Senior Business Analyst - Service Now 18 Month FTC

Company Description

Summary

Clifford Chance is one of the world's leading law firms, helping clients achieve their goals by combining the highest global standards with local expertise. The firm has unrivalled scale and depth of legal resources across the three key markets of the Americas, Asia and Europe and focuses on the core areas of commercial activity: capital markets; corporate and M&A; finance and banking; real estate; tax; pensions and employment; litigation and dispute resolution. 

Alongside world-class legal careers, Clifford Chance offers excellent opportunities in the support functions that underpin its business operations. By joining us in business services, you will help us to innovate in the way we deliver our services and enable us to run a successful multinational business that never stands still. Business services are integral to the running of the firm and are critical to its success. 

Job Description

The Enterprise Service Management team are collaborating with all business functions to leverage best practice, shared services and technology platforms. We are implementing ServiceNow as our enterprise service management solution to standardise processes and drive efficiency across all areas.

Reporting to the Head of Service Design & Transition, this role offers the opportunity to drive enterprise-wide change and make a significant impact on how we deliver services across the firm.

Key Responsibilities

    •    Workflow & Process Review: Collaborating with, and supporting functions across the Firm, to review and help redesign processes to maximise the benefit of digitalising workflow and moving away from manual ways of working such as Outlook, delivering measurable efficiency gains and reduced processing times
•    Scoped Applications: Work with the functions and ServiceNow resources to gather requirements that support their workflow and allow the development of applications that deliver quantifiable business value and enhanced productivity. Support the functions in the testing, delivery and sign-off of these requirements.
•    Operational Intelligence: Helping functions identify the operational intelligence and knowledge they need to operate their services.  Work to capture that within ServiceNow and look to leverage AI tools to make that information readily available to teams and colleagues
•    Global Portal & Virtual Agent: Working with functional directors to drive activity towards the Virtual Agent and Global Portal to provide more efficient and readily available services across the organisation
•    Service Catalogue: Contributing to the work to map our internal services; maintaining & developing the service catalogue to ensure comprehensive service portfolio management across all business functions, with clear service definitions and performance metrics
•    Integrations: Seek opportunities to remove inefficiencies within our operating models by connecting systems to remove unnecessary steps & intervention.  Find opportunities to bring increased functionality to the virtual agent and global portal.
•    Digital Adoption: Identify options to deploy our digital adoption tools to ensure we are improving the user experience and maximising our return on investment in tools 
•    Data Insights: Collaborate with Business Services & Data teams to leverage ServiceNow analytics and reporting capabilities, enabling data-driven insights that facilitate targeted interventions and demonstrate continuous service improvement
•    User Sentiment & Feedback: Work with functions to develop a structured, scalable user sentiment mechanism that allows us to better capture the voice of the customer and respond to the experience shortfalls
•    Continuous Improvement: Working with all teams to facilitate ongoing management of services, identifying inefficiencies and driving systematic improvements to operational performance with documented cost savings and service enhancements

Qualifications

Your Experience

• ESM & Digital Transformation Experience: Understanding of Enterprise Service Management principles and experience supporting digital transformation initiatives, ideally in a partnership environment supporting senior directors across multiple business functions.
• ServiceNow Platform Knowledge: Experience with ServiceNow products & scoped apps.  Including understanding of service catalogues, workflow automation, and cross-functional service delivery.
• Cross-Functional Collaboration: Proven experience working with or managing relationships across global teams and diverse business functions (HR, Finance, Legal, Facilities), including familiarity with cultural and time-zone considerations in service delivery.
• Change Management & Process Digitalisation: Demonstrated ability to help teams transition from manual processes to digital service platforms, with intellectual curiosity and willingness to learn emerging ESM technologies.
• Technical Competence: High level of technical competence on Microsoft Office suite and ServiceNow platform, with willingness to learn other ESM tools and technologies.
• Service Excellence Mindset: Professionalism and flexibility to take on added responsibilities when required, with focus on service-centric delivery and continuous improvement.
• Organisational & Project Management: Excellent organisational skills and ability to prioritise work across multiple business functions to meet service delivery deadlines.
• Stakeholder Management: Strong communication skills and expertise in dealing with people across different business functions, facilitating ESM adoption and ServiceNow onboarding.
• Collaborative Leadership: Proven team player with ability to work on own initiative whilst supporting enterprise-wide service transformation.
• Commercial Acumen: Exercise judgement over investments with a focus on return on investment and how we can realise the efficiencies from the changes we've made.
• Training & Knowledge Transfer: Provide ESM training and knowledge transfer to teams across business functions, ensuring ServiceNow processes and ESM principles are adhered to effectively.

Additional Information

Additional Information

What we offer including our broad range of benefits and working environment

When you join Clifford Chance, you will have access to a broad range of benefits to support you across many aspects of your personal and professional life including financial, wellbeing, lifestyle, and family friendly benefits. For more information on what we offer specifically in the UK, please visit our What We Offer page on our career site. 

Equal Opportunities Statement

At Clifford Chance, we understand that our true asset is our people. Inclusion is good for our team and their families, our firm and society.

We are committed to treating all employees and applicants fairly and equally regardless of their 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.

We have a variety of flourishing employee networks. These networks are a place for colleagues to share experiences and advocate for change wherever they see an opportunity for improvement.

Our goal is to deliver an equality of opportunity, an equality of aspiration and an equality of experience to everyone who works in our firm. 

Find out more about our inclusive culture here.