Application Development & Support Senior Analyst CLM

Position Summary:

We are seeking a detail-oriented and customer-focused IT Support Analyst to provide operational support for our Contract Lifecycle Management (CLM) platform. The IT Support Analyst will be responsible for ensuring system stability responding to user issues managing incidents and supporting continuous improvements. This role works closely with business users IT teams and vendors to ensure the CLM application is reliable secure and effectively supporting business processes.

Key Responsibilities

User Support & Issue Resolution

Provide first- and second-level support for CLM system users across Legal Procurement Sales and Operations.

Log prioritize and resolve incidents and service requests related to the CLM platform.

Troubleshoot functional and technical issues escalating to vendors or IT teams as required.

System Administration

Perform routine system monitoring maintenance and configuration tasks.

Manage user access roles and permissions in alignment with security policies.

Support patching upgrades and environment refreshes in coordination with IT and vendors.

Incident & Problem Management

Document incidents root causes and resolutions to improve knowledge base and reduce recurrence.

Collaborate with IT infrastructure integration and vendor teams to resolve complex issues.

Ensure adherence to SLAs and IT service management standards.

Change & Release Support

Support testing and validation of new features fixes and integrations.

Assist with release planning and deployment activities.

Document changes and maintain accurate system configuration records.

Continuous Improvement & Training

Identify recurring issues and recommend system or process improvements.

Assist in the development of user guides FAQs and training materials.

Deliver user training sessions and provide guidance on system best practices.

Qualifications

Education:

• Bachelors degree in Information Technology Computer Science or related field; or equivalent work experience.

Experience:

24 years of IT support or application support experience in an enterprise environment.

Experience providing support for enterprise applications; prior exposure to CLM platforms (e.g. Icertis DocuSign CLM Conga Agiloft or equivalent) is preferred.

Understanding of system integrations with ERP CRM and e-signature platforms.

Familiarity with IT service management processes (Incident Problem Change).

Skills:

Strong troubleshooting and problem-solving abilities.

Excellent communication and customer service skills.

Ability to document issues resolutions and system configurations clearly.

Basic knowledge of SQL system logs or technical debugging tools is a plus.

Ability to work collaboratively across IT and business teams.

Preferred

Experience with ITIL framework or IT service management tools (e.g. ServiceNow Jira Service Management).

Experience working in global multi-stakeholder organizations.

Knowledge of contract management processes and workflows.