Junior Aderant Support Specialist

Purpose of the Position The Junior Aderant Support Specialist is responsible for providing first-line and selected second-line support to clients using the Aderant Practice Management System and our clients related applications. This is a permanent support role. The position is intended to develop a junior resource through structured exposure to Aderant support, client communication, troubleshooting, documentation, testing and knowledge sharing under the guidance of senior Aderant team members. The incumbent must demonstrate strong attention to detail, sound problem-solving ability, professionalism in client communication and a willingness to build specialised knowledge in legal practice management systems over time.

Daily Responsibilities Aderant Support and Incident Management

• Provide first-line support for Aderant-related incidents, service requests and day-to-day client queries. • Log, manage, prioritise and update tickets assigned through the HALO Support System. • Troubleshoot routine Aderant issues relating to daily legal accounting and practice management processes. • Escalate unresolved, complex or high-risk matters to senior Aderant resources or Aderant Support where appropriate. • Follow up with clients to confirm that incidents and service requests have been satisfactorily resolved. Client Service and Communication

• Communicate professionally with clients via email, telephone and remote support sessions. • Gather sufficient information to accurately understand, diagnose and document the reported issue. • Provide regular progress updates on outstanding tickets and actions. • Assist clients with standard Aderant functionality and system navigation. System Administration, Testing and Configuration Support

• Assist with approved user maintenance and routine system administration tasks. • Support testing and validation activities relating to system changes, fixes and enhancements. • Assist with standard setup activities for new users, new matters or approved system changes. Documentation and Knowledge Management

• Maintain accurate ticket notes, support records and resolution details. • Create and update internal knowledge base articles, troubleshooting guides and support procedures. • Document recurring issues and resolutions to support internal knowledge transfer. Reporting and Data Analysis Support

• Generate standard reports using existing tools and documented procedures. • Assist senior resources with basic data validation, audit-related queries and spreadsheet preparation. • Develop SQL and Aderant database knowledge progressively as part of the role development path. Teamwork and Internal Collaboration

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