• Build and maintain legal intake, ticketing, and request workflows to ensure efficient, consistent, and user-friendly request handling • Configure routing logic, request categories, prioritization rules, and SLAs to support timely and accurate processing of legal requests • Analyze intake volumes, response times, resolution metrics, and workload distribution to identify operational improvements • Implement workflow enhancements in partnership with Legal Operations leadership to implement workflow enhancements that improve turnaround time and consistency • Maintain clear, current user-facing documentation, knowledge articles, and self-service resources • Support the implementation, configuration, testing, launch, and ongoing optimization of legal technology platforms (e.g., Legal Front Door, CLM, Compliance tools) • Translate business and operational requirements into functional specifications and partner with IT on solution delivery • Support system enhancements, integrations, data quality improvements, and adoption initiatives • Document current-state systems and workflows to support continuous improvement and future planning • Produce standardized dashboards and recurring reports providing visibility into intake volumes, cycle times, SLA adherence, workload distribution, and system utilization • Conduct routine analysis of intake, ticketing and workflow data to support operational reviews and decision-making • Ensure data accuracy and consistency across intake, workflow tracking, and reporting systems • Translate data into clear, practical insights for Legal Operations leadership and attorneys • Support rollout of new workflows and system changes through documentation, training materials, and user support • Work closely with attorneys and Legal Operations leadership to address operational questions and issues