Workplace Experience Systems Analyst

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

Benefits offered by this job

Healthcare

401k

Paid holidays

PTO 23 days first year

Well-being programs

Professional development

Employee discounts

Job summary

Latham & Watkins is seeking a Workplace Experience Systems Analyst to support WE Systems Technology, Knowledge, Training, and Reporting platforms. The role involves deploying AI enhancements, collaborating with cross-functional teams, and improving user experience.

The position can be based in New York or Los Angeles with a hybrid in-office schedule. The ideal candidate has a bachelor’s degree in CS or IS, 3+ years in tech support, 2+ years with ServiceNow, and experience in AI prompts.

Qualifications

• Bachelor's degree or equivalent in computer science or information systems.
• Minimum 3 years of computer-based customer support experience.
• Minimum 2 years of hands-on experience working within ServiceNow or a comparable enterprise ticketing platform.
• Experience with AI agents and creating complex prompts.

Responsibilities

• Identify opportunities for new AI technologies and collaborate on ML and analytics improvements.
• Maintain and improve multiple applications, systems, and services supported by WE Systems and partners.
• Provide system access, troubleshoot issues, and participate in QA testing and monitoring programs.
• Create, draft, and publish workflows, reports, and project schedules.

Skills

AI concepts

ServiceNow

Customer support

Training & resources

Education

Bachelor's degree in Computer Science or Information Systems

Tools

Adobe Illustrator

Microsoft Office 365

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.

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.