Senior CLM Support Specialist Managed Services Operations

As a Senior 2ndlevel CLM Support Specialist you will be responsible for conducting root cause analysis resolving technical issues related to Contract Lifecycle Management (CLM) solutions specifically Icertis and support all activities related to system updates to ensure stability and optimal performance. Ideally if you have experience with Icertis software but this is not a hard blocker experience with any CLM systems other solutions supporting document workflows or similar and/or willingness to learn the Icertis software is sufficient.

Key Responsibilities:

• Provide 2ndline support for Icertis software solutions ensuring timely resolution of issues and maintaining high customer satisfaction.

• Analyze and resolve complex technical issues.

• Perform root cause analysis to identify and address recurring problems.

• Collaborate with 1stline support teams and other IT teams to escalate and resolve complex issues.

• Document solutions and workarounds for future reference and knowledge sharing.

• Monitor system performance and propose enhancements to optimize its functionality.

• Provide technical guidance and support to endusers and internal teams.

• Monitor the impact of system upgrades on its behavior and test it to ensure smooth version transitions/actualizations.

• Conduct training sessions and create documentation for endusers and support teams.

• Participate in continuous improvement initiatives to enhance support processes and system performance.

Required Skills:

• 24 years of experience in a similar position.

• Experience with any Contract Lifecycle Management (CLM) solutions (e.g. Conga DocuSign CLM Coupa) is highly desirable.

• Ability to quickly learn and adapt to Icertis software.

• Skills in configuring workflows and experience with lowcode tools are beneficial.

• Solid understanding of ITIL processes and best practices.

• Strong analytical and problemsolving skills.

• Excellent communication and interpersonal abilities.

• Ability to work independently and manage multiple priorities.

• Bachelors degree in IT Business Administration or a related field is highly recommended but not mandatory.

• Strong proficiency in English both written and spoken; knowledge of German is a plus.

• Icertis certifications are welcome but not a blocker.

By joining us you gain:

• Work flexibility hybrid working model flexible start of the day workation sabbatical leave

• Development and upskilling our full support during onboarding process mentoring from experienced colleagues training sessions workshop and conversations with native speaker

• Medical and wellbeing program medical care package coaching mindfulness psychological support education through dedicated webinars and workshops financial and legal counseling

• Possibility to create your individual benefits package (a.o. lunch pass insurance packages concierge veterinary package for a pet massages) and access to a cafeteria vouchers discounts on IT equipment and car purchase

• 3 paid hours for volunteering per month

• Additional paid Birthday Day off

• And when you start enjoying PwC as much as we do you may recommend your friend to work with us.

Recruitment Process:

• Apply

• Have a conversation with our Recruiter on a short HR screening call

• Lets get to know each other better during an interview with the Hiring Manager.

Should you have any questions please do not hesitate to reach out to us:

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