Location
Canary Wharf, London

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

Salary
Negotiable

About the Role
The Enterprise Service Management team at Clifford Chance is driving the implementation of ServiceNow as the firm's ESM solution to standardise processes and enhance efficiency through AI, agents, and automation. This role focuses on collaborating closely with Global HR and HR Application Management to digitise service delivery on CCNow, the firm's unified digital front door for employees. Responsibilities include supporting employee self-service, AI-assisted query handling via NowAssist, and structured case management. Beyond the initial HR implementation, the role involves ongoing support, process mining, and continuous service improvement to enhance colleague experience.

Key responsibilities include:
- Partnering with HR to review and redesign workflows to maximise digitisation benefits.
- Scoping and delivering ServiceNow capabilities supporting HR service delivery such as self-service catalogue items, case management workflows, and knowledge management.
- Supporting the development and adoption of CCNow portal, virtual agent, and mobile app to improve employee experience and reduce avoidable support contacts.
- Maintaining the firm's service catalogue with clear definitions, ownership, SLAs, and fulfilment workflows aligned to HR procedures.
- Configuring NowAssist to surface frequently needed knowledge and operational content, extending its capabilities toward proactive, agentic handling of routine requests.
- Identifying integration and automation opportunities to remove inefficiencies using Integration Hub, automated triggers, and AI-assisted routing.
- Leveraging ServiceNow and PowerBI for data-driven insights to facilitate targeted interventions and demonstrate continuous service improvement.
- Developing scalable user sentiment mechanisms to capture employee feedback and drive service enhancements.
- Facilitating ongoing service management and continuous improvement with documented cost savings and service enhancements.
- Collaborating effectively across the firm's global delivery model, including teams in Delhi, Warsaw, and external partners, ensuring 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 alongside 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 and redesign business processes and translate them into ServiceNow workflows.
- Experience partnering with non-technical business functions as a trusted advisor, building relationships and earning confidence before proposing solutions.
- Proven ability to work 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, comfortable engaging with HR directors and operational leads.
- Excellent organisational and project management skills, able to prioritise across multiple functions to meet deadlines.
- Service excellence mindset with professionalism, flexibility, and focus on continuous improvement.
- Commercial acumen to exercise judgement on investments with focus on ROI and realising efficiencies.

About you
- Client-focused with a keen interest in understanding stakeholder priorities.
- Self-starter and team player, ready to contribute to overall success.
- Strong listener who understands, questions, and delivers.
- Reliable, responsive, and motivated by client satisfaction.
- Able to work effectively in a diverse, inclusive, and international environment.

Qualifications
- Relevant experience with ServiceNow and Enterprise Service Management platforms.
- Familiarity with AI, automation, and digital transformation initiatives.
- Experience in business analysis, requirements gathering, and user acceptance testing.
- No specific formal qualifications mandated, but a professional approach and continuous learning mindset are essential.