Icertis Technical Support

About Us

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

Job Description

HelloFresh is seeking a qualified Icertis Technical Support to manage and maintain our Icertis Contract Lifecycle Management system. This role involves providing technical support for the global rollouts of the system, overseeing integrations, and ensuring optimal system uptime. Additionally, the consultant will collaborate closely with business stakeholders, such as Legal and Procurement, to enhance the system and improve the user experience.

Above all, we are looking for people who will make HelloFresh better. We believe there are many different ways of developing skills and we love diverse experiences! So even if you don't tick all the boxes but think you'd thrive in this role, we would really like to learn more about you.

WHAT YOU'LL DO

• Responsible for Icertis system configuration, support, and maintenance activities such as:

  • Setup of new users, user and security groups

  • Setup of new attributes, clauses, templates, and contract types

  • Setup of new workflow rules

  • Performing regular tests and root cause analyses

  • Review of platform-to-platform transfers between instances

  • Icertis Bug fixes

• Oversee and maintain Icertis Integrations and fix bugs

• Collaborate with Technical Teams to ensure Icertis fits into the broader HelloFfresh system architecture

• Collaborate with external parties (e.g. Icertis or implementation Partner) to address technical issues and enhance system performance

• Work with business stakeholders across various departments to understand their requirements and guide them on using the CLM system effectively.

• Conduct technical training sessions for key users.

• Formulate actionable recommendations/ workarounds based on data to meet business needs
  

WHAT YOU'LL BRING

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field. A masters degree is preferred but not mandatory.

• 2 years + experience with Icertis implementation, configuration, and maintenance in a multi-national environment

• Experience with data migration and integration strategies for CLM systems.

• Exemplary and demonstrable stakeholder management experience across diverse stakeholder groups

• Ability to translate business requirements with complex business scenarios into changes to contracts, including attributes and rules

• Certifications in relevant technologies or methodologies (e.g., Icertis, other CLM certifications, PMP, Agile) are desirable.

SOFT SKILLS

• Professional proficiency in English both oral and written

• Good communication and stakeholder management skills, with the ability to effectively interact with both technical and non-technical audiences.

• Strong analytical, problem-solving, and critical thinking skills

• Strong attention to detail and organizational skills

• Organized and excellent time management skills

• Always have a Can Do attitude, ready to support the team

• Responsible, adaptable, and able to work in a fast-paced environment and navigate complex situations

• Comfortable with ambiguity

• Nice-to-have: experience working with international companies or teams

Why work for us?

At HelloConnect, you'll join an organization that values innovation and leverages cutting-edge technology to transform customer experiences. With a collaborative culture, continuous learning opportunities, and a customer-centric focus, you'll contribute to impactful projects that drive business success. Upholding ethical standards and promoting diversity and inclusion, HelloConnect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.

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