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VLink Inc · 6 hours ago

iCertis Consultants

United States

Contract

Remote

Entry, Mid, Senior Level

VLink Inc is seeking an iCertis Consultant to develop, test, and deploy solutions on the Icertis CLM platform. The role involves integrating Icertis with other applications, customizing workflows, and collaborating with cross-functional teams to support contract processes.

Information ServicesInformation Technology

H1B Sponsor Likely

Hiring Manager

Lokesh Kushwaha

Responsibilities

Develop, test, and deploy solutions on the Icertis CLM platform based on business needs

Integrate Icertis with other applications (e.g., CRM/ERP) using APIs or connectors

Customize workflows, templates, and business rules to support contract processes

Create technical designs, documentation, and unit test plans

Troubleshoot and resolve issues during implementation and support

Collaborate with cross-functional teams, including business analysts and stakeholders

Experience with Icertis Contract Lifecycle Management (CLM) or similar CLM systems

Knowledge of integration technologies, APIs, and web services

Product Understanding & Troubleshooting: Develop a deep understanding of the Icertis CLM platform and how customers use it. Troubleshoot technical issues, identify root causes, and provide practical solutions or workarounds

Customer Interaction: Work closely with customers (remote or on-site) to gather issue details, clarify requirements, and provide responsive support

Issue Resolution & Escalations: Respond to support tickets, resolve problems within SLA, and escalate complex issues to development or engineering teams as needed

Hotfixes & Upgrades: Assist in applying hotfixes, patches, and updates in production/staging environments, coordinating schedules and testing with customers

Knowledge Base & Documentation: Create and maintain knowledge base articles, runbooks, and FAQs to speed up future support and improve self-help outcomes

Product Enhancements: Support enhancement requests by understanding customer use cases and working with development or product teams to deliver improvements

Customer Advocacy: Act as an advocate for the customer by tracking issues, communicating statuses, and ensuring needs are understood internally

Process & CRM Support: Follow and improve customer support processes and tools to ensure efficient handling of technical cases

Collaboration: Work with cross-functional teams — functional consultants, developers, QA, product owners — to resolve issues and drive product quality

Technical Troubleshooting: Experience diagnosing software issues; familiarity with enterprise application stacks and databases (e.g., SQL)

Support Tools Knowledge: Comfortable with ticketing systems, CRM processes, and support workflows

Software Understanding: Understanding of Icertis CLM usage patterns and configuration principles is a plus

Optional Development Skills: For more technical support tiers, skills in C#, .NET, SQL, and scripting can be beneficial

Qualification

Icertis CLMAPIsSQLTechnical TroubleshootingC#.NETScriptingCRM ProcessesDocumentation

Required