ServiceNow ESM Lead: HR, AI & Automation

Clifford Chance LLP; Greater London; In loco; GBP 70.000 - 110.000; Tempo pieno

Descrizione del lavoro

Clifford Chance LLP is implementing ServiceNow as the HR service delivery platform and digitising employee services across HR and other functions. The role focuses on configuring HR self-service, case management, and knowledge bases, while leveraging AI-assisted routing and proactive support to improve the employee experience.

You will collaborate with HR, IT and global teams to standardise workflows, deliver a unified digital front door, and continually optimise service delivery with data

Competenze

• Experience delivering ServiceNow applications that support HR or employee service delivery, including self-service portals, case management and knowledge bases.
• Ability to design and implement AI-assisted workflows and agentic handling to replace manual processes.
• Knowledge of Enterprise Service Management and service catalogues across multiple functions.
• Ability to map and redesign business processes and support UAT from requirements to sign-off.

Mansioni

• Partner with HR to review and redesign processes to maximise digitising workflow.
• Scope and deliver ServiceNow capabilities for HR service delivery including self-service and case management.
• Develop and adopt CCNow as the firm's digital front door and improve employee experience.
• Maintain and evolve the firm's service catalogue with clear definitions, ownership, and SLAs.
• Capture knowledge and enable NowAssist to provide self-service support and proactive handling.
• Identify opportunities to automate handoffs between systems and reduce manual steps.
• Leverage ServiceNow and PowerBI for data-driven insights and improvement.
• Develop a scalable user sentiment mechanism to feedback into service improvements.
• Drive continuous improvement with global delivery awareness and cross-team collaboration.

Conoscenze

AI & Automation

Workflow Analysis

Stakeholder Management

Project Management

Commercial Acumen

Business Partnering

Service Excellence

ESM & Service Catalogue

Strumenti

ServiceNow

NowAssist

PowerBI

Descrizione del lavoro

Clifford Chance LLP is implementing ServiceNow as the HR service delivery platform and digitising employee services across HR and other functions. The role focuses on configuring HR self-service, case management, and knowledge bases, while leveraging AI-assisted routing and proactive support to improve the employee experience.

You will collaborate with HR, IT and global teams to standardise workflows, deliver a unified digital front door, and continually optimise service delivery with data