Functional Analyst

The Functional Analyst will work closely with Technology and Business Leaders, Product Managers, Engineers, vendors and other stakeholders to support the effective delivery and ongoing management of the Business Services Solutions - Business Development, Marketing and Communications (BDMC) portfolio.

The role holder will be responsible for implementing and supporting technical solutions across the portfolio, ensuring seamless day-to-day operations, system stability and continuous improvement. Leveraging strong collaboration with business and technology teams, they will drive enhancements, improve user experience and ensure solutions remain aligned with business objectives.

Main responsibilities:

- Provide administration and support for a range of business development and marketing communication platforms, such as BakerCI, Marketo, Client Listening, Pitch & Pursuit, Employee Advocacy, Alumni Program, Mobile Apps, and other related solutions.
- Act as First Responder to escalated incidents requiring deeper functional or technical analysis.
- Investigate root causes of system issues raised by business professionals, providing clear, comprehensive diagnostics aimed at finding permanent resolution.
- Monitor and review open incidents, driving timely closure and ensuring consistent communication throughout the feedback cycle.
- Have a clear understanding of Technology Help Desk Support procedures, and escalation best practices, preparing detailed incident analyses and coordinating with internal teams or vendor as needed.
- Assist the BDMC Team (Business and Technical) on special projects, initiatives and key deliverables to support the Firm’s strategic objectives as outlined in the portfolios’ roadmap.
- Act as a liaison between Global Technology Help Desk, On-site Support teams, and other cross-functional groups to ensure coordinated responses and project alignment.
- Collaborate with Product Managers, QA teams and vendors to develop testing plans and execute integration and UAT testing to Firm standards.
- Ensures timely planning for any submission of Request for Change (RFC) to the Technical Change Management Team complying with the Firm’s ITSM process.
- Collaborate with the Security Team during security assessments, including completing security forms for solution onboarding or recertification.
- Document product updates, new features, enhancements, known fixes and troubleshooting tips within the BDMC Team’s channels
- Collaborate with internal teams to create or update training materials, knowledge base articles, Support Plans, and other portfolio documentation.
- Maintain ongoing communications with BDMC support members regarding the status of issues, ensuring coordinated and effective resolution.
- Assist in testing new system features end-to-end, document findings, and provide recommendations for product and process improvements. Work closely with Product Managers to ensure they understand the new capabilities and can clearly communicate them to the business.
- Assess BDMC custom report requests from user community and determine feasibility of reports.
- Generate analytical reports for Technology Leadership, providing insights and trends for decision-making.
- Gather business requirements, propose solution designs, draft use-cases, and define testing strategies.
- Identifies gaps in current processes and proactively proposes solutions.
- Coordinate with vendors on escalation and roadmap alignment.
- Collaborate with Business Teams and other supporting Teams on special projects as assigned related to BDMC Portfolio.

Skills, qualifications, and experience:

- Bachelor’s degree in computer science or related field.
- At least 2-3 years of business analysis or functional support experience
- Experience working in a legal environment preferred, but not mandatory.
- Strong analytical and problem-solving skills
- Excellent communication skills, both written and verbal.
- Excellent interpersonal skills.
- Strong commitment to outstanding customer service
- Organized, exceptional work ethic, personal and professional integrity
- Demonstrate flexibility and willingness to work outside standard hours, including shift work, participation in a light on-call rotation as needed, and occasional weekend work to ensure successful project delivery or system maintenance as necessary.

Technical Skills:

- Proficient in Windows Systems, M365 suite, familiarity with Copilot Studio, Cloud infrastructure, basic knowledge of SQL Enterprise Manager and Query Analyzer & Reporting tools such as MS-SQL Reporting Services.
- Experience in Integration Builder and Power BI is a plus but not required.

Reports to: Manager or Senior Manager, BDMC Solutions

Position Type: Centre Services

Development Framework: Specialist

Baker McKenzie empowers clients to compete in the global economy. We provide comprehensive and practical legal advice that cuts through complexity with clear, actionable guidance. Our people represent diverse cultures and jurisdictions, combining local know-how with international expertise to ensure your business thrives across borders .

Baker McKenzie is an Equal Opportunity Employer. We are committed to promoting diversity and inclusion for all. Our unique international culture is reflected in the drawing together of a worldwide family of individuals from diverse cultures and backgrounds in all of our offices. We encourage the best people - regardless of race, religion or belief if any, gender, gender identity, disability, sexual orientation or age - to fulfill their professional aspirations with us. We are committed to ensuring an inclusive and accessible experience for all candidates.