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Analyst - Vantage Helpdesk

Job Description

Address and resolve client/end user group queries/escalations on Vantage & other Contract Lifecycle Management (CLMS) Systems. Track and close all follow ups with client/end user group that come through the helpdesk or email from across the globe.


1. Attend to Contract Lifecycle Administration calls, emails & IMs coming to the Vantage Helpdesk.

2. Answer queries regarding the high level contracting process, type of template usage, Contract Management and support with back-end/admin related queries

3. Send surveys to clients, collate responses, and send them to CCE for the mutually agreed number of clients and timeline

4. Upload, Replace & Delete legal templates/Frameworks.

5. Address all Vantage, Intapp, ContractRoom & SEAL platform queries either immediately or as per the agreed SLAs

6. Track and close (escalate within a reasonable time if queries are not closed in time) all client queries in respect to the platform

7. Schedule adherence and observing all compliance activities whether on the production floor or elsewhere in the company.

8. Keep an updated record of trackers and base lining activities.

9. Add/Remove users upon receipt of Client approval.

10. Maintain all client and internal production SLAs and ensure 100% compliance to ISO 27001:2005

Qualification and Experience

1. Should be Graduate

2. 1 to 2 years’ experience. Customer Care support experience is preferred in Level 1 Platform supporting helpdesks.

3. MS Office working knowledge. Must be proficient on MS Office, especially MS Excel and MS Word.

4. Excellent verbal and written communication skills. Should be able to communicate with clients, vendors confidently and with clarity across the U.S, Europe, Africa and Far East (English speaking). Neutral accent with no MTI (Mother Tongue Influence). Good proficiency in spoken and written English with a focus on usage of correct grammar and pronunciation.

5. Should be able to draft the emails in his/her own words with good thought process.

6. Should be able to work and deliver tasks independently with little supervision.

7. Should be flexible in terms of shift timings. Should be ready to work for any 9 hour window in 24 hours (next day). Will be rotational shifts based on the requirement, preferably night shift from 5:30pm to 5:30am.

8. Knowledge of Time Tracking tool, ContractRoom, SAP Ariba, SharePoint, Citrix, or other Contracting Life Cycle Management (CLMS) tools will be a definite advantage

9. Effectively manage relationships with the internal management, clients and team members

Working Conditions

1. Should be willing to work in any 9-hour in rotational shift, in 24-hour window, with 5-day work culture (We work 24*7 with rotational shifts totally based on the requirement, and works on Saturday & Sunday)

2. Should be willing to work in cross functional teams as per project requirements.

3. Should be able to work shift hours and on rotational basis if needed

4. Ability to respond to requests at short notice

5. Transportation as per Administration and HR Mandates

gurugram, UP, IN