Customer Support Systems Analyst – Automation & AI

About Latham & Watkins

Latham & Watkins is a global law firm consistently ranked among the top firms in the world. The success of our firm is largely determined by our commitment to hire and develop the very best and brightest, creating a team that provides our clients with the highest quality of work and service. We are driven by our core values: respect, innovation, and collaboration.  

About the Role

The Customer Support Systems Analyst II – Automation & AI is an integral part of Latham’s Global Technology team. This role will be responsible for analysing, implementing, and optimising automation, chat bot, Artificial Intelligence (AI), including GenAI, and other modern solutions, to enhance Service Delivery, streamline workflows, and improve operational efficiency, while identifying and implementing enhancements to services and tools that leverage AI within the Customer Support and IT Service Management (ITSM) systems. This role will be located in our Manchester office. 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:

• Process mapping workflows to enhance the core ITSM process of Incident, Problem, Change Management, and Request Fulfilment
• Identifying opportunities for new AI technologies and working with the AI/ML department on creating new or improving existing virtual agents, predictive analytics, and machine learning within the ITSM ecosystem
• Supporting ITSM workflow improvements through the proposal and development of new AI agents to streamline processes and improve service delivery
• Collaborating with cross-functional teams to design, develop, and deploy AI agents that enhance operational efficiency and user experience
• Testing, evaluating, configuring, and maintaining automation and other integrations to assigned systems to ensure the accuracy of responses upheld

We’d love to hear from you if you:

• Possess knowledge and proficiency in a wide variety of software programmes, including Microsoft Windows Enterprise, Microsoft Windows Server, and Microsoft Office (Word, PowerPoint, Excel, and Outlook)
• Exhibit knowledge and proficiency of remote communication methodologies
• Demonstrate the ability to work in a team environment with a customer service focus

And have:

• A bachelor’s degree or equivalent in Computer Science or Information Systems, preferably
• A certification in ITIL, AI technologies, or related fields
• Experience in technology support
• Experience documenting processes and technical requirements
• Experience working with AI agents and creating complex prompts
• Experience working with AI/ML teams on new AI Agent/RPA development
• Experience with scripting languages such as Python, R, Java, Javascript, Julia, and C++ 

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:

• Health insurance as well as group income protection and life assurance
• A pension plan
• Wellness programs
• Employee discounts
• And more!

Additionally, we have a range of diversity programming including Global Affinity Groups. These groups provide a firmwide platform to share experiences and advice as well as an opportunity to participate in a supportive network with common interests to help make life at the firm even better.

Latham & Watkins is committed to diversity, equal opportunity, sustainability, and pro bono legal services. We draw from a remarkable wealth of talent to create one of the world's leading law firms, and advance these commitments through the work of our Global Citizenship department. Our lawyers, paralegals, and professional staff worldwide comprise a rich mixture of different races, ethnic backgrounds, religions, sexual orientations, cultures, and primary languages. Our diversity makes us who we are.  #Associate