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About the Role

The Enterprise Service Management team is implementing ServiceNow to standardize processes and drive efficiency through AI, agents, and automation. This role will digitize service delivery on CCNow, our digital front door for employees, focusing on HR functions. It involves collaborating with HR to implement self-service, AI-assisted query handling, and case management, with ongoing support and continuous improvement.

Responsibilities

Partner with HR to review and redesign processes to maximize the benefits of digitizing workflow, identifying where AI, automation, and agentic handling can eliminate steps and reduce effort.
Scope and deliver ServiceNow capabilities supporting HR service delivery, including self-service catalogue items, case management workflows, and knowledge management.
Support HR in gathering requirements, managing UAT, and ensuring built solutions align with HR operational needs.
Support the development and adoption of CCNow as the firm's unified digital front door, bringing services into the portal, virtual agent, and mobile app.
Support the development and maintenance of the firm's service catalogue using a structured model.
Help capture necessary knowledge and operational content and configure NowAssist to surface it through self-service channels.
Identify opportunities to extend NowAssist beyond simple deflection toward proactive, agentic handling of routine requests.
Seek opportunities to remove inefficiencies by connecting systems and automating handoffs between them.
Leverage ServiceNow and PowerBI for data-driven insights to facilitate targeted interventions and demonstrate continuous service improvement.
Develop a structured, scalable user sentiment mechanism to capture employee feedback and drive service improvement.
Facilitate ongoing management of services, identifying inefficiencies and driving systematic improvements to operational performance.
Work effectively across the firm's global delivery model, collaborating with operational hub teams and outsource partners.

Requirements

Experience delivering ServiceNow applications for HR or employee service delivery, including self-service portals, case management, and knowledge bases.
Experience deploying AI-assisted capabilities within ServiceNow or similar platforms, including virtual agent configuration, automated workflow, and agentic task handling.
Understanding of Enterprise Service Management principles and how enterprise service catalogues are structured.
Experience supporting digital transformation initiatives where AI, automation, and platform-driven workflow are central.
Demonstrated ability to map and redesign business processes and translate them into ServiceNow workflow applications.
Comfortable leading requirements gathering, writing user stories, and supporting UAT through to sign-off.
Demonstrated ability to work alongside non-technical business functions as a trusted partner.
Proven experience working across global teams and diverse business functions.
Strong communication skills and expertise in dealing with people across different business functions.
Excellent organizational skills and ability to prioritize work across multiple business functions.
Professionalism and flexibility to take on added responsibilities.
Focus on service-centric delivery and continuous improvement.
Able to exercise judgment over investments with a focus on return on investment and realizing efficiencies.

Skills

ServiceNow
HR Service Delivery
Workday (desirable)
AI
Automation
NowAssist
Virtual Agent
Workflow
Enterprise Service Management (ESM)
Service Catalogue
Digital Transformation
Business Analysis
User Stories
User Acceptance Testing (UAT)
Stakeholder Management
Project Management
PowerBI

Location

Global

Work Type

Hybrid

Experience Level

Mid-level

Benefits

Financial benefits
Wellbeing benefits
Lifestyle benefits
Family friendly benefits

About the Company

One of the largest international law firms globally with over 30 offices.
Strives to exceed client expectations with high-quality advice and legal insight.
Combines global standards with in-depth local expertise.
Offers a truly international perspective across jurisdictions, cultures, and languages.
Fosters an inclusive, friendly, and team-based approach to work.
Focuses on targeted growth led by client needs.
Serves clients in commercial and industrial sectors, the financial investor community, governments, regulators, trade bodies, and not-for-profit organisations.
Provides a world-class service driven by an entrepreneurial spirit and conscientious approach.
A place where bright minds and the best colleagues meet.

Equal Opportunity

Committed to treating all employees and applicants fairly and equally regardless of gender, gender identity and expression, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age.
This applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment.
Has a variety of flourishing employee networks for colleagues to share experiences and advocate for change.
Goal is to deliver an equality of opportunity, an equality of aspiration and an equality of experience to everyone who works in the firm.