AI Support Specialist

About Us

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Spencer West is a leading full-service international law firm, committed to a values-led approach and advising businesses and individuals globally. Our core values of collaboration, entrepreneurship, and excellence are at the heart of everything we do.

We are proud to be both globally connected and locally invested.

With an international presence and a global outlook, we provide comprehensive legal advice on corporate, commercial, disputes, and private wealth matters across multiple jurisdictions. At Spencer West, we seamlessly blend local knowledge with global strength to meet the diverse needs of our clients.

About the Role

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We are looking for an AI Support Specialist to support the successful adoption, governance and continuous improvement of AI-enabled technologies across the firm.

This role will act as the first point of contact for Partners and colleagues seeking guidance on the effective, responsible and secure use of AI tools, alongside supporting the firm's case management system and intranet. The successful candidate will play a key role in helping colleagues understand how AI can improve efficiency, automate routine processes and enhance service delivery, while ensuring that all use of technology aligns with the firm's professional, regulatory and confidentiality obligations.

Working closely with the Support Operations Team Lead, Partner Services Team, Compliance Team and senior stakeholders, you will help identify opportunities for AI-assisted workflows, support technology projects and integrations, deliver training, create guidance materials and contribute to the ongoing evolution of the firm's operational systems.

This is an exciting opportunity for someone with a strong interest in technology, AI, knowledge management or legal operations who enjoys helping people solve problems, improve processes and adopt new ways of working.

Key Responsibilities

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AI support and User guidance

• Act as the first point of contact for AI-related queries from Partners and colleagues.
• Provide practical guidance on the effective, secure and responsible use of approved AI tools.
• Triage technology and AI support requests and escalate issues where appropriate.
• Maintain records of common support requests, recurring challenges and barriers to adoption.
• Identify opportunities where AI tools can improve workflows, productivity and collaboration.
• Support colleagues in understanding AI capabilities, limitations and appropriate use cases.

Case management system and technology improvement

• Support the ongoing development and enhancement of the firm's case management system.
• Identify opportunities for workflow automation, AI-assisted processes and improved system integrations.
• Assist with the testing and deployment of new functionality and AI-enabled enhancements.
• Support the implementation of databases and technology solutions for new Spencer West jurisdictions.
• Contribute to projects aimed at improving user experience, operational efficiency and data quality.
• Work alongside operational and technical teams to streamline existing processes and reduce manual administration.

AI Governance and operational support

• Assist in ensuring that AI use across the firm aligns with operational, compliance and risk management requirements.
• Support the development and maintenance of AI-related policies, procedures and guidance.
• Work with the Compliance team and operational stakeholders to promote responsible AI adoption.
• Monitor and document AI-related issues, trends and improvement opportunities.
• Support the implementation of appropriate controls relating to confidentiality, data protection and professional obligations.
• Contribute to the continuous improvement of AI-enabled working practices across the firm.

Training, communication and adoption

• Organise and deliver AI training sessions, workshops and drop-in support clinics.
• Create engaging learning materials, including user guides, manuals, videos and practical demonstrations.
• Develop guidance on topics including prompt writing, workflow automation, responsible AI use and technology best practice.
• Assist with firmwide communications relating to AI developments, operational processes and technology updates.
• Promote a culture of innovation, curiosity and continuous improvement across the firm.
• Support colleagues in developing confidence and capability in the use of AI tools and digital technologies.

Stakeholder collaboration

• Work closely with the Support Operations Team Lead, Partner Services Team and senior stakeholders to identify improvement opportunities.
• Collaborate with colleagues across legal, operational, compliance and business support functions.
• Gather user feedback and translate business requirements into practical technology solutions.
• Help manage expectations regarding the capabilities and limitations of AI technologies.
• Support projects that contribute to the firm's vision of being the most connected law firm.

About you

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• Experience in a technology support, operations, systems administration, legal technology, knowledge management or similar role.
• Strong interest in artificial intelligence, automation and emerging technologies.
• Excellent problem-solving and troubleshooting skills.
• Ability to explain technical concepts clearly to both technical and non-technical audiences.
• Strong organisational skills with the ability to manage multiple priorities effectively.
• Excellent written and verbal communication skills.
• Ability to identify process improvement opportunities and recommend practical solutions.
• Comfortable delivering training and supporting users with varying levels of technical confidence.
• Strong attention to detail and a commitment to accuracy.
• Ability to work collaboratively with colleagues across different teams and jurisdictions.
• Good understanding of data protection, confidentiality and information security principles.
• Enthusiastic, proactive and committed to continuous learning.

Desirable skills and experience

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• Experience working within a law firm, professional services environment or regulated industry.
• Experience supporting or administering case management systems, document management systems or intranet platforms.
• Familiarity with Microsoft 365 applications, including Copilot, Teams, and SharePoint.
• Knowledge of AI tools and their practical application within professional services environments.
• Experience creating user training materials, guidance documents and knowledge resources.
• Understanding of legal operations, risk management or compliance processes.
• Experience participating in technology implementation or change management projects.
• Awareness of AI governance, responsible AI principles and data protection requirements.

What We Offer

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• The opportunity to play a key role in shaping the firm's AI strategy and adoption journey.
• Exposure to innovative technologies and AI-enabled legal operations.
• The ability to work closely with senior stakeholders across the firm.
• A collaborative and entrepreneurial working environment.
• Ongoing professional development and training opportunities.
• Remote-first role (work from home from anywhere within England \& Wales or the option to work from our London office).
• Competitive salary and benefits.

*Note to Recruitment Agencies: Spencer West is currently recruiting directly and not accepting speculative applications for this role.*