Hiring for Analyst
iRunway India Pvt Ltd
4d ago
source : Shine

CSS team is responsible for providing end-to-end CLM support to global customers and internal Teams. Following services are provided under CSS umbrella - Contract review, metadata abstraction, obligation extraction, COE (Center of excellence) support for the CLM tools

Analyst will be supporting the delivery of CLM / Obligation Management services for our customers. This role will front end all the delivery models and will be the key task performer for all CSS services defined below.

Tasks expected from the job holder on daily / weekly / monthly basis o CLM Support : Helpdesk role to include

Manage Helpdesk Application and its run and maintain activities.

Support global end users via email / phone in an 24 by 7 support model

Answer queries regarding the high level contracting process, type of template usage, Contract & Compliance Management and support CLMS tool s back-end / admin related queries

Traditional Help Desk tasks including client and internal Trouble Ticket and Change Request acceptance, categorization and routing of issue, closure of level 1 tickets, proactive status monitoring against client agreed SLAs, escalation, and closure.

Follow SOPs, scripts, templates, etc.

Ability to effectively manage Helpdesk workflow

Client Communication :

Customer facing troubleshooting, finding creative ways to solve business issues with application and tailoring of Business Rules.

Actively participating in the client calls.


6 months - 1 year of Helpdesk / Customer Support experience is required

Knowledge of CLM tools, contracts will be preferred

Graduate in any stream

Should have working knowledge of MS office, must be proficient in MS Excel and MS Word

Practical and simple problem solving approach

Excellent verbal and written communication skills with the ability to get on the calls with clients

Strong interpersonal skills and the ability to establish effective relationships at all organizational levels

Highly motivated, independent and confident with strong team skills and quality mindset

Contribute towards implementation of improvement and development programs for the Associates

Openness to new ideas and ability to understand other's points of view and adjusts his / her own approach accordingly.

Exhibit necessary attributes of confidence, tolerance, empathy, optimism and respect for others in times of change.

Ability to be highly responsive, reactive and comprehending of a wide variety and volume of business challenges

High levels of personal energy and appetite for work and success

Work Conditions

All specific company policies to apply without exception

Compulsory adherence of ISO / IEC 27001 : 2013 guidelines

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