Business Systems Analyst (Legal Operations)

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

We are seeking a motivated and experienced professional to join our Legal Operations Team, where you will play a key role in supporting the roll out and day-to-day management of our Contract Lifecycle Management (CLM) system. This role involves collaborating with cross-functional teams including but not limited to Commercial Legal, IT, Sales, Deal Desk to provide first-line support for system-related issues, user access requests, and time-sensitive deals.

Your expertise in CLM systems, contract management, and customer service will play a key role in enabling a seamless experience for everyone involved in the Quote-to-Cash process.

Job Description

What you get to do in this role:

• Serve as a primary point of contact for system troubleshooting and escalations, providing initial support to resolve common issues related to system errors, configurations, and user inquiries to manage operational challenges.
• Support the management of tickets, incidents, enhancement requests and user inquiries related to the CLM systems, ensuring prompt resolution and appropriate escalation when needed.
• Assist the Commercial Legal and Sales team with month-end, quarter-end, and year-end activities to ensure seamless and accurate deal transactions are successfully processed in the system.
• Manage user access requests and permissions, ensuring the right individuals have the appropriate system privileges.
• Participate in User Acceptance Testing (UAT) helping to ensure the system functions as expected before each production release.
• Stay up to date on change management activities and system updates ensuring users are informed and properly supported.
• Maintain detailed records of support requests, resolutions, and recurring issues, contributing to enhancements and product roadmap.

Qualifications

To be successful in this role you have:

• A bachelor's degree and minimum of 3-5 years of experience in a technology-focused role within Legal Operations, IT, or similar environments
• Experience with Contract Lifecycle Management platforms
• General technical aptitude and understanding of system architecture and software design.
• Excellent interpersonal skills with the ability to build strong, effective relationships across multiple geographical locations and departments
• A proactive, collaborative, and business-focused approach to troubleshooting and problem-solving, with the ability to make sound decisions and exercise good judgment in complex situations
• Ability to manage multiple support requests and ensure accurate, timely resolution
• A strong work ethic, exceptional judgment, and an unwavering commitment to integrity in all interactions
• Experience with reporting and analytics a plus

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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