Application Development & Support Specialist - CLM at Vertiv

Pune City, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

07 Jun, 26

Salary

0.0

Posted On

09 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Troubleshooting, Problem-Solving, Communication, Customer Service, Documentation, System Configuration, SQL, System Logs, IT Service Management, ITIL, ServiceNow, Jira Service Management, Contract Lifecycle Management, System Integrations, Patching, Upgrades

Industry

electrical;Appliances;and Electronics Manufacturing

Description

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. Work Authorization No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire. Equal Opportunity Employer We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.

Responsibilities

The analyst will provide first- and second-level support for CLM system users, focusing on logging, prioritizing, and resolving incidents and service requests related to the platform. Key duties also involve system administration tasks such as monitoring, maintenance, configuration, and managing user access.