CLM Support Specialist | Managed Services Operations

The Application Evolution Services team is a part of PwC Poland. Our work requires constant monitoring of the operation of applications and real-time response. We also improve existing products and introduce new functionalities, so that applications can advance in parallel with our clients’ growth. We repair, keep our fingers on the pulse, create CR, document, and sometimes teach our clients’ employees. The better we work, the less you notice us. Plus, we simply love what we do. We deploy the most innovative Customer Experience solutions for our clients.

As a 2nd-level CLM Support Specialist, you will be responsible for conducting root cause analysis and resolving technical issues related to Contract Lifecycle Management (CLM) solutions, specifically Icertis. Ideally, if you have experience with Icertis software, but this is not a hard blocker - experience with any CLM systems, other solutions supporting document workflows or similar and/or willingness to learn the Icertis software is sufficient. 

CLM Support Specialist | Managed Services Operations

Key Responsibilities: 

• Provide 2nd-line support for Icertis software solutions, ensuring timely resolution of issues and maintaining high customer satisfaction. 
• Analyze and resolve technical issues. 
• Perform root cause analysis to identify and address recurring problems. 
• Collaborate with 1st-line support teams and other IT teams to escalate and resolve complex issues. 
• Document solutions and workarounds for future reference and knowledge sharing. 
• Provide technical guidance and support to end-users and internal teams. 
• Monitor the impact of system upgrades on its behavior and test it to ensure smooth version transitions/actualizations. 
• Conduct training sessions and create documentation for end-users and support teams. 

Required Skills: 

• 1-2 years of experience in a similar position. 
• Experience with any Contract Lifecycle Management (CLM) solutions (e.g., Conga, DocuSign CLM, Coupa) is highly desirable. 
• Ability to quickly learn and adapt to Icertis software. 
• Skills in configuring workflows and experience with low-code tools are beneficial. 
• Solid understanding of ITIL processes and best practices. 
• Strong analytical and problem-solving skills. 
• Excellent communication and interpersonal abilities. 
• Ability to work independently and manage multiple priorities. 
• Bachelor's degree in IT, Business Administration, or a related field is highly recommended but not mandatory. 
• Strong proficiency in English, both written and spoken; knowledge of German is a plus. 
• Icertis certifications are welcome but not a blocker. 

By joining us you gain: 

• Work flexibility - hybrid working model, flexible start of the day, workation, sabbatical leave, 
• Development and upskilling - our full support during onboarding process, mentoring from experienced colleagues, training sessions, workshop and conversations with native speaker, 
• Wellbeing program - medical care package, mindfulness, psychological support, education through dedicated webinars and workshops, financial and legal counseling, 
• Possibility to create your individual benefits package (a.o. lunch pass, concierge, veterinary package for a pet, massages) and access to a cafeteria - vouchers, discounts on IT equipment and car purchase, 
• 3 paid hours for volunteering per month, 
• Additional paid Birthday Day off,
• And when you start enjoying PwC as much as we do, you may recommend your friend to work with us.

Recruitment Process:

• Apply, 
• Have a conversation with our Recruiter on a short HR screening call,
• Let's get to know each other better during an interview with the Hiring Manager.

Should you have any questions, please do not hesitate to reach out to us: pl_ITrecruitment@pwc.com.