Location
Canary Wharf, London

Hours
Hybrid working with a balanced approach; expectation to work from the office at least 50% of the time, subject to business needs.

Salary
Negotiable

About the Role
The Enterprise Service Management team at Clifford Chance collaborates with business functions across the firm to leverage best practices, shared services, and technology platforms. We are implementing ServiceNow as our Enterprise Service Management (ESM) solution to standardise processes and drive efficiency through AI, agents, and automation. CCNow, the firm's digital front door for employees, integrates a unified portal, virtual agent, and mobile experience across all business functions.

This role works closely with Global HR and HR Application Management to digitise service delivery on CCNow, including employee self-service, AI-assisted query handling via NowAssist, and structured case management. Beyond the initial HR implementation, the role provides ongoing support, identifies new opportunities, and uses process mining to continuously improve colleague services.

Key responsibilities include:
- Partnering with HR to review and redesign workflows to maximise digitisation benefits, focusing on AI, automation, and agentic handling to reduce effort and increase efficiency.
- Scoping and delivering ServiceNow capabilities supporting HR service delivery such as self-service catalogue items, case management workflows, and knowledge management.
- Supporting HR in requirements gathering, UAT management, and ensuring solutions align with HR operational needs.
- Driving adoption and development of CCNow as the unified digital front door, enhancing employee experience and reducing avoidable support contacts.
- Maintaining the firm's service catalogue with clear definitions, ownership, SLAs, and workflows aligned to HR procedures.
- Configuring NowAssist to surface frequently needed knowledge and operational content, extending its capabilities towards proactive, agentic handling of routine requests.
- Identifying integration and automation opportunities to eliminate manual steps using Integration Hub, automated triggers, and AI-assisted routing.
- Leveraging ServiceNow and PowerBI for data-driven insights, capturing SLA and experience metrics to support continuous service improvement.
- Developing scalable user sentiment mechanisms to capture employee feedback and drive service enhancements.
- Facilitating continuous improvement by identifying inefficiencies and delivering documented cost savings and service enhancements.
- Collaborating effectively across the firm's global delivery model, including teams in Delhi, Warsaw, and the Microland outsource partnership, ensuring a global-first mindset in initiatives.

Experience
- Proven experience delivering ServiceNow applications supporting HR or employee service delivery, including self-service portals, case management, and knowledge bases. Experience integrating 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.
- Strong 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 leading requirements gathering, writing user stories, and supporting UAT through to sign-off.
- Proven track record of moving teams from manual, email-based processes to structured, self-service delivery models.
- Skilled in partnering with non-technical business functions as a trusted advisor, building relationships and earning confidence of functional directors and operational leads.
- Experience working across global teams and diverse business functions (HR, Finance, Legal, Facilities), with awareness of cultural and time-zone considerations.
- Strong stakeholder management and communication skills, particularly engaging HR directors and operational leads.
- Excellent organisational and project management skills, able to prioritise across multiple functions to meet deadlines.
- Commercial acumen with the ability to assess investments focusing on return and efficiency gains.
- Professionalism, flexibility, and a service excellence mindset focused on continuous improvement.

About you
You are a motivated, client-focused professional who thrives on exceeding expectations. You listen carefully, understand stakeholder priorities, and deliver solutions that resonate with business audiences. You are a self-starter and a team player, ready to contribute to overall success. You demonstrate reliability, responsiveness, and a commitment to a "client first" environment.

Qualifications
Relevant experience with ServiceNow and HR service delivery platforms is essential. Formal qualifications are not specified but a strong background in ESM, digital transformation, AI, automation, and business process redesign is required.