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Practising Law Institute IT Operations Analyst in New York, New York

Join PLI and represent the legal community’s premier provider of continuing education and research services as an IT Operations Analyst in our New York office. Work in a collaborative environment that prides itself on a genuine commitment to a work-life balance (3+ weeks of vacation days!). Grow your career and help us to prioritize IT activities to support PLI business operations.

For more than 80 years, PLI has served the legal community with innovative products and quality programming, building a sterling reputation spanning the country

Your responsibilities as IT Operations Analyst

  • Investigate, analyze, and prioritize activities to support PLI business operations including PLI’s websites and business applications (examples of our business applications include Salesforce and NetSuite).

  • Continually monitor, categorize, prioritize, troubleshoot, and resolve application issues.

  • Respond to application support requests using the Helpdesk software including telephone calls, emails, and personnel requests. Expect to resolve less complex problems immediately while working with other teammates to resolve more complex problems.

  • Coordinate with help desk and application support resources (particularly Business Analysts, Project Managers and Software Engineers) to ensure support requests are addressed in a timely fashion that keeps internal users informed about ticket progress and resolution. This includes escalation of follow-up communications and resolutions based on priority and length of time that the ticket is open; negotiation and communication to ticket requestors as required.

  • Document business processes, defects, and application support resolutions.

Create and maintain reports related to application support.

  • Analyze and evaluate the needs of stakeholders, and accordingly, any products, services, systems, processes, or workflows affected by those needs.

  • Manage application enhancement requests and issues, ensuring that items are addressed or routed to product backlogs, ensuring that nothing gets "missed" in a fast-paced environment where priorities can change daily.

  • Coordinate closely with DevOps team to support continuous delivery.

  • Conduct quality assurance to validate working/viable software. Perform regression tests and participate in Integration Testing and User Acceptance Testing (UAT).

  • Other duties as assigned.

Qualified candidates will have:

  • 3 - 5 years IT/IS business operations and helpdesk experience

  • Bachelor’s degree in Information Technology or a related field highly preferred.

  • Clear communicator - This resource can manage expectations and deliver bad news with aplomb and care, even when the answer is 'no'. Ability to communicate requirements in a clear manner which can be easily interpreted.

  • Proactive customer orientation. Ability to develop and foster strong relationships with business and IT teams.

  • Must demonstrate superior analytical ability with logic, reasoning, and attention to detail.

  • Work experience in an agile development environment is preferred

  • Experience with documenting business processes and developing QA test plans/scripts.

  • Proactive and self-motivated with ability to multi-task, stay organized and prioritize.

  • Proficient mastery of SQL, HTML, XML, Jira and Confluence is necessary

  • Experience with a help desk ticketing system such as ChangeGear or similar preferred

  • Experience with Salesforce is preferred

Your benefits at PLI

PLI offers a generous benefits package and is committed to creating an interesting, collegial, and supportive work environment:

  • Medical, dental and vision plans for employees and their families

  • Generous employer contribution to employee retirement savings account

  • Ample paid time off and holidays, summer Fridays

  • Unlimited access to LinkedIn Learning web-based training along with other career development opportunities

  • Work-life balance initiatives

About PLI

Practising Law Institute (“PLI”) is a nonprofit learning organization dedicated to keeping attorneys and professionals at the forefront of knowledge and expertise, as well as preparing them to fulfill their pro bono responsibilities.

Chartered by the Regents of the University of the State of New York, PLI was founded in 1933 by Harold P. Seligson. The organization provides the highest quality, accredited, continuing legal and professional education programs in a variety of formats. PLI publishes a comprehensive library of Treatises, Course Handbooks, Answer Books and Journals also available through the PLI PLUS online platform. The essence of PLI’s mission is a commitment to the pro bono community and with over 98,000 attendees at our pro bono programs this past year.

Practising Law Institute is an equal opportunity employee; more information may be found here:

PLI is an equal opportunity employer and does not discriminate against any candidate based on race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, military and veteran status, sexual orientation, or any other factor protected by federal, state or local law.

ID: 2020-1301

External Company URL:

Street: 1177 Avenue of the Americas