Support Lead

Job Summary

Collaborate with the AMS Lead to prioritize and resolve incidents, service requests, and minor enhancements.

1. Configuration and Enhancement: Configuring the Icertis CLM software for client, tailoring it to their specific needs and business processes. Designing and implementing enhancement solutions that improve contract management efficiency and align with client requirements

Handle configuration changes and assist in release management activities.

1. Troubleshooting and Problem Solving: Diagnosing and resolving complex problems related to CLM architect.

2. Technical Support: Providing advanced technical support to stakeholders

3. Platform Upgrade: Icertis upgrade management activities including tracking the upgrade schedule, impact analysis, testing new features, conclude features to be adapted

4. Training and Support: Providing comprehensive training and ongoing support to users on effectively utilizing the Icertis CLM platform

5. Maintaining Integrations: Monitoring and maintaining existing integrations, troubleshooting issues, and ensuring data synchronization between systems

6. Mentoring: Providing technical guidance to other support teams

Key Responsibilities

Collaborate with the AMS Lead to prioritize and resolve incidents, service requests, and minor enhancements.

1. Configuration and Enhancement: Configuring the Icertis CLM software for client, tailoring it to their specific needs and business processes. Designing and implementing enhancement solutions that improve contract management efficiency and align with client requirements

Handle configuration changes and assist in release management activities.

1. Troubleshooting and Problem Solving: Diagnosing and resolving complex problems related to CLM architect.

2. Technical Support: Providing advanced technical support to stakeholders

3. Platform Upgrade: Icertis upgrade management activities including tracking the upgrade schedule, impact analysis, testing new features, conclude features to be adapted

4. Training and Support: Providing comprehensive training and ongoing support to users on effectively utilizing the Icertis CLM platform

5. Maintaining Integrations: Monitoring and maintaining existing integrations, troubleshooting issues, and ensuring data synchronization between systems

6. Mentoring: Providing technical guidance to other support teams

Skill Requirements

Icertis Expertise: 4 to 6 years of working experience with proven knowledge in managing, implementing and configuring Icertis CLM solutions. Strong understanding of contract lifecycle management (CLM) processes and best practices. Proficiency in using the Icertis CLM software and related tools and worked on minimum of 3 to 4 Icertis project involving implementation, enhancement scope

• Problem-Solving: Excellent analytical and problem-solving skills to diagnose and resolve complex issues.

• Soft Skills: Good verbal and written communication skills to explain technical concepts to both technical and non-technical audiences

Other Requirements

• Icertis certifications (e.g., ICI Practitioner, ICI Administrator, ICI Sourcing Consultant)

• Strong understanding of contract lifecycle management (CLM) processes and best practices.