Enterprise Service Manager - Knowledge
The Enterprise Service Manager - Knowledge at Clifford Chance is a pivotal role within the Enterprise Service Management team, focusing on embedding curated business professional knowledge into the ServiceNow platform. This position aims to enhance service delivery by leveraging managed content to improve operational efficiency, expedite onboarding processes, and enable AI to address routine queries, thereby reducing repetitive tasks across various functions.
Key responsibilities include collaborating with different business functions to identify and capture essential operational intelligence required for service operations. The role involves working closely with the knowledge management team to integrate and maintain this intelligence within ServiceNow, utilizing AI tools to ensure information is readily accessible to teams and colleagues. Additionally, the position requires monitoring and analyzing the usage of operational intelligence to identify gaps and opportunities for improvement.
The ideal candidate should possess a solid understanding of Enterprise Service Management principles and experience in supporting digital transformation initiatives, preferably in a partnership environment involving senior directors across multiple business functions. Proficiency with ServiceNow products and scoped applications, particularly the knowledge management module, is essential. Strong cross-functional collaboration skills are necessary, along with the ability to manage relationships across global teams and diverse business functions such as HR, Finance, Legal, and Facilities. A proactive approach to change management and process digitalization, coupled with technical competence in Microsoft Office suite and a willingness to learn emerging ESM technologies, is also required.
Clifford Chance offers a comprehensive benefits package designed to support employees across various aspects of their personal and professional lives, including financial, wellbeing, lifestyle, and family-friendly benefits. The firm fosters an inclusive and collaborative culture, providing opportunities for continuous learning and development through formal training, informal coaching, mentoring, and on-the-job learning experiences. Joining Clifford Chance means becoming part of a global team that values diversity and innovation, empowering each member to contribute to the firm's success and growth.