Contract Admin Analyst - Global Service Operations

Position :Contract Admin Analyst - Global Service Operations 

Experience : 5+ years

Location: Bangalore

Responsibilities

The primary responsibility of this role is to design and ongoing process review and improvements to the Service Sales process and toolsets. The role will collaborate closely with cross functional teams on defining and the validation of data reconciliation, alignment, testing and change management.

Key Tasks

• Create and review service contracts, including terms, pricing, and service levels
• Collaborate with internal teams to define service needs
• Ensure contracts are compliant and aligned with company policies
• Monitor contract performance, tracking key metrics like response times, completion rates, and service quality
• Manage contract amendments, renewals, and termination processes. 
• Data Hygiene and management
• Address customer service issues related to service contracts and escalate when necessary
• Generate regular reports on contract status, performance metrics, and potential risks
• Ensure adherence to all relevant compliance policies and industry standards related to service contracts. 
• Theatre escalation support

·       Participate with IT and business teams on

o   Functional Design Documentation

o   User Acceptance testing

Job Requirements:

• 5+ years of business experience preferably within a CS environment with service contracts
• Hands on experience with Excel, SAP, SFDC
• Strong working knowledge of master and transactional data – Customers, Partners, Products, Installed base, Opportunities, Quotes, Orders, Service Contracts.
• Strong organizational and program management skills, react to changing priorities
• Able to work effectively as part of a cross-functional team within and outside CS 
• Detail-oriented with strong organizational abilities
• Ability to build relationships with internal stakeholders and external customers

Education

• BA/BS Degree in Business Management required; advanced degree or certification preferred.