Paulo Cossuol
Legal Products Analyst @Travers Smith
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WORK HISTORY
Legal Products Analyst @Travers Smith
London, GB
Providing 3rd line support and maintenance firmwide to all legal solutions, including a variety of off the shelf and Bespoke applications. With a focus on Document Management Systems (iManage and NetDocuments) products and other integrated applications.• Conduct deep dive technical analysis to resolve system problems, ensuring procedures and processes are followed for system changes.• Monitor applications to ensure performance, stability and functionality is as expected across the firm’s app portfolio.• Engage with stakeholders to ensure the smooth transition of services to production.• Act as the subject matter expert when working with vendors, Service Desk, and service providers, while maintaining close communication with users.• Provide recommendations and plans for continual service improvement and optimisations based on user and security requirements.• Member of the migration team for the Document Management System from NetDocuments to iManage.• Leading project implementation of new software and upgrades, working closely with various teams both internally and externally to ensure a high-quality testing and project milestones are met.• Identifying support request trends, identify solutions, and ensure these are shared with the wider team and escalating to and liaising with external consultants/vendors/partners as required.• Recognising and implementing process automation.
EDUCATION
Honorio Fraga
High School
Service Desk Institute
SDI Analyst
SKILLS
ABOUT PAULO COSSUOL
I’m passionate about solving real-world problems with modern technology. With over 15 years of experience as a Business IT Support and Products Analyst across the Legal, Finance, and Retail sectors, I thrive at the intersection of customer service, business support, and innovative tech solutions.Throughout my career, I’ve led and supported substantial business-critical projects. Every day brings new opportunities to learn, collaborate, and make a meaningful impact—and I consider that a privilege.What I’ve Learned About Myself- I put the customer at the heart of everything I do- I bring big ideas to life, even within tight constraints- Even when I can’t fix a problem, I can always listen and support- I’m driven to grow—personally and professionally- I stay calm under pressure and value diverse perspectives- I trust my instincts but always seek data to guide decisions.I’m always eager to connect with others who are passionate about emerging technologies, continuous improvement, and making a positive difference.Key words for bots (humans might find them quite useful too): Document Management, Information Technology Consultant, Legal Technology Analyst, iManage Cloud Support, Desktop Support Engineer, Deployment Engineer, IT Support Analyst, Jylo, Technical Support Analyst, Technical Support Engineer, Second Line Support Analyst, Desktop Support Technician, NetDocuments, Service Desk Engineer, Applications Analyst, Technical Desktop Support, Support Specialist, Windows 10 Deployment, iManage Threat Manager, Deployment Engineer, Windows Desktop Rollout Engineer, Windows 10 Support, Project Support Engineer, Application Analyst, End User Computing Analyst, Help Desk Analyst, User Experience, Senior Service Desk Analyst, Customer Experience, Problem Analysis and Resolution, ITIL Certification, System Center Configuration Manager (SCCM), Director of Information Technology, Hardware troubleshooting and Support, Microsoft Products, Microsoft Office, Office 365, Legal, Financial Markets, Finance, Retail.
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