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 Support Services Analyst is an integral part of Latham’s Technology team. This role will be responsible for managing, supporting, and enhancing the firm’s Customer Support Systems, while acting as the primary liaison for escalated hardware and software problems relating to Customer Support Systems. This role can be located in either our Manchester, UK office or our Global Services Office, located 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:

• Driving the implementation and refinement of ITIL-centric processes
• Collaborating with the Service Desk to address support requests and liaising effectively with both internal and external parties
• Utilizing Change Management and execute testing protocols, to allow a seamless incorporation of updates into the firm
• Performing system administration duties, including monitoring connectivity and servers, reviewing logs, managing disk space, and verifying services 

We’d love to hear from you if you:

• Are a fast learner, and are capable of adapting to new software, applications and concepts quickly
• Enjoy working both independently and using your initiative, but also collaborating with others in a highly skilled technology team
• Possess excellent communication skills, and pride yourself on your customer service and ability to accurately and efficiently provide solutions

And have:

• In-depth knowledge of ServiceNow and Genesys PureConnect or similar CX/Contact Center platforms
• A robust understanding of the ITIL framework 
• Experience of working in a technology support related role, ideally in a law firm or a corporate environment

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
• 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.

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)​. Please click the link below to review the Ordinance.

Please click here to review your rights under U.S. employment laws. #LI-MM1

Pay Range