1+ months

Systems Administrator (Service Management Platform)

Richmond, VA


As a trusted advisor, LeClairRyan provides business counsel and client representation in corporate law, litigation, and intellectual property. In this role, the firm applies its knowledge, insight and skill to help clients achieve their business objectives while managing and minimizing their legal risks, difficulties and expenses. With 25 national offices, the firm has approximately 325 attorneys representing a wide variety of clients throughout the nation.


ULX Partners is a strategic business entity that empowers member law firms with true end-to-end client solution capability, capital to ensure pricing predictability and flexibility, and the ability to improve law firm economics. Founded in 2018 by enterprise legal services provider UnitedLex with LeClairRyan as the first member firm, the ULX Partners constellation comprises more than 400 professionals in 26 countries who provide a full range of legal, finance, human resources, IT, pricing, procurement, and knowledge management support services to its member law firms. By fusing the business and the practice of law, ULX Partners helps law firms better align the scope, staffing, and pricing of services with clients legal and business needs.


In partnership with LeClairRyan, we are excited to announce that we are currently seeking a Systems Administrator in our Richmond, Virginia office who will contribute to overall success and help secure the bright future of our organization.


Established in August 2015, the Administrative Operations office acts as a hub to provide administrative support to LeClairRyan offices nationwide. The office is home to approximately 65 employees from the Firms Human Resources, Accounting and Finance, Marketing,  Information Technology and Conflicts Resolution and Client Intake departments. With a team focused, collaborative work environment, the Administrative Operations office is an illustration of LeClairRyans dedication to innovation within the legal community.


LeClairRyans Information Technology team consists of approximately 20 professional staff who provide onsite and remote support to LeClairRyan employees nationwide. As LeClairRyan has expanded, the team has focused on development, improvement, and implementation of the Firms technological resources. With LeClairRyans dedication to innovation, our Information Technology department will continue to be a vital part of our continued success.


The Systems Administrator (Service Management Platform) provides administration and support of the Firms service management platform, of which the core is currently incident management. Maintains and enhances the existing configured modules and assists in the implementation of new modules, features and functionality. Supports business operations by maintaining, operating, and providing complete ownership and administration of the Cherwell Service Management Platform, its integration and use.


Responsibilities of the role include but are not limited to the following:


  • Performs daily support functions, administration and maintenance of the Firms service management platform.
  • Actively participates with other members of the team in support of the incident management process.
  • Facilitates and supports the rollout of new modules and enhancements for the service management platform.
  • Works with third party vendors and process owners to develop and implement workflows in the Cherwell and administer modules including but not limited to Incident, Asset, Change Management, Procurement, and Service Catalog, and CMDB.
  • Manages the timing of, and assures that Cherwell is updated and new releases include documentation, UAT, and implementation.
  • Creates/configures and maintains service catalog items, forms, workflows, interfaces, rules, UI policies, actions, and notifications, pages, etc.
  • Documents processes and maintain related knowledge base articles.
  • Follows established change management process and protocols for deployment of updates sets, implements new change management processes as they are rolled out.
  • Assists in training, or acts as trainer of other staff members in Cherwell administration. Act as escalation point for issues of a difficult nature and mentor other team members.
  • Provides coordination and support for the management of incident workflow, subsequent follow ups and closures.
  • Acts as Firm wide training resource for Cherwell, and proactively engages operational departments in the Firm ensuring widespread adoption of the platform
  • Makes proactive recommendations for improvements, and works with the vendor and technical staff to implement.
  • Maintains a working knowledge of the technical applications and functions needed to support users in the enterprise.
  • Evaluates documented resolutions and analyze trends for ways to prevent future problems.
  • Proactively assess business needs and makes recommendations for system improvements.
  • Attends regular Cherwell development courses to maintain needed level of proficiency to satisfy business requirements.
  • Works with developers to identify areas of expansion in Cherwell and manages tasks to ensure development is successful.
  • Works effectively with the PMO on Cherwell and other related projects.
  • Works collaboratively in tandem with other applications and technology resources to ensure cross knowledge transfer within IT.
  • Performs other duties as assigned.
Required Skills


  • Minimum two years prior progressive administrator experience with service management platform. Certified System Administrator or other service management platform certifications strongly preferred.
  • Degree in Computer Science, Business Administration or related field required.
  • Analytical and problem-solving abilities required.
  • Must be positive, adaptable, and a team player.
  • Excellent verbal, written, and interpersonal skills.
  • Ability to train and develop training materials upon request.
  • Self-motivated, organized, and detail oriented.
  • Strong documentation skills.


LeClairRyan does not accept unsolicited resume submittals from contracted or non-contracted agencies. LeClairRyan is not responsible for any fees related to unsolicited resumes.

Job Location
Richmond, Virginia, United States
Position Type


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Systems Administrator (Service Management Platform)

Richmond, VA

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Richmond, VA

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