IT Specialist - CLM Product Support and Operations

Summary of Position:

Alcon is seeking a skilled Icertis - Application Support Specialist to join our Contract Lifecycle Management (CLM) product team. This role is essential for ensuring the smooth operation and optimization of our Icertis platform. The ideal candidate will have a technical background, excellent problem-solving skills, and an Icertis Administrator certification.

Technology Support provides assistance to employee end users including: •Maintaining and troubleshooting a range of user problems •Diagnosing problem source through discussions with users and coordinating with internal organization support and operations groups and/or with vendors to resolve problems •Configuring, enhancing, and upgrading software and planning for/responding to service outages and other problems •Training users on use of new technology and software

Key Responsibilities:

• Provide first-line support for Icertis users, troubleshooting issues and resolving them promptly.
• Manage and triage support tickets, ensuring they are addressed in a timely manner.
• Perform root cause analysis on recurring issues to prevent future occurrences.
• Make simple configuration changes within the Icertis platform as needed.
• Collaborate with cross-functional teams to understand and address user needs and system requirements.
• Assist in the deployment of new features and enhancements, ensuring minimal disruption to users.
• Maintain system documentation and user guides.
• Ensure data integrity and security within the CLM - Icertis environment.
• Monitor system performance and suggest improvements to enhance user experience.
• Ensure compliance with Alcon processes for Icertis and other legal platforms.

Key Requirements/Minimum Qualifications:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Icertis Administrator certification.
• 2-4 years of experience in Icertis administration or application support.
• Excellent troubleshooting and analytical skills.
• Incident and problem management experience
• Ability to manage multiple tasks and priorities effectively.
• Strong communication and interpersonal skills.
• Experience with data management and reporting within Icertis.
• Familiarity with Agile development methodologies is a plus.

Preferred:

• Experience with Icertis
• Experience working with ServiceNow tool
• Knowledge of Icertis integration tools and techniques.

Work hours: 1 PM to 10 PM IST

Relocation assistance: Yes

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Alcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital status, disability, or any other reason.