Content Administrator

Job description

We have an exciting opportunity for a Content Administrator to join our IT team, based in A&O Shearman's Belfast office.


Information Technology team - Belfast

The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30+ countries. To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale. We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Enterprise Architecture and Technology Platforms

To develop and maintain the firm’s technology strategy and enterprise architecture. In parallel, own, improve and simplify the firm’s key technology ‘building blocks’ by designing, building and managing the core technology platforms which are fundamental to delivering strategic business goals.

What you will do

Reporting to the Knowhow & LMS Platform Owner, this role combines user-facing content administration and second-line support across the firm’s Knowledge Technology platforms, including the SharePoint Online intranet, Knowhow systems and the Learning Management System (LMS). The role supports day-to-day content and configuration requests, troubleshooting and escalation, stakeholder engagement, governance and quality control, analytics, and project support across the full product lifecycle.

Key relationships;

Manager: Knowhow & LMS Platform Owner

Direct Reports: None

Additional Colleagues:

• Knowledge Technology Analyst

• Knowledge Community Lead

• Global Knowledge community 

• Intranet Platform Owner

• DMS Platform team

• M365 Platform team

• Internal Comms team

• Various internal stakeholders, across multiple functions and in multiple global locations 

• Third Party Vendors and contractors, as appropriate 

Responsibilities;

Content administration

• Carry out content administration requests across intranet, know-how and learning systems (e.g., create/update pages, sites, navigation, learning objects, catalogues, knowledge collections, metadata and permissions).

• Support practice group and business services content owners and editors in maintaining and improving content quality, usability and findability; provide guidance on information architecture and UX best practices.

• Help enforce operational standards and governance for knowledge platforms (style guide adherence, accessibility, quality control, lifecycle and retention where applicable).

Service & support operations

• Provide user-facing support for Knowledge Technology platforms, including basic troubleshooting and resolving user queries.

• Manage service requests in ITSM software (logging, allocating, updating, communicating progress and closing).

• Identify urgent and critical support requests and escalate where appropriate.

• Liaise with IT colleagues and, where required, work with third-party vendors to resolve incidents/problems through to resolution.

Analytics, engagement, and continuous improvement

• Provide insightful analytics to key stakeholders to support decision-making and continuous improvement.

• Drive engagement across the firm by encouraging adoption of knowhow and learning systems and reinforcing best practice ways of working.

Project and change support

• Support the management and delivery of knowhow, intranet, and learning projects through all stages of the product lifecycle including design, build and test.

• Support content/editor readiness activities (e.g., communications, guidance materials, and training) associated with platform changes and releases.

What you will have

Experience:

• Familiarity with Microsoft 365 product suites and strong technical aptitude, with the ability to learn new systems and processes quickly.
• Experience supporting content administration for SharePoint intranets, learning, or knowledge platforms (e.g., Docebo, iManage, or comparable systems).
• Practical understanding of content governance, information architecture, metadata and permissions management.
• Experience operating in an ITIL/ITSM environment; comfortable working with incidents, service requests and SLAs.
• You’ll stand out if you bring
• Experience supporting content for websites, intranet, knowhow, and/or learning solutions.
• Experience supporting knowhow or learning solutions in large-scale organisations

Personal:

• Excellent attention to detail, with a strong quality mindset and a collaborative, curious approach.
• Strong customer service orientation and stakeholder engagement skills, able to work effectively with lawyers, knowledge teams and technologists across geographies.
• Strong written and verbal communication skills; able to produce clear, concise documentation and guidance.
• Organised and able to prioritise competing demands in a fast-paced environment, with minimal supervision.
• Analytical and proactive problem solver; able to spot patterns in issues and propose practical improvements.
• Collaborative team player who lives the firm’s values and contributes positively to an inclusive working culture.

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, 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.

About A&O Shearman

A&O Shearman is a new global industry-leading law firm, with nearly 50 offices in 29 countries worldwide. Our fluency in English law, US law, and the laws of the world’s most dynamic markets, enables us to provide unmatched insight and seamless delivery to clients. We work on challenging and important deals and disputes that have the potential to shape the future.

We offer exceptional opportunities for our people; opportunities to work for the world’s leading businesses; to transform the status quo, and to deliver your best work, helping you and your career to thrive, while delivering unparalleled outcomes for our clients.

Whether you're helping clients solve complex challenges, transforming the ways we manage our business, or ensuring the smooth-running of our operations, this is an environment where you can belong and excel. We provide first-rate training and development, we are committed to an inclusive environment, and we provide support and ways of working that help you optimise your wellbeing.

What truly defines a career with us? We recruit the best and ask for the best of you. And together, we will redefine success.