job specification

We are still looking for talent… and we would love for you to join our team!

For over 25 years, UST has worked alongside the world’s best companies to make a real impact through business transformation. Driven by technology, inspired by people, and guided by our purpose, UST supports clients from design to implementation. Together, with more than 30,000 employees in 30 countries, we build to create limitless impact, reaching billions of lives in the process.

We are looking for an experienced L2 Support Analyst to provide functional production support for enterprise Contract Management Software (CMS/CLM) platforms. This role focuses on incident resolution, configuration support, and close collaboration with business users and technical teams to ensure system stability and efficient contract operations.

Key Responsibilities

• Provide Level 2 production support for Contract Management Software platforms, including incident, problem, and service request management.
• Analyze and resolve issues related to:
• Contract templates, clause libraries, and fallback logic
• Workflows, approvals, and business rule configurations
• Metadata, attributes, and contract type setups
• Perform root cause analysis for recurring functional and configuration-related issues.
• Support minor enhancements and functional configuration changes (non-code).
• Troubleshoot integration-related issues and coordinate with Level 3 technical teams when required.
• Manage user access, role assignments, and permission-related issues.
• Execute approved data corrections, metadata updates, and configuration fixes.
• Support UAT and regression testing for fixes and minor platform updates.
• Maintain support documentation, knowledge articles, and operational runbooks.
• Collaborate closely with L1 support teams, business stakeholders, and L3 technical teams to ensure timely issue resolution.

Required Skills & Experience

• 3+ years of experience providing production support for Contract Management Software (CLM/CMS) platforms (e.g., Icertis, Coupa CLM, DocuSign CLM, SAP CLM, or similar).
• Strong hands-on experience with functional configurations, including:
• Contract templates and clause libraries
• Workflows, rules, and approvals
• English (B2- Fluent)
• Metadata, attributes, and contract types
• Solid understanding of contract lifecycle management processes .
• Experience working with ITSM tools (e.g., ServiceNow).
• Strong analytical, communication, and stakeholder management skills.

Nice to Have

• Experience supporting enterprise SaaS applications in complex or regulated environments.
• Exposure to system integrations with ERP, CRM, or document management platforms.
• Familiarity with ITIL-based support models or Agile delivery environments.

UST is waiting for you!