Application Development & Support Senior Analyst

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

• Bachelor's degree in Information Technology, Computer Science, or related field or equivalent work experience.

Experience

. 2-4 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.