Icertis L2 Support

Role Description
Icertis L2 Support
Associate III - Production Support
Who We Are
Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you'll create a boundless impact that transforms your career—and the lives of people across the world.

Visit us at

You Are
Provide Level 2 production support for Icertis CLM, including incident, problem, and service request management.

The Opportunity

• Analyze and resolve issues related to :
• Contract templates, clause libraries, and fallback logic
• Workflows, approvals, and rule configurations
• Metadata, attributes, and contract type configurations
• Perform root cause analysis for recurring functional and configuration issues.
• Support minor enhancements and configuration changes (non-code).
• Troubleshoot integration-related issues and coordinate with L3 teams where required.
• Support user access, role assignments, and permission issues.
• Execute data corrections, metadata updates, and configuration fixes as approved.
• Support UAT and regression testing for fixes and minor releases.
• Maintain support documentation, knowledge articles, and runbooks.
• Work closely with L1 support, business users, and L3 technical teams to ensure timely resolution.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What You Need

• 3+ years of experience supporting Icertis CLM (ICI) in production environments.
• Strong hands-on knowledge of Icertis functional configurations (templates, clauses, workflows, metadata).
• Understanding of contract lifecycle processes
• Experience working with ITSM tools (ServiceNow )
• Strong analytical, communication, and stakeholder coordination skills.

Benefits
Employees receive mandatory and non-mandatory benefits such as fourteen (14) days of vacation beginning on the date of hire, vacation premium, ten (10) paid holidays, a Christmas Bonus of thirty (30) days' pay, Monthly Food Vouchers, Saving Fund, and health insurance. Certain employees may be eligible for additional Company benefits beginning on the date of hire, including dental, disability and life insurance plans; four (4) days of personal time off per year, up to three (3) days of paid medical leave per year, and up to three (3) days of paid bereavement leave per year.

What We Believe
We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

Humility
We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity
Through business, we will better the lives of those less fortunate than ourselves.

Integrity
We honor our commitments and act with responsibility in all our relationships.

An Equal Opportunity Workplace, Free of Discrimination and Harassment
At UST, we strive to provide a work environment free of discrimination and harassment. We are an equal opportunity employer and employment decisions are based on merit and business needs. Our Human Rights Policy further illustrates our stand on this. We are committed to following fair employment practices that provide equal opportunities to all employees. We do not discriminate or allow harassment on the basis of race, color, religion, disability, gender, national origin, sexual orientation, gender identity, gender expression, age, genetic information, military status, or any other legally protected status. At UST, we value diversity and believe that a diverse workplace builds a competitive advantage.

Un lugar de trabajo con igualdad de oportunidades y libre de discriminación y acoso
En UST, nos esforzamos por proporcionar un ambiente de trabajo libre de discriminación y acoso. Somos un empleador que ofrece igualdad de oportunidades y basa las decisiones de empleo en los méritos y las necesidades del negocio. Estamos comprometidos a seguir prácticas de empleo justas que brinden igualdad de oportunidades a todos los empleados. No discriminamos ni permitimos el acoso por motivos de raza, color, religión, discapacidad, género, origen nacional, orientación sexual, identidad de género, expresión de género, edad, información genética, estado militar o cualquier otro estado legalmente protegido. En UST, valoramos la diversidad y creemos que un lugar de trabajo diverso construye una ventaja competitiva.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

Skills
icertis clm,workflows,itsm tools,production support,incident management,contract lifecycle management,