Workplace Experience Systems Analyst

Careers; Los Angeles (CA); Hybrid; USD 75,000 - 90,000; Full time

Benefits offered by this job

Healthcare, life and disability保险

401k plan

11 holidays + 23 days PTO first year

Well-being programs

Professional development

Job summary

Latham & Watkins is seeking a Workplace Experience Systems Analyst to support WE Systems Technology, Knowledge, Training, and Reporting platforms. Hybrid work with in-office presence in New York or Downtown Los Angeles, focusing on AI improvements and enterprise tooling.

The role requires 3+ years in computer-based customer support, 2+ years in ServiceNow, and experience with AI prompts; strong communication and training skills are essential.

Qualifications

• 3+ years of computer-based customer support experience.
• 2+ years of hands-on experience working within ServiceNow.
• Experience in technology support, documenting processes and technical requirements.
• Experience working with AI agents and creating complex prompts.

Responsibilities

• Identify opportunities for new AI technologies and work with WE Systems on ML and predictive analytics.
• Maintain, track, and improve multiple applications, systems, and services.
• Provide system access, troubleshoot issues, and participate in QA testing and monitoring.
• Create and publish workflows, reports, presentations, meeting minutes, and schedules.
• Clarify client requests to deliver desired results, safeguarding sensitive information.

Skills

AI agents & prompts

Customer support

Communication

Education

Bachelor's degree in CS/IS

Tools

ServiceNow

Microsoft Office 365

Adobe Illustrator

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

• 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

We’d love to hear from you if you:

• 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

And have:

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

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.

Pay Range

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