Job Description

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Job Title: Enterprise Contract Management System (ECMS) Support Executive
Posting Start Date: 17/04/2025
:
Office of Legal Affairs
We are seeking a detail-oriented and proactive ECMS and Contract Analytics (Data Lakehouse), (collectively referred to as system) Support Executive to provide operational and technical support. The ECMS is a University-wide contract lifecycle processes. The Contract Analytics (Data Lakehouse) offers a consolidated dashboard view of all contracts data from the ECMS and all other contract sub-systems.
The successful candidate will oversee operations, user support, and contract integrity through effective contract workflow, governance, risk management, and reporting. This role will work closely with internal stakeholders to ensure that the contracting community adheres to the University Contract Governance Framework (UCGF), and that the ECMS and Contract Analytics (Data Lakehouse) fulfil the University's purposes.

• User Licence Issuance & Transition:

- Grant system access to NUS staff who are users and manage replacement and removal of users.
- Assist with user log-in and interoperability issues with integrated systems.

• User Support & Training:

- Provide support for users, respond to inquiries and troubleshoot technical issues.
- Resolve configuration and customization defects.
- Work with users and legal counsels to keep system up to date with any business changes, e.g. update contract templates, workflows and system configurations.
- Conduct training sessions for new users to ensure they understand the system, its functionalities, and processes.
- Create, produce and update content, including templates, guidance notes, playbooks, checklists, self-help resources, training decks, videos, and other educational materials.

• System Monitoring & Maintenance:

- Ensure the system is operating efficiently by monitoring system performance and promptly addressing any technical issues or system bugs. Fix configuration or customisation error caused by feature changes in platform.
- Review and assist with new configurations, customisation and integration development (e.g. new contract templates and workflows).
- Remediate issues with integrated systems connected to Integrated Communication interface (ICI).
- Assist with data fixes (unless caused by platform error).
- Test user specific configurations, ICI functionalities as part of any release, before collaborating with central NUS IT teams to implement system updates and improvements to production environment.
- Perform post-upgrade sanity checks - to ensure that the configurations /implementations run smoothly.

• Contract Data Repository:

- Assist in managing the central storage of contracts on the system, ensuring all contracts are properly categorized, indexed, and easily accessible to authorized users. Support users in the process of uploading, reviewing, and finalizing contracts.

• Risk Management & Compliance:

- Ensure the contracting workflows and processes operate in compliance with the University Contract Governance Framework (UCGF). In particular, work with the Office of Risk Management (ORMC) to maintain and update risk checklists and risk summary forms in the system. Assist in the identification of potential system risks or data and prepare for internal and external audits from time to time.

• Reporting & Documentation:

- Assist in the preparation of various reports related to contract operations, risk management, and system usage. Provide detailed analysis of contract data to maintain Key Performance Indicators (KPIs) and service levels, to support decision-making.

• Continuous Improvement:

- Contribute to the ongoing enhancement of the system by gathering user feedback by conducting user surveys and identifying opportunities for system or process improvements.
Qualifications

• A Bachelor's degree in Information Technology or equivalent qualification in a relevant field (e.g., Information Systems, Computer Science).
• At least 2 years of experience in a software management or IT support role, preferably within a large organization.
• Skills:

• Basic understanding of contract management principles, risk management, and compliance.
• Strong organizational, communication, and problem-solving skills.
• Proficiency in office software (Microsoft Office, Power BI, Power Apps, Google Workspace,).
• Familiarity with contract management systems such as CLM platforms like Icertis CLM would be considered.