Analyst, Legal Operations remote type Hybrid locations USA - New Jersey - Warren time type Full time job requisition id R3716

Job Description

Summary: The Legal Operations Analyst provides day-to-day operational and technical support for the Legal department’s technology and reporting needs, with a focus on the company’s Enterprise Contract Lifecycle Management Tool (CLM), ServiceNow and related legal technology. This role manages the Legal service desk queue, supports end users across multiple channels, and partners with IT and Legal stakeholders to improve service delivery, system adoption, and data-driven insights through dashboards and reporting. Job Description: Responsibilities: Legal Technology Support / Service Desk Provide day-to-day technical support for Legal technology, including CLM and related Legal applications and workflows. Support users via phone/email/chat/walk-in/self-service for incidents and service requests. Manage the ServiceNow ticket queue, including: Triage, categorize, and prioritize incidents and requests Route/escalate to IT, vendors, or internal owners as appropriate; track progress and drive timely resolution Communicate status updates and resolutions; ensure accurate documentation and closure in ServiceNow Participate in system upgrades, release testing/UAT, service improvement initiatives, and service requests; document changes and support go-live activities. Maintain and improve knowledge articles/FAQs and standard work instructions to increase self-service resolution and consistent support. Reporting, Metrics, and Analytics Partner with IT and Legal stakeholders to define KPIs and measurement requirements (e.g., ticket volume, SLA performance, adoption, contract cycle time, data quality). Support monthly reporting through data/input collection, coordination, and organization, including web-based programs, Excel, and data tracking applications. Design/build Power BI dashboards and recurring reports; publish insights and highlight trends/opportunities. Design/build Excel models/tools (templates, trackers, reconciliation tools) to support operational reporting and process monitoring. Perform basic data validation and quality checks; identify root causes of recurring issues and recommend corrective actions. Training, Enablement, and Process Improvement Design and deliver end-user trainings and develop training materials (job aids, quick reference guides, videos) for Legal applications and workflows. Provide best-practice guidance to improve system usage, data quality, and user adoption. Continuously identify opportunities to streamline intake/support workflows, improve CLM configurations/usage, and enhance reporting automation. Qualifications: Bachelor’s degree or equivalent relevant experience. Experience in a service/support, operations, systems, or analytics role (experience supporting business applications preferred). Demonstrated proficiency with Power BI and Excel (including building repeatable reporting tools). Strong customer service orientation, communication skills, and ability to translate technical concepts for non-technical users. Strong organizational skills with the ability to manage priorities in a ticket-queue environment. Special knowledge or skills and/or licenses or certificates preferred. Healthcare Compliance Certifications SQL / databases experience (querying, data extraction, validation) is a plus. Experience supporting CLM and/or Legal department processes. Experience using ServiceNow (incident, request, knowledge, reporting). Programming/scripting experience (Python and/or JavaScript) is a plus (automation, integrations, data transformation).

• Travel requirements-0-10%

Office-based position with hybrid flexibility. Expected Base Salary Range: $56,400 – 70,900. The base salary offered will be contingent on assessment of candidate education level, background, and experience relative to the requirements of the position they are being considered for, as well as review of internal equity. In addition to base salary, PTC employees are also eligible for short- and long-term incentives. All eligible employees may also enroll in PTC’s medical, dental, vision, and retirement savings plans. Apply To this Job