Business Systems Analyst, Legal Operations

THE ROLE

The Business Systems Analyst, Legal Operations will design, optimize, and support the systems and workflows that power our global Legal function. This role translates Legal and business objectives into scalable processes, data models, and technology solutions—enabling higher productivity, better decision-making, and responsible use of automation and AI across the Legal portfolio.

You will partner closely with Global Legal Ops & Enablement (GLOE), Legal practice groups, Finance, HR, DTG/IT, and external vendors to build and maintain an integrated ecosystem (e.g., ServiceNow Legal Service Delivery, CLM/CM, knowledge/AI tools, matter management, e‑billing and reporting).

WHAT YOU'LL DO

Strategy & Business Partnership

• Partner with Legal and business leaders to understand goals, pain points, and priorities; translate them into clear system and process requirements.

• Map end‑to‑end Legal workflows (intake, triage, self‑service, assignment, execution, closure, and analytics) and identify opportunities for standardization, automation, and risk reduction.

• Help shape the Legal technology roadmap, including trade‑offs across “run-the-business” enhancements and “change-the-business” initiatives.

Solution Design & Delivery

• Translate high‑level requirements into detailed user stories, process flows, acceptance criteria, and test plans.

• Work with DTG/IT, vendors, and Legal stakeholders to design solutions that are scalable, secure, and aligned with corporate architecture and data governance standards.

• Support configuration and integration work across platforms (e.g., ServiceNow, CLM, Salesforce, knowledge/AI tools) in partnership with technical teams.

• Coordinate and execute functional testing, UAT, and defect triage, ensuring high‑quality releases.

Data, Reporting & Analytics

• Define and maintain metrics and dashboards for Legal (e.g., intake volume, cycle times, SLA performance, self‑service adoption, NPS/CSAT, AI‑enabled use cases).

• Partner with Finance, FP&A, and Legal leadership on data sets that support budgeting, resource planning, and portfolio prioritization.

• Ensure data quality and integrity across systems, including master data, matter metadata, contract metadata, and knowledge objects.

Change Management & Enablement

• Develop and execute change management plans (communications, training, documentation, office hours) to drive adoption of new tools and processes.

• Create and maintain playbooks, knowledge articles, and self‑service content for Legal and business users.

• Gather feedback post‑launch, monitor performance against expected outcomes, and iterate to improve.

Run-the-Business Operations

• Own and prioritize the enhancement and defect backlog for key Legal systems in partnership with product owners and service owners.

• Triage incoming requests, ensuring clear scope, impact assessment, and alignment to roadmap and capacity.

• Act as a Level 2/3 point of contact for complex issues, coordinating with DTG/IT and vendors to resolve them.

We are primarily an in-office environment and therefore, you will be expected to work from the Santa Clara, CA or Lehi, UT office in compliance with Everpure's policies, unless you are on PTO, or work travel, or other approved leave.

WHAT YOU BRING

• 4+ years of experience in Business Systems Analysis, Business Operations, or Program Management in a technology‑driven environment; Legal Operations or G&A experience strongly preferred.

• Proven track record translating business requirements into system designs, user stories, and testable acceptance criteria.

• Demonstrated experience with one or more of the following:

• ServiceNow (ideally Legal Service Delivery or other G&A modules)

• Contract lifecycle management (CLM) or matter management platforms

• Salesforce or other enterprise SaaS platforms

• Knowledge management and/or AI‑enabled workflows (search, summarization, drafting, classification, etc.).

• Strong process design and documentation skills (BPMN or similar), including running workshops, mapping current/future‑state, and identifying automation opportunities.

• Solid data and analytics skills: able to define KPIs, design dashboards, and interrogate data for trends and root causes; experience with modern analytics stack (e.g., Snowflake for data warehousing and Tableau for visualization).

• Experience working in cross‑functional, matrixed organizations with IT, Finance, HR, Sales Ops, or similar partners.

• Excellent communication skills, with the ability to tailor messaging for attorneys, executives, technical teams, and end users.

• Comfort managing multiple projects and stakeholders in a fast‑paced, high‑growth environment.

Preferred Experience

• Prior experience working in or closely with a corporate Legal department (e.g., Legal Operations, Compliance, Privacy, IP, Commercial, Employment, Litigation).
• Hands‑on experience with ServiceNow configuration in a business/system analyst or product owner capacity.
• Background in legal tech, process improvement, or shared services (e.g., G&A transformation, ticketing/intake systems, workflow automation).
• Familiarity with change management frameworks (e.g., Prosci/ADKAR) and training design.
• Experience supporting or implementing AI/automation initiatives in a controlled, governance‑driven way.

Lehi Salary Range: $89,000 - $134,000

Santa Clara Salary Range: $126,000 - $189,000

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