The role

This Service Management role is responsible for the maintenance, configuration and development of the Firm's IT Service Management tool, ServiceNow. This involves working within an agreed governance model to translate the requirements of process owners and other key contacts into a live implementation. There is an aggressive service management roadmap in play, which is aiming to deliver a number of self-service, automation and orchestration initiatives, and this role is crucial to the delivery of these initiatives using the tool. 
 

Who you will work with

• Service Management Team
• Wider IT Team
• Business Users of Custom Applications
   

What you will be responsible for

Support & Client Focus

• Help deliver the service management roadmap, which is aiming to deliver a number of self-service, automation and orchestration initiatives.
• Ensure that industry knowledge remains up to date.
• Scrutinise all requests for change to ensure that any work to the tool maximises value to the Firm and its clients.
• Maintain a working knowledge of all of the Firm's Service Management processes, and how those processes are integrated with the tool, to ensure that the impact of a change to one module is fully understood across all modules.
• Work with process owners, providing practical input and advice to help rationalise and improve stated requirements whilst at the same time ensuring that any changes do not detrimentally affect other modules or the system as a whole. 
• Be an escalation point for ServiceNow admins, as required, to resolve complex issues within OLA.
• As required, ensure technical documentation and training materials for ServiceNow admins remain current.
• Provide ad-hoc specialist training where required.
• Adhere to change management policies, process and procedures to ensure that any bug fixes and upgrades are thoroughly tested in the non-production environments before they are released to production.

Reporting

• Offer expert knowledge of how to build and develop reports from the tool.
• Build ad hoc reports for management upon request.

Systems Administration

• Perform workflow, data management, development and integrations in line with industry standard and Clifford Chance best practice.

Development & Testing.

• Support and, as required, manage the ServiceNow upgrade cycle.
• Utilise JavaScripting, HTML, CSS etc., as appropriate, to improve the performance and/or functionality of the tool and maximise value to the Firm and its clients.
• Work with internal and/or external development resources. Ensure that this in-house or 3rd party software integration works effectively with the tool and maximises value to the Firm and its clients.
• Produce and maintain a comprehensive testing protocol for the tool with the purpose of certifying all applications for use after changes have been deployed.
• Plan, perform and manage regular BCP tests for the ServiceNow platform.

Offshore Support

• Work with the wider Service Delivery team to ensure that the offshore support teams sufficiently dovetail with the London teams, helping to ensure that the split between onshore and offshore responsibilities is correct.
   

What you will do

On a day-to-day basis, the role will work on configuration and development tasks in the ServiceNow tool including, but not limited to, security, workflow, data management, development and integration of 3rd party tools.  This may be in the ITSM Module (Clifford Chance uses ITSM Pro) or on a variety of custom applications.

As part of this work, the analyst will be responsible for ensuring that core data integrity is maintained by adhering to a common, agreed taxonomy and naming convention. 

The role will support the ServiceNow upgrade cycle and will liaise with ServiceNow as and when incidents and/or requests need to be raised. The role will also need to work with internal and/or external engineering and development resources as and when more complex scripting and integration work is required. It is, therefore, expected that this role will build strong relationships with both individuals within ServiceNow as well as key engineering and development resources within Clifford Chance.

It will be the responsibility of the person in this role to track and manage any 3rd party activity affecting the tool.
 

Your experience

Skills:

• Strong technical development skills in ServiceNow.
• Strong problem solving and entrepreneurial skills to drive solutions to completion.
• Project management and organisational skills including the ability to manage multiple streams of work simultaneously.
• Strong relationship skills.
• Ability to work independently and within a team environment.
• Excellent verbal and interpersonal communications skills.
• Some form of customer-facing interaction or consulting experience is a plus.

Experience:

• Experience of interacting with global teams.
• Must have performed a similar role with ServiceNow with a similar size user base (approx. 600 IT system users, approx. 80 bespoke application users).
• ServiceNow: 
  • ITSM Pro including SAM and HAM Pro
  • Custom Applications (ideally for non-IT business units)
  • 3rd party integrations
  • Employee Centre (or Employee Centre Pro) - or at least Portal
  • ServiceNow Mobile Apps e.g. Agent Mobile
• Experience with some or all the following technologies is a plus: Unix/Linux/Windows environments, PHP, SQL, SOAP, XML, C#, Python.

Knowledge:

• A deep knowledge and experience of using JavaScript, web design, server-side programming, data structures, HTML, CSS, Ajax methodology.

Qualifications:

• The role holder should be a qualified to ITIL Foundation, ideally with some ITIL lifecycle stream certificates, as well as hold the relevant ServiceNow development and implementation certificates.
• Educated to degree level.
   

Who we are

As a global law firm our work spans jurisdictions, cultures, and languages - and so do our people.

Our culture is collaborative and inclusive - where diverse perspectives are recognised and valued. Where performing to your highest ability, unlocks equal access to opportunities to learn, thrive and grow. 

We combine deep legal expertise and commercial intelligence to grow, transform, protect, and defend our clients' businesses, across every critical moment.

We operate in the sectors and regions that matter to our clients. With forward-thinking insights and innovative, tech-enabled solutions that combine deep knowledge of their sectors and markets.

You'll build connections and work with colleagues as one global team. You'll unlock opportunities for clients, across borders, cultures, legal and commercial disciplines.

Join us to work with colleagues as one global team - empowering each other to be exceptional and create advantage for our clients.

Our India team is a well-established and integral part of the firm's global operations, delivering high-value support across a wide spectrum of functions. With over 800 business professionals based in Gurugram and Hyderabad, we've been driving operational excellence and innovation for more than 15 years.

We contribute to global success in areas such as Information Technology, Finance, Human Resources, Risk & Compliance, Legal Support, Research & Knowledge, Document Production, Virtual Executive Assistance, Programme Management, Client & Market Development, and Continuous Improvement.
 

How we will support you

From your first day with us, you will have varied opportunities to continuously grow and development your skills and knowledge. From formal training, informal coaching and mentoring through to skills-based and technical training and on the job learning.


Equal opportunities

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.

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 here.