IT & Business Process Optimization Specialist

About Us

We are a leading personal injury law firm located in Vaughan, Ontario, dedicated to helping injured clients rebuild their lives. With a team of approximately 50 professionals—including lawyers, clerks, and administrative staff—we pride ourselves on our compassionate service, attention to detail, and innovative approach to legal operations.

Position Overview

The IT & Business Process Optimization Specialist plays a dual role within the firm: providing hands-on support for the firm's day-to-day technology needs, and leading continuous improvement efforts to enhance efficiency, security, and performance across systems and workflows.

This role serves as the on-site point person for all physical and hardware-related technology needs while acting as a liaison between our internal team and our off-site IT provider. The ideal candidate combines strong technical skills with a strategic mindset—capable of troubleshooting immediate issues while also identifying opportunities to optimize how our firm works through technology, automation, and process design.

Key Responsibilities

1. IT Support & Maintenance

• Serve as the on-site technical support resource for all staff, handling day-to-day IT issues including computers, printers, phones, internet connectivity, routers, and office wiring.
• Set up, configure, and maintain workstations, hardware, and peripheral devices for new and existing staff.
• Ensure network reliability and coordinate with vendors for upgrades, outages, and repairs.
• Manage office technology inventory and lifecycle (e.g., laptops, monitors, headsets, accessories).
• Support meeting room setups, including video conferencing tools and shared screens.

2. Vendor Coordination & Relationship Management

• Act as the key liaison between the firm and the off-site IT service provider to ensure timely resolution of tickets, clear communication, and minimal disruption to daily operations.
• Track recurring issues and work collaboratively with vendors to improve response times and root cause resolution.
• Oversee technology contracts, renewals, and vendor deliverables where applicable.

3. Business Process Optimization

• Legal & Process Analysis: Analyze existing workflows and identify opportunities to streamline operations through technology, automation, and improved process design.
• Process Design and Technological Implementation: Evaluate and recommend software tools, AI integrations, and workflow enhancements that support legal operations, client communication, and document management.
• Stakeholder Collaboration: Collaborate with legal and administrative teams to map out pain points, test process improvements, and document standard operating procedures (SOPs).
• Training & Support: Support implementation and adoption of new systems or upgrades by training staff and developing user guides.

4. Research, AI & Innovation

• Stay informed on emerging trends in legal technology, AI applications, and productivity tools.
• Conduct market research on new technologies and prepare business cases or recommendations for adoption.
• Pilot and test AI-driven tools for document analysis, time tracking, or automation within programs such as Filevine, Time Matters, PC Law, Citrix, PrimaFact, Microsoft 365, and Alexi.
• Collaborate with leadership to align technology initiatives with the firm's strategic goals.

Qualifications

• Post-secondary education in Information Technology, Computer Science, or a related field.
• 3–5 years of experience in an IT support, systems administration, or business process improvement role.
• Previous work experience in a law firm, legal setting, with a focus on Personal Injury considered an asset.
• Proven ability to troubleshoot and resolve hardware, network, and connectivity issues.
• Familiarity with legal practice management or document management systems (e.g., FileVine, Time Matters, PrimaFact) an asset.
• Strong understanding of Microsoft 365, including Teams, SharePoint, Power Automate, and Excel.
• Excellent communication and interpersonal skills; able to translate technical language into user-friendly guidance.
• Experience managing vendor relationships or coordinating external IT service providers.
• Interest and knowledge in AI tools, automation, and process optimization.

Job Types: Full-time, Permanent

Pay: $90,000.00-$110,000.00 per year

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• On-site parking
• Paid time off
• Vision care

Work Location: In person