Senior Consultant (Project Support) – Application Management Service (AMS)
The need for ongoing support and optimization of legal technology solutions is more critical than ever, empowering legal departments to maximize the value of their investments and ensure continuous improvement in service delivery. If you are passionate about enabling legal transformation through proactive application management and enjoy collaborating with dedicated professionals to help organizations achieve operational excellence, we invite you to join our team. Apply now!
What you’ll do
Our Legal Business Services Contract Lifecycle Management (CLM) practice is expanding its Application Managed Services team. As a CLM AMS Senior Project Support, you will take a leadership role in supporting, enhancing, and optimizing clients’ CLM technology solutions. You will be instrumental in providing exceptional support and driving ongoing enhancements for our clients’ mission-critical applications, proactively contributing to the success of their transformation initiatives.
You will collaborate with cross-functional teams to resolve incidents, address service requests, and proactively identify opportunities for process optimization. Your responsibilities will include troubleshooting technical issues, managing client communications, and ensuring service level agreements (SLAs) are met or exceeded. This position requires strong analytical skills, a customer-centric mindset, and the ability to thrive in a fast-paced, dynamic environment.
As a CLM AMS Senior Project Support, you will contribute to the growth and success of Deloitte Tax LLP in a variety of ways, including:
Client Management
- Serve as a primary point of contact for clients, building strong relationships and understanding their business needs, gaps in the current delivered system, and proposing innovative solutions/workarounds to build new enhancements.
- Effectively coordinate weekly governance calls with clients, providing timely status reports/dashboards on incidents, enhancements, and/or upgrades.
- Answer questions about the features and capabilities of our product.
Delivery
- Lead day-to-day support and management of CLM applications, overseeing incident management, root cause analysis, and resolution of complex technical and functional issues.
- Design, configure, and implement changes or upgrades to CLM platforms (e.g., Icertis, Conga, DocuSign CLM, Agiloft), ensuring alignment with client requirements and best practices.
- Develop and execute comprehensive test plans for system changes, enhancements, and new releases; ensure quality assurance and risk mitigation.
Solutions
- Identify opportunities for process optimization and automation within CLM systems, driving continuous improvement initiatives.
- Propose innovative solutions/workarounds for client needs and system gaps.
- Stay abreast of industry trends, emerging technologies, and regulatory changes relevant to contract management and tax compliance.
Support
- Create and maintain detailed documentation of processes, configurations, and solutions for knowledge management and client reference.
Project Management
- Effectively coordinate weekly governance calls with clients and provide timely status reports/dashboards.
- Develop and execute comprehensive test plans for system changes, enhancements, and new releases; ensure quality assurance and risk mitigation.
Cross Functional Teaming
- Collaborate with clients and internal teams to address business needs and system enhancements.
People Development
- Mentor Consultants and junior team members, fostering knowledge sharing and skill development.
- Lead user training and adoption initiatives, including the development of training materials and delivery of workshops or sessions.
Business Development
- Identifying client needs for additional services or enhancements.
The team
At Deloitte Tax LLP, our Legal Business Services group within the Tax Technology Consulting (TTC) practice helps legal departments pursue a streamlined, transparent, and efficient legal function that enhances the core responsibilities of operations, contracting, compliance, reporting and planning, while also positioning Deloitte as a strategic business advisor for the digital era. We specialize in advising legal departments and can effectively address a corporate legal function’s unique needs, requirements and obligations. As legal operations and contracting specialists, we help clients make appropriate operations and technology choices. Our team, the largest of its type, offers the necessary combination of skills, methodology and practical experience to help clients with contract lifecycle management, legal entity management, and legal operations services.
Deloitte TTC-LBS professionals are aligned across our global network of member firms to support our clients’ objectives and address their challenges. Our team’s multi-disciplinary approach combines technical and technology skillsets, enabling greater impact and efficiency within our client’s organization. TTC’s Legal Business Services team helps clients with operating model evaluation, roadmap development for a desired future state, data management solutions, automation opportunities, contract lifecycle management, legal entity management, and legal operating models. Learn more about Deloitte Legal Business Services.
Qualifications
Required:
- Bachelor’s degree in Information Technology, Computer Science, Business, or a related field.
- 4+ years of experience in CLM system configuration, application management, system support, or technology consulting, with a focus on CLM or related platforms (e.g., Icertis, Conga, DocuSign CLM, Agiloft, etc.).
- Trained and certified on one or more platforms -
- Icertis CLM Platform (Ex. Icertis certified ICI Administrator, Icertis certified Functional Professional)
o DocuSign Platform (Ex. Certified DocuSign CLM Administrator, Certified DocuSign CLM Workflow Developer, Certified DocuSign CLM Implementation Consultant)
- Sirion Platform (Sirion L1, L2, L3 Certified, Sirion Certified CLM Specialist)
- Demonstrated experience leading or managing application support teams or projects.
- Deep understanding of customer support processes and CRM/SaaS platforms. Ability to follow defined processes
- Strong problem-solving and analytical skills, with the ability to resolve complex technical and functional issues.
- In-depth knowledge of contract management processes and terminology.
- Excellent client-facing, verbal, and written communication skills.
- Ability to manage multiple priorities and work effectively in a fast-paced, team-oriented environment.
- Willingness to work in shifts and travel on demand
Preferred:
- Experience supporting legal teams or procurement teams with contract management
- Experience in working large-scale AMS or CLM projects and process improvement initiatives.
- Experience in Customer Support or professional services in client-facing environment.
- Project management certification (e.g., PMP, Agile) or process improvement experience (e.g., Lean, Six Sigma), IT service management (e.g. ITIL)