Junior Aderant Support Specialist

SUMMARY:
Our client is looking for a Junior Aderant Support Specialist to join their team.

POSITION INFO:
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.

• 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.

• 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.

• 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.

• 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.

• Participate in team meetings, support discussions and knowledge-sharing sessions.
• Work closely with senior Aderant resources to build role-specific knowledge and understanding of client environments.
• Provide progress updates on allocated tasks and raise risks or delays timeously.

• Basic understanding of accounting principles and financial transactions.
• Good general computer literacy and understanding of business software applications.
• Microsoft Office 365 proficiency, including Outlook, Word and PowerPoint.
• Strong Microsoft Excel skills, including formulas, filtering, sorting and basic data analysis.
• Basic SQL knowledge or willingness to learn SQL for database querying and analysis.
• Exposure to legal practice management systems, ERP systems or software support environments will be advantageous.

• Strong analytical and problem-solving skills.
• Excellent attention to detail and accuracy.
• Professional written and verbal communication skills.
• Client-focused approach with the ability to remain calm and structured when handling support queries.
• Ability to work independently while recognising when escalation is required.
• Self-starter with a proactive attitude toward training, knowledge acquisition and continuous improvement.
• Good teamwork, time management and organisational skills.

• Diploma, certificate or degree in Information Technology, Accounting, Business Information Systems, Finance, or a related field is preferred.
• Relevant Aderant training or certifications, or willingness to complete Aderant-related training as part of the role.
• SQL, Microsoft Excel or Microsoft Office training will be advantageous.

• Clear credit and criminal record

• Experience in software support, helpdesk support, ERP support, legal software support or a similar support environment.
• Experience in a law practice support role or understanding of legal accounting processes.
• Familiarity with Aderant Expert would be highly advantageous but is not required for appointment.
• Exposure to SQL Server, reporting tools, template maintenance, DocuDraft or Formax will be beneficial.

• Develop competency in Aderant core modules and standard support processes.
• Build practical knowledge of legal accounting processes and client-specific environments.
• Progressively learn SQL, Aderant database structures, reporting and data extraction.
• Gain controlled exposure to implementation tasks, system configuration, testing, DocuDraft and template-related work under senior supervision.
• Work toward independently managing routine first-line and selected second-line support requests within 12 to 18 months.