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Staff Legal Applications Analyst



IT, Legal
Posted on Friday, March 22, 2024

See yourself at Twilio

Join the team as our next as a Staff Legal Applications Analyst

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

As a Senior Legal Applications Analyst, you will be responsible for managing and resolving all system related issues. Working with current team members to provide daily support and delivering enhancements across the legal application landscape. There are a number of applications including (but not limited to) the following:

  • ONIT (Legal Matter Management);
  • Agiloft (Contract Lifecycle Management);
  • Persuit (RFP Tool);
  • Docusign (esignature);
  • Kodex ; and
  • Symphony (IP Portfolio Management).

Your role will involve analyzing legal processes, designing workflows, implementing and customizing ONIT solutions, and providing strategic insights to improve efficiency and compliance.


In this role, you’ll:

  • Working with legal teams to provide end user support & customer services to provide daily support across the applications they use
  • Analyse business problems and requirements to propose technological solutions and oversee new enhancements using the current system landscape.
  • Serve as an expert in ONIT applications, specifically focusing on matter management modules and related functionalities
  • Oversee and manage legal matters using ONIT, including case intake, matter tracking, documentation, and reporting.
  • Supporting implementation, roll-out & adoption phases of transactional technologies, interacting internally with the business and working with vendors & coordinating complex projects
  • Troubleshooting & resolution of matter issues as these arise
  • Overview, co-ordinate & tracking project progress & workflow throughout the matter lifecycle
  • Provide timely and effective support to the Legal business team via Zoom, Slack, email, and other communication channels
  • Lead the configuration and customization of ONIT matter management modules to align with organizational needs and workflow
  • Create and maintain detailed documentation, including FAQs, troubleshooting guides, and best practices.
  • Analyze legal workflows and processes, identify areas for improvement, and propose technology based solutions to enhance efficiency and compliance.
  • Ensure the accuracy and integrity of legal data within ONIT matter management systems, implementing data governance best practices
  • Work in an AGILE manner as the team pivots to a SAFe working model with story intake, iteration planning and execution.


Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!


  • Bachelor’s degree in Legal Studies, Business, Information Technology, or related field. Advanced degree or ONIT certifications are a plus.
  • Minimum 3+ years experience in legal operations, matter management, or a similar role with a focus on ONIT applications or similar software
  • Proficiency in Legal applications, particularly matter management modules, configuration, and customization
  • Strong analytical skills with the ability to interpret complex legal data within Legal Matter Management systems
  • Excellent communication and interpersonal skills in English
  • Ability to troubleshoot technical issues and provide effective solutions
  • Detail-oriented with strong organizational skills
  • Teamwork-oriented with a strong focus on customer satisfaction
  • Comfortable to work across time zones – bulk of users in US region


  • Extensive experience with ONIT applications in a legal environment
  • Previous experience in a senior or lead analyst role within legal operations using ONIT applications or similar
  • Experience in a US client-facing support role
  • AGILE or SAFe experience


This role will be based in our Bogota, Colombia office.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at