About Company
Papigen
is a fast-growing global technology services company, delivering innovative digital solutions through deep industry experience and cutting-edge expertise. We specialize in technology transformation, enterprise modernization, and dynamic areas like Cloud, Big Data, Java, React, DevOps, and more. Our client-centric approach combines consulting, engineering, and data science to help businesses evolve and scale efficiently.
Job Overview
We are looking for a
Support Analyst – Legal Operations
to join our product team. This role blends
hands-on application support, data analysis, and business collaboration
with a strong focus on
legal operations technology
.The ideal candidate will bring substantial experience in
enterprise legal management (ELM/CLM) systems
, support activities, data management, and cross-functional collaboration to improve workflows and operational efficiency.
Scope of Work
Client & Product Support
- Provide first-line and ongoing technical support for legal operation systems.
- Communicate technical concepts clearly to both technical and non-technical stakeholders.
- Maintain expertise in legal operations platforms and stay up to date with enhancements.
- Coordinate issue reporting, escalation, and resolution with vendors.
- Develop documentation and training materials for tools and processes.
Business & Data Analysis
- Troubleshoot and resolve data-related issues to ensure consistency and integrity.
- Perform data validation, cleansing, and reporting to support operations.
- Collaborate with stakeholders to analyze and document business and data requirements.
- Translate business needs into functional specifications for solution design.
- Support scalable business logic with database development and optimization.
Skills / Experience Required
We have expanded this section to improve search visibility and to help candidates better assess fit. The items below are grouped to clarify must-have versus preferred capabilities and include common keywords used by candidates and recruiters.
Must-have (required)
- 7+ years of practical experience supporting and implementing IT systems for legal operations and/or contract lifecycle management (CLM) solutions.
- Hands-on experience with enterprise CLM/ELM platforms; experience with Onit is highly desirable.
- Strong SQL skills and proven experience optimizing PostgreSQL databases, including SQL/PLpgSQL (stored procedures, functions, views, triggers).
- Experience with cloud-hosted databases such as Azure Database for PostgreSQL (highly desirable).
- Familiarity with secure credential management such as Azure Key Vault, and secure handling of secrets/keys.
- Integration and API experience: RESTful APIs, JSON, XML, webhooks, and tooling to support system-to-system integrations.
- Experience with authentication / identity patterns (SSO, SAML, OAuth) and basic troubleshooting of access/permission issues.
- Strong analytical, problem-solving skills, and attention to data quality, validation, and reconciliation.
- Excellent written and verbal communication skills in English; ability to translate technical issues for business stakeholders.
- Experience with ticketing/ITSM systems (e.g., Jira, ServiceNow) and incident/escalation management.
- Proven ability to manage competing priorities, work under pressure, and meet deadlines while maintaining documentation and change logs.
Preferred / Nice-to-have
- Experience with other CLM/ELM vendors such as Icertis, Agiloft, Ironclad, Conga, DocuSign CLM, or similar.
- Experience with law firm operational or billing systems, e-billing, timekeeping, or matter management (preferred).
- Scripting and automation experience (Python, PowerShell, or similar) for data fixes, ETL tasks, and process automation.
- Experience with reporting and analytics tools (Power BI, Tableau, or advanced Excel) and creating operational dashboards and KPIs.
- Familiarity with Azure DevOps, Git, CI/CD concepts, and deployment support for SaaS/custom integrations.
- Knowledge of data governance, master data management, and data privacy basics (GDPR/region-specific regulations where applicable).
- Certifications such as ITIL foundation, Azure Fundamentals, or vendor-specific CLM/Onit certifications are a plus.
- Experience working in Agile/Scrum teams and participating in sprint planning and backlog grooming.
Skills: legal operations,onit,clm,elm,sql,pl/sql,azure database,azure key vault,application support,data analysis,postgresql,legal technology
