Lead Applications Engineer, Legal

See yourself at Twilio

Join the team as Twilio's next Lead Applications Engineer, Legal in the Legal, Audit & Security space.

About the job

This position is a business critical role at Twilio where you will work closely with key legal stakeholders across Legal Matter Management, Ethics & Compliance, Privacy areas.

You will be responsible for managing and resolving all system related issues. Working with the current global team providing daily support and delivering technical enhancements across the legal operations landscape.

There are a number of applications including (but not limited to) the following:

• ONIT (Legal Matter Management);
• Agiloft or Ironclad (Contract Lifecycle Management);
• COI (Conflict of Interest declaration);
• Reveal (Employee Litigation); and
• Kodex (law enforcement requests).

Your role will involve understanding & analyzing legal processes, designing new workflows, implementing and customizing e.g. ONIT solutions, and providing strategic insights to improve efficiency and compliance.This will also allow you to drive your own opportunities for professional development adding value to our business.

Responsibilities

In this role, you'll:

• Work with internal legal teams to provide end user support across the applications they use
• Analyse business problems and requirements to propose technological solutions.
• Oversee new enhancements within the current system landscape.
• Troubleshoot & resolve Legal Matter issues as these arise
• Serve as an expert in ONIT applications, specifically focusing on matter management modules and related functionalities
• Lead the configuration and customization of ONIT matter management modules to align with organizational needs and workflow
• Oversee and manage legal matters using ONIT, including case intake, matter tracking, documentation, and reporting.
• Support implementation, roll-out & adoption phases of new technologies, interacting internally with the business and working with vendors - coordinating complex projects
• Overview, co-ordinate & tracking project progress & workflow throughout the matter lifecycle
• Provide timely and effective support to the Legal business team via Zoom, Slack, email, and other communication channels
• Create and maintain detailed documentation, including FAQs, troubleshooting guides, and best practices.
• Analyze legal workflows and processes, identify areas for improvement, and propose technology based solutions to enhance efficiency and compliance.
• Ensure the accuracy and integrity of legal data within ONIT matter management systems, implementing data governance best practices.
• Develop credibility and relationships with client stakeholders.
• Work in an AGILE manner as the team pivots to a SAFe working model with story intake, iteration planning and execution.
• Cultivate strong business relationships with key stakeholders (mostly in the U.S.)
• You will be comfortable working with globally dispersed I.T. teams and senior business leadership being predominantly based in the U.S.
• Lead daily, weekly and monthly interactions with senior stakeholders - both business and IT.
• Ideally, lead discussions, and articulate options and recommendations to complex issues.
• Confidently discuss technical and non-technical issues.
• Monitor and support junior EPM team members and accelerate their EPM knowledge development through coaching and mentoring.

Qualifications

Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having "desired" qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table

*Required:

• Bachelor's degree in Legal Studies, Business, Information Technology, or related field. Advanced degree or ONIT
• Minimum 7 years' experience years in legal operations, matter management, or a similar role with a focus on ONIT applications or similar software.
• Proficiency in Legal applications, particularly matter management modules, configuration, and customization.
• Strong technical, analytical skills with the ability to interpret complex legal data within Legal Matter Management systems.
• Excellent communication and interpersonal skills, English is a must.
• Ability to troubleshoot technical issues and provide effective solutions.
• Detail-oriented with strong organizational skills.
• Teamwork-oriented with a strong focus on customer satisfaction
• Comfortable to work across time zones – bulk of users based in US region
• Ideally, lead discussions, and articulate options and recommendations to complex issues.
• Confidently discuss technical and non-technical issues.
• Monitor and support junior EPM team members and accelerate their EPM knowledge development through coaching and mentoring.

Desired:

• Extensive experience with Legal applications in a corporate or law firm environment.
• Previous experience in a senior or lead analyst role within legal operations using ONIT applications or similar
• Experience in a US client-facing support role.
• AGILE or SAFe experience

Location

This role will be remote, and based in India

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.