Matter & Workflow Coordinator

The Matter & Workflow Coordinator supports Project Teams by coordinating client and matter requests throughout their lifecycle.

The role monitors intake channels, evaluates and routes requests, creates and maintains Jira tickets, coordinates with operational teams, tracks status and deadlines, and escalates matters requiring Project Manager or leadership review.

This Client Services role requires attention to detail, clear communication, sound judgment, and the ability to manage time-sensitive work across multiple teams.

Hybrid or Remote will be considered.

RESPONSIBILITIES

• Intake Management and Request Triage
• Monitor designated project inboxes, shared mailboxes, Jira queues, Teams channels, and other approved intake sources for incoming client and internal requests.
• Review, triage, and prioritize incoming requests based on matter context, urgency, deadlines, client impact, required action, and established routing procedures.
• Identify incomplete, unclear, duplicative, misdirected, or non-standard requests and route them appropriately.
• Distinguish routine administrative requests from matters requiring Project Manager review, client-service judgment, escalation, or substantive response.
• Maintain awareness of active request volume, aging items, blocked work, and upcoming deadlines.
• Escalate urgent, ambiguous, high-risk, or client-sensitive requests to the assigned Project Manager, Associate Director, or appropriate operational lead.
• Jira Ticket Creation and Administration
• Create and maintain clear, actionable Jira tickets that include client and matter identifiers, request details, priority, due dates, attachments, dependencies, routing notes, and relevant background.
• Assign or route tickets to the appropriate operational queue or internal team, including Processing, Hosting, Productions, Support, Data Operations, ESI, or other designated groups.
• Maintain ticket status throughout the request lifecycle, including updates to ownership, next steps, due dates, blockers, and completion status.
• Monitor Jira queues and dashboards to identify aging tickets, stalled work, overdue items, missing information, and escalation needs.
• Support ticket hygiene by ensuring records are consistently formatted, properly categorized, and updated in accordance with internal standards.
• Assist with closing tickets once work is completed and appropriate documentation or resolution notes have been added.
• Workflow Coordination and Status Tracking
• Coordinate request flow between Project Teams and internal operational teams to support timely execution of client and matter work.
• Track requests from intake through assignment, execution, completion, and closure.
• Follow up with internal teams on pending tasks, upcoming deadlines, blocked work, and status updates.
• Maintain trackers, dashboards, logs, and other project administration tools used to monitor open work and request status.
• Provide concise status updates to Project Managers and Client Services leadership regarding new, active, blocked, aging, or completed requests.
• Support handoffs between team members, shifts, regions, or functional teams by documenting current status, owners, dependencies, and next steps.
• Help ensure operational teams have the information needed to act on requests without unnecessary clarification cycles.
• Coordinate routine administrative activities related to project workflows, including documentation updates, task tracking, and follow-up reminders.
• Client and Internal Communication Support
• Respond to routine, administrative, and non-substantive communications using approved standards, including acknowledgments, receipt confirmations, status updates, and requests for missing information.
• Maintain a professional, concise, client-service-oriented tone in all written communications.
• Escalate substantive client questions, scope changes, delivery commitments, complaints, legal strategy questions, pricing or budget issues, and risk-related communications to the assigned Project Manager.
• Ensure relevant communications are documented in Jira or other designated tracking systems as appropriate.
• Support Project Teams by summarizing request status, pending information, and follow-up needs.
• Escalation and Issue Management
• Help maintain clear documentation of issues, status, and next steps.
• Identify and elevate urgent, high-risk, client-sensitive, blocked, or non-standard requests, and track escalated items until they are resolved or reassigned.
• Flag recurring issues, workflow gaps, routing problems, or ticket-quality concerns to Client Services leadership.
• Process Improvement and Administrative Support
• Assist in maintaining standard intake procedures, Jira practices, routing rules, templates, trackers, and workflow documentation.
• Identify recurring request patterns, missing information trends, bottlenecks, or areas where process consistency can be improved.
• Support reporting related to request volume, ticket status, response timeliness, queue aging, routing accuracy, and workflow performance.
• Participate in process improvement efforts related to intake management, Jira hygiene, status tracking, and cross-team coordination.
• Help standardize how routine requests are captured, categorized, routed, and documented.
• Perform other project coordination, administrative, and Client Services support duties as assigned.

QUALIFICATIONS (KNOWLEDGE, SKILLS, AND EXPERIENCE)

• Bachelor’s degree or equivalent combination of education, training, and relevant experience.
• 0–3 years of experience in project coordination, client services, legal support, operations support, professional services, administrative workflow support, help desk support, or a related environment.
• Strong written and verbal communication skills.
• Strong organization, attention to detail, and judgment, with the ability to manage competing deadlines, translate requests into structured tasks, and determine when escalation is required.
• Ability to work in a fast-paced, deadline-driven, client-service-oriented environment.
• Proficiency with Microsoft Outlook, Word, Excel, Teams, and related Microsoft Office applications.
• Comfort learning and working within ticketing systems, workflow tools, dashboards, trackers, and shared inboxes.
• Professional demeanor, discretion, and ability to handle confidential client and matter information.
• Collaborative working style and ability to coordinate across Project Teams, Client Services, and operational departments.

Preferred Qualifications

• Experience in e Discovery, litigation support, legal technology, managed services, or professional services, with familiarity using Jira or similar workflow tools and supporting shared inboxes, operational queues, trackers, or dashboards.
• Exposure to Relativity, Relativity One, Reveal, DISCO, Everlaw, Nuix, Microsoft Purview e Discovery, or similar e Discovery platforms.
• Understanding of common e Discovery workflows, including data intake, processing, hosting, review support, productions, user access, and matter administration.
• Prior experience supporting client-facing teams or coordinating work across multiple internal departments.
• Familiarity with service-level expectations, prioritization practices, and escalation procedures.

Core Competencies

• Demonstrates client service, sound request-management judgment, attention to detail, clear communication, prioritization, follow-through, collaboration, workflow discipline, and appropriate handling of confidential information.

Working Relationships

Works Closely with Project Managers, Client Services team members, and operational teams supporting processing, hosting, productions, data operations, ESI, technical support, and other client and matter workflows.

Client Interaction

This role may communicate with clients on routine, administrative, and non-substantive matters, such as acknowledgments, receipt confirmations, administrative follow-ups, or requests for missing non-substantive information.

Substantive client communications, scope decisions, delivery commitments, legal strategy questions, pricing issues, and escalations remain the responsibility of the assigned Project Manager or appropriate Client Services leader.

Scope of Authority

The role may independently manage routine intake, ticketing, routing, tracking, administrative communications, and workflow documentation.

Legal advice, scope changes, pricing or budget commitments, delivery commitments, production decisions, client escalations, and substantive project strategy must be referred to the assigned Project Manager or appropriate Client Services or operational leader.

Success Measures

Success is measured by timely and accurate request evaluation and routing, complete Jira documentation, visibility of urgent or blocked work, appropriate escalation, clear status tracking, professional communication, effective cross-team coordination, and consistent adherence to established procedures.

Success does not require independent ownership of substantive client decisions, scope, pricing, or delivery commitments.

PHYSICAL REQUIREMENTS

• Repetitive movement of hands and fingers for typing and writing.
• Close visual acuity for viewing a computer terminal and extensive reading.
• Occasional standing and walking.

The duties and responsibilities described are not a comprehensive list.

Additional tasks may be assigned to the employee from time to time, and the scope of the job may change as necessitated by business demands.

Position Type

Temporary (One-Year Assignment)

Compensation

$25.00 - $30.00 per hour, depending on experience and qualifications.

#J-18808-Ljbffr