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 (AMS). As a CLM AMS Project Support, you will play a key role in supporting and maintaining clients’ CLM technology solutions. You will assist in delivering high-quality support and continuous improvements for business-critical applications, helping clients achieve their transformation goals.
In this role, you will work closely with team members to resolve incidents, fulfill service requests, and contribute to process improvements. Your responsibilities will include troubleshooting technical issues, documenting solutions, and supporting client communications to ensure service level agreements (SLAs) are met. This position requires strong problem-solving abilities, attention to detail, and a commitment to delivering excellent client service in a dynamic environment.
As a CLM AMS Project Support, you will contribute to the growth and success of Deloitte Tax LLP in a variety of ways, including:
Client Management
- Work closely with customers to answer questions about the features and capabilities of our product.
- Proactively monitor upgrade plans published by OEMs and communicate the same with clients well in advance.
Delivery
- Provide day-to-day support for CLM applications, including incident management, troubleshooting, and resolution of technical and functional issues.
- Design, configure, and implement changes or upgrades to CLM platforms (e.g., Icertis, DocuSign), ensuring alignment with client requirements and best practices.
- Assist in the development and execution of test plans for system changes, enhancements, and new releases.
Solutions
- Specialize in resolving issues pertaining to customer-specific configuration and third-party integration, providing workarounds by leveraging troubleshooting skills.
- Participate in continuous improvement initiatives to optimize CLM processes and system performance.
- Stay current on CLM technology trends and best practices to provide innovative solutions to clients.
Support
- Document processes, configurations, and solutions to ensure knowledge transfer and continuity.
- Support user training and adoption activities, including the creation of user guides and training materials.
Project Management
- Supporting project tracking and reporting.
Cross Functional Teaming
- Collaborate with clients and internal teams to understand business requirements and translate them into system configurations or enhancements.
People Development
- Mentoring new/junior team members. Co-ordinate internal knowledge sharing sessions.
Business Development
- Identifying opportunities 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 related field.
- 2+ years of experience in CLM System configuration, application management, customer success, system support, or technology consulting, with CLM 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)
- 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)
- Proven track record in solving problems from a technical and business perspective
- Deep understanding of customer support processes and CRM/SaaS platforms. Ability to follow defined processes.
- Strong analytical and problem-solving skills with the ability to troubleshoot technical and functional issues. Ability to provide innovative workarounds or design a solution to fix a customer’s problem.
- Ability to coordinate, follow up, follow through and drive issues to closure proactively.
- Familiarity with contract management processes and terminology.
- Excellent verbal and written communication skills.
- Ability to work collaboratively in a team environment.
- Willingness to work in shifts and travel on demand
Preferred:
- Experience supporting legal teams or procurement teams with contract management
- Experience in Customer Support or professional services in client-facing environment.
- Project management or process improvement experience.