Location
Canary Wharf, London

Hours
Full Time - Hybrid working with a minimum of 50% office presence

Salary
Negotiable

About the Role
The Enterprise Service Management team at Clifford Chance is partnering with business functions across the firm to implement best practices, shared services, and technology platforms. This role focuses on delivering ServiceNow as the firm's Enterprise Service Management (ESM) solution to standardise processes and enhance efficiency through AI, automation, and agent support.

Working closely with Global HR and HR Application Management, you will digitise HR service delivery on CCNow, the firm's unified digital front door for employees. This includes employee self-service, AI-assisted query handling via NowAssist, and structured case management. Beyond the initial HR implementation, you will provide ongoing support, identify new opportunities, and use process mining to continuously improve colleague services.

Key responsibilities include reviewing and redesigning workflows with HR to maximise digitisation benefits, configuring and delivering ServiceNow capabilities that support HR service delivery, and supporting the development and adoption of CCNow to improve employee experience. You will also maintain the firm's service catalogue, configure NowAssist for operational intelligence, seek automation and integration opportunities, leverage data insights for continuous improvement, and develop scalable user sentiment mechanisms.

The role requires collaboration across Clifford Chance’s global delivery model, including teams in Delhi, Warsaw, and external partners, ensuring initiatives are designed with a global-first mindset.

Experience
- Proven experience delivering ServiceNow applications supporting HR or employee service delivery, including self-service portals, case management, and knowledge bases. Experience with Workday is desirable.
- Practical experience deploying AI-assisted capabilities within ServiceNow or similar platforms, including NowAssist, virtual agent configuration, automated workflows, and agentic task handling.
- Understanding of Enterprise Service Management principles and service catalogue structuring across multiple business functions.
- Demonstrated ability to map, redesign business processes, and translate them into ServiceNow workflows.
- Experience partnering with non-technical business functions as a trusted advisor.
- Proven ability to work across global teams and diverse business functions, with awareness of cultural and time-zone considerations.
- Strong stakeholder management and communication skills, especially engaging with HR directors and operational leads.
- Excellent organisational and project management skills.
- Commercial acumen with a focus on return on investment and efficiency gains.

About you
- Client-focused with a keen interest in understanding stakeholder priorities.
- Self-starter and team player, ready to contribute to overall success.
- Reliable, responsive, and motivated by client satisfaction.
- Professional and flexible, with a service excellence mindset.
- Able to listen, build relationships, and earn confidence across business functions.

Qualifications
- Relevant experience in ServiceNow and Enterprise Service Management implementations.
- Strong understanding of AI, automation, and digital transformation in service delivery.
- No specific formal qualifications required but a positive attitude and willingness to learn are essential.