Job ID: 8165
Updated: Oct 30, 2024
Location: Chicago, IL, United States
Category: Information Technology
About Kirkland & Ellis
At Kirkland & Ellis, we are united in our ambition and drive to move forward. We share core values that help us achieve excellence: collaboration, talent empowerment, service, inclusion, respect and gratitude. Our people are our greatest asset, and we invest in the brightest talent and encourage a diversity of perspectives and strengths to create dynamic teams that operate at the pinnacle of their field. Our talented professionals show up every day knowing they will engage in meaningful work, continuous learning and professional development.
As one of the world’s leading law firms, we serve a broad range of clients with market-leading practices. We handle the most complicated and sophisticated legal matters because we don’t just meet industry standards, we create them. We bring innovation and entrepreneurialism to every engagement and, as a result, have long-standing client relationships with leading global corporations and financial sponsors. With over 6,500 employees (including approximately 4,000 lawyers) operating from 21 offices across the United States, Europe, the Middle East and Asia, we are one of the largest law firms in the world and a top financial performer.
Essential Job Functions
The Virtual Agent Engineer will be part of the Virtual Agent development project and rollout for Kirkland and the continuous management and growth of the product. This role will work with all IT departments for Requirement gathering, building Functional Requirements, documenting user stories, developing Acceptance criteria, and tracking Defect and Bugs. This role will also be an advocate for the chat agent, developing reporting and being able to speak to Senior Leaders about the product. This role will also work closely with the Kirkland ServiceNow developers to implement and maintain the product. Success measurement will be based on user satisfaction with the product, reduction of emails and phone calls to the Service Desk where the Virtual Agent can assist provide self-service opportunities and quicker resolution.
In addition to demonstrating experience in the areas of responsibility listed above, the successful candidate will demonstrate excellent oral and written communication skills, must show strong interpersonal and customer service skills, and will have the ability to be process-oriented yet flexible. The candidate must be able to interact with individuals in all levels of the Firm’s business. He or she must be able to work well with other technical teams.
This position requires the individual to be in the office a minimum of 3 days a week.
ESSENTIAL FUNCTIONS (This list is not exhaustive and may be supplemented and changed as necessary.)
Qualifications & Requirements
Education, Work Experience, Skills
Conceptualize and visualize end-user experiences that delight the customer as a key priority. Communicate the value gained through the improvements in functionality, design, and/or operations enhanced or developed in ServiceNow.
Are curious and self-motivated and are always looking to dive deep into new ServiceNow capabilities and meaningfully apply them.
Attention to detail and passionate about delivering a world class customer experience.
Education. Computer Science degree or Technical qualification
Minimum of 3+ years of experience in a professional services environment, law firm experience preferable.
Experience with content management systems, technical writing or knowledge management.
Must be able to demonstrate strong interpersonal and customer service skills and will have the ability to be process-oriented yet flexible.
Strong verbal, and written communication skills.
WORK ENVIRONMENT
This job operates in a professional office environment.
Compensation
The base salary range below represents the low and high end of the salary range for this position in Chicago. This range may differ based on your geographic location and cost of living considerations. At Kirkland & Ellis, we consider compensation more than just a base salary. We offer an exceptional range of flexible benefits including comprehensive healthcare, paid time off, and retirement. We also offer personal support and tailored learning and development opportunities all designed to help you realize your full potential both in life and at work.
Compensation Range:
Chicago: $125,000 - $150,000
How to Apply
Thank you for your interest in Kirkland & Ellis LLP. To complete an application and submit your resume, please click "Apply Now."
Equal Employment Opportunity
All employment decisions, including the recruiting, hiring, placement, training availability, promotion, compensation, evaluation, disciplinary actions, and termination of employment (if necessary) are made without regard to the employee’s race, color, creed, religion, sex, pregnancy or childbirth, personal appearance, family responsibilities, sexual orientation or preference, gender identity, political affiliation, source of income, place of residence, national or ethnic origin, ancestry, age, marital status, military veteran status, unfavorable discharge from military service, physical or mental disability, or on any other basis prohibited by applicable law.
Closing Statement
The www.kirkland.com job postings and recruiting mailbox are for candidates only. If you are a recruiter, search firm or employment agency, and do not have a signed contract with Kirkland & Ellis LLP ("K&E") and have not been asked specifically to submit candidates, you will not be compensated in any way for your referral of a candidate even if K&E hires the candidate. Direct contact with K&E employees in an attempt to present candidates is inappropriate and will be a factor in determining any future professional relationship with the Firm. #LI-Hybrid #LI-JN1