Workplace Experience Systems Analyst

Latham & Watkins LLP; Lancaster (CA); Hybrid; USD 75,000 - 90,000; Full time

Benefits offered by this job

Healthcare

401k plan

At least 11 paid holidays per year

PTO accrues 23 days in first year

Job summary

Latham & Watkins LLP is seeking a Workplace Experience Knowledge Management Analyst to advance KM systems and assets, located in New York or Los Angeles with hybrid work options.

The role focuses on designing and maintaining KM content, intranet repositories, and knowledge bases, partnering with SMEs, and ensuring content clarity and consistency across the firm.

Qualifications

• Minimum of three years of knowledge management experience, including managing ServiceNow knowledge bases.
• Minimum of three years of computer-based customer support experience.

Responsibilities

• Understand client requests and deliver results by clarifying needs.
• Assist design and maintenance of the Workplace Experience Intranet and document repositories.
• Gather information from SMEs and ensure clear, consistent content.
• Create and update learning materials, standards, and workflow documents.
• Coordinate timely responses to knowledge submissions: articles, revisions, feedback.
• Protect confidential and proprietary information.

Skills

ServiceNow

SharePoint

HTML

iManage

KM tools

Microsoft Office

Education

High school diploma

Job description

About Latham & Watkins

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.

About the Role

The Workplace Experience Knowledge Management Analyst is an integral part of Latham’s Workplace Experience ("WE") team. This role will be responsible for playing a crucial role in the strategic development and technical enhancement of the organization's Knowledge Management ("KM") systems and assets, while leading the development and maintenance of the Workplace Experience Knowledge Bases. This role will be located in either our New York office or Global Services Office in Downtown Los Angeles. Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in-office presence.

Responsibilities & Qualifications

Other key responsibilities include:

• Understanding internal and external clients’ requests and maintaining the skills, knowledge, and know-how to clarify requests in order to deliver desired results
• Assisting with the design and maintenance of the Workplace Experience Intranet and Website document repositories
• Gathering information provided by SMEs, ensuring that published content is clearly articulated and easy to follow and is consistent with the firm’s standard style and format
• Creating, curating, and updating learning materials, standards, and workflow documents that support business processes and WE Systems initiatives
• Coordinating efforts to ensure timely response to and handling of Knowledge submissions, including new articles, revisions, and feedback
• Protecting and maintaining any highly sensitive, confidential, privileged, financial, and/or proprietary information that Latham & Watkins retains

We’d love to hear from you if you:

• Exhibit in-depth knowledge of ServiceNow, SharePoint, HTML, iManage, and other KM and web development tools
• Possess strong knowledge of Microsoft Office applications
• Demonstrate the ability to learn quickly and adapt to new customizations and new software as the firm rolls it out

And have:

• A high school diploma or equivalent
• A minimum of three (3) years of experience in knowledge management, with significant expertise in managing ServiceNow knowledge bases
• A minimum of three (3) years of computer-based customer support experience

Benefits & Additional Information

Successful candidates will not only be provided with an outstanding career opportunity and welcoming environment, but will also be provided with a generous total compensation package with bonuses awarded in recognition of both individual and firm performance. Eligible employees can participate in Latham’s comprehensive benefit program which includes:

• Healthcare, life and disability insurance
• A generous 401k plan
• At least 11 paid holidays per year, and a 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

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).

Pay Range

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