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About the Role

The Workplace Experience Systems Analyst is an integral part of Latham’s Workplace Experience team, supporting WE Systems Technology, Knowledge, Training, and Reporting platforms. This role will collaborate with cross-functional teams to design, develop, and deploy AI enhancements to improve operational efficiency and user experience.

Responsibilities

• Identifying opportunities for new AI technologies and working with the WE Systems team on creating new, or improving existing, machine learning and predictive analytics within Workplace Experience
• Helping to maintain, track, and improve multiple applications, systems, technology tools, and services supported by the WE Systems team and its global partners
• Providing systems access to new users, troubleshooting issues and concerns, and participating in quality assurance testing and monitoring programs
• Creating, drafting, and publishing workflows, reports, presentations, meeting minutes, and project schedules
• Understanding internal and external clients’ requests and maintaining the skills, knowledge, and know-how to clarify requests in order to deliver desired results
• Protecting and maintaining any highly sensitive, confidential, privileged, financial, and/or proprietary information that Latham & Watkins retains

Requirements

• Possess knowledge of multiple technology applications with the ability to relay this knowledge through training and resource materials to other team members on a global scale
• Display strong knowledge of graphics programs, such as Adobe Illustrator, as well as Microsoft Office 365 applications
• Demonstrate excellent oral and written communications skills
• A minimum of three (3) years of computer-based customer support experience
• Minimum 2 years of hands-on experience working within ServiceNow or a comparable enterprise ticketing platform
• Previous experience as a technology support, help desk, or professional support assistant, preferably
• Experience in technology support, documenting processes, and technical requirements
• Experience working with AI agents and creating complex prompts

Skills

• AI technologies
• Machine learning
• Predictive analytics
• ServiceNow
• Graphics programs
• Adobe Illustrator
• Microsoft Office 365
• Oral and written communications
• Technology support
• Documenting processes
• Technical requirements
• AI agents
• Complex prompts

Location

• New York
• Global Services Office in Downtown Los Angeles

Work Type

• Hybrid
• In-office

Experience Level

• MidSenior
• 3 years of computer-based customer support experience
• 2 years of hands-on experience working within ServiceNow or a comparable enterprise ticketing platform

Education Level

• Bachelor’s degree or equivalent in computer science or information systems, preferably

Salary/Compensations

• USD $75,000.00 - USD $90,000.00 /Yr.

Benefits

• Healthcare, life and disability insurance
• A generous 401k plan
• At least 11 paid holidays per year
• PTO program that accrues 23 days during the first year of employment and grows with tenure
• Well-being programs (e.g. mental health services, mindfulness and resiliency, medical resources, well-being events, and more)
• Professional development programs
• Employee discounts
• Affinity groups, networks, and coalitions for lawyers and staff

About the Company

• Latham & Watkins is one of the world’s leading global law firms advising the businesses and institutions that drive the global economy.
• We are the market leaders in major financial and business centers around the world.
• Our investment in people, commitment to innovation, and focus on the future empower you to build an incredible career and thrive as an exceptional professional in a supportive culture.
• If you aspire to be the best, and work with the best, this is where you belong.

Equal Opportunity

• Latham & Watkins is an equal opportunity employer.
• The Firm prohibits discrimination against any employee or applicant for employment on the basis of race (including, but not limited to, hair texture and protective hairstyles), color, religion, sex, age, national origin, sexual orientation, gender identity, veteran status (including veterans of the Vietnam era), gender expression, marital status, or any other characteristic or condition protected by applicable statute.
• Latham & Watkins LLP will consider qualified applicants with criminal histories in a manner consistent with the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO).