Senior Business Analyst – Legal Domain

US IT Consulting Co hiring for Support Operation in Legal domain. This opening is for multiple locations.

Role - Senior Business Analyst – Legal Domain (Support Operations)

Exp - 10 - 12 years

Location - Chennai/ Bangalore/Hyderabad/ Pune/ Noida/ Mumbai/ Gurugram

The Senior Business Analyst – Legal Domain (Support Operations) is the primary point of contact for legal process clarifications and day-to-day support of legal systems. This role owns support operations (L2/L3), ensures system stability, manages vendors, Liaises with business users, and translates legal operational needs into fixes and enhancements. The role requires hands-on knowledge of leading legal technology platforms used in law firms and corporate legal departments.

Responsibilities

• Act as the **go-to SME** for legal process and system-related queries.
• Own **support operations** for legal applications:
• Incident, problem, and change management
• Root cause analysis and SLA tracking
• Runbooks, SOPs, and knowledge base maintenance
• Support and administer legal systems, workflows, access, and configurations.
• Coordinate with Legal users, IT teams, and vendors to resolve issues and deliver fixes.
• Translate operational issues into clear requirements, user stories, and acceptance criteria.
• Lead UAT for fixes and minor releases; support production validation.
• Deliver training, release communications, and operational readiness activities.
• Track and report operational metrics (MTTR, backlog, CSAT).