any issues and system roadmaps.
* Build solid internal and external working relationships, to establish relationships with clients based on trust and credibility.
Key Requirements
* Experience of working with a room and desk booking system.
* Enthusiastic, self-sufficient and adaptable, able to offer credible alternatives and creative solutions to help reach deadlines and overcome project related and system issues.
* Resilient and a self-starter/self-motivator with a positive demeanour.
* Strong interpersonal skills, proactive with excellent written and oral communication.
* Customer-oriented, with proven ability to anticipate and understand the needs of clients.
* A resourceful, natural relationship builder with excellent stakeholder management skills.
* Presentation and training skills with the ability to facilitate meetings.
* Awareness of cultural differences amongst global offices and able to adapt communication style accordingly.
* Entrepreneurial mind set, goal orientated, strong practical problem-solving skills, outstanding work ethic and professionalism.
* Ability to manage demanding and sometimes challenging clients and managing high volumes of requests with a variety of technical intricacies.
* Passion for making things work better.
What we can offer you
We recognise that our people are our most valuable asset, which is reflected in the wide range of benefits that are available to our employees. Some of these benefits include: our occupational pension scheme, group income protection cover, private medical insurance, mental health resources and free apps, health and wellbeing services encompassing GP service, emergency back-up care support, parental and special leave, holiday entitlement increasing with length of service, holiday trading, online discounts and lifestyle management services.
We recognise the value of flexible working and embrace hybrid working, allowing our people to work from home up to 40% of their working time. We do, however, remain committed to working together in person for the remaining 60% of time so that we can learn, grow and succeed together.
Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.
We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic.
If this role is not of interest we may have another suitable opportunity here for you at A&O Shearman Visit our careers portal at
A&O Shearman Careers
and submit your CV to our
Talent Network
to be notified when the perfect opportunity becomes available.