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Contract Setup and Assembly Senior Analyst with English

Job Location: Bucharest

Regional Description: Romania

Job Number: 00550866


- Job description

Key Deliverables & Responsibilities:

Delivery of the following services (but not limited to):

  • Assisting Client Delivery and Sales personnel with end to end process of creating and managing contracts in our internal systems
  • Making sure the deal is set up correctly and submitted to pass the pre-validation criteria first time right
  • Work together with operations to make sure the deal flows through the process in a timely manner, issues are solved and on-holds are prevented
  • When contract is ready for signature, facilitate the steps for customer signature
  • When signed, proceed with the required additional information and documentation so all is ready for agreement set up
  • Monitor deal set up in the systems (includes billing when Premier)

Assist Client Delivery personnel in providing a world-class service to our main enterprise customers and partners

  • Provide quality delivery of service center catalog items in line with catalog process descriptions and targets, ownership of issues and follow-through
  • Carry out regular quality reviews to ensure the processes are being followed and verify the quality of deliverables
  • Ensure services are delivered to the agreed targets. Where issues occur, log them and take action on them per defined processes
  • Update tools and processes according to the business changes

Building Relationships

  • Work with the Service Center delivery leads and delivery managers to resolve escalations and to improve internal processes & policies
  • Collaborate with Client Delivery personnel to offer customer satisfaction
  • Promote teamwork and collaboration through a positive attitude and effective communication
  • Promote cross-regional collaboration and support the global community, by sharing best practices and operational improvement opportunities to improve Service Center Services

Business & Technology Insights

  • Understand current business processes & tools which impact our service delivery and work with the necessary owners internally to resolve any issues, and fix processes
  • Identify issues that are systemic and report on key trends
  • Provide feedback, recommendations and data that contributes to refinement of processes, and deliverables
  • Possess good technical expertise in relevant Client technologies to quickly understand incidents and provide a high-level review to all stakeholders

Subject Matter Expert skills

  • Act as an escalation resource to Specialists to ensure delivery according to defined processes and service descriptions
  • Assist in developing and providing training to additional Service Center members
  • On boarding new Service Center team members
  • Assisting and performing Quality Assurance measures for Service Center


  • Bachelor Degree or equivalent experience desirable
  • Excellent written and oral English language skills
  • Strong written and verbal communication skills to enable you to articulate complex problems succinctly
  • confidence in handling and calculating financial information/ strong at math
  • Experience in an enterprise support and/or customer service environment with a strong understanding and knowledge of support, customer service delivery and/or the consulting industry and processes
  • Passion for and track record for delivering great customer experiences
  • Strong organizational, communication, project management, negotiation, stakeholder management and problem-solving skills
  • Ability to follow instructions, review team process documentation and provide knowledgeable feedback – be able to identify a red flag or roadblocks in the processes, report and address them in a proactive and timely manner
  • Ability to develop and maintain good working relationships across functional groups.  Ability to work independently, while in a team environment
  • Organizational skills to be able to document and quickly reference information and knowledge provided by internal resources and manage multiple requests and deliver in a timely manner 
  • Proven problem-solving skills, the ability to think critically and use a logical approach to determine the best solution/innovative ideas in ambiguous situations where minimal information is provided

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