iCertis Functional Expert

Skills

Description

1. Map put fields between Emptoris and Icertis and document Icertis processes
2. Support for configuration tasks - CLM
3. Support for integration tasks - CLM
4. Support for user and security management
5. Troubleshooting and escalations to iCertis product team.
6. Should have knowledge/expertise on Icertis – and be able to promote changes from Dev/lower environments to Higher (Production) environments
Primary role is to ensure that Icertis CLMS (Contract Life Cycle Management System) and business processes supporting Icertis are functioning in accordance to Client Corporate CLMS policies. Involve in performing diagnostic actions to determine workarounds/ solutions. Initiate Service Management processes including Problem Management to resolve the incident. With a focus on operational efficiencies and scalability of the system, supports across the CLMS, Procurement Operations and Technology teams to assist with documenting and re-designing processes to streamline work, increase throughput, and reduce manual efforts through utilizing existing technology.

Responsibilities

• • Project Management Knowledge/background in software industry products/services/applications, with in-depth knowledge of SCM products/services/applications and specifically in CLM Applications
• • Must have good experience managing Icertis application. Knowledge on Emptoris application is preferred.
• • Experience working with external vendors, strong project management skills, and demonstrated success in Managing the clients and controlling the deliverables in an implementation and support setting.
• • Work with other business units – including Integrations, Operations, and Customer Success/Care Teams (as required) to ensure strong customer satisfaction.
• • Excellent communication & presentation skills
• • Providing Level 2 and Level 3 support and managing escalations as appropriate.
• • Coordinate with Icertis in case any issues/ Debugging needs to coordinate with L3
• • Manage Business User’s Communication as well as Internal Team/Cross functional Team Communications
• • Ensure 1st level resolution leveraging SoPs.
• • E2E Management through coordination with various technical teams
• • Ticket creation for L3 Support.
• • Managing the transactional activities and monitoring the changes and identify the issue before others.
• • 1st level automation solutions through – SOP* and Runbook automation
• • Keep FAQs up to date, around new releases and functionality
• • Support on basic Icertis functionalities
• • Technical root cause analysis and document workarounds
• • Provide technical issue details, impact assessments, and test case details
• • Coordinate with Icertis Product team for resolution of any code related issues
• • Develop workarounds if bugs are identified
• • Follow Business Change Control process including validation activities.