Analyst 2, Cust Contract Admin

Service Portfolio Analyst Position Summary:

The Service & Support Analyst is responsible for evaluating and responding to customer contract redlines related to service terms, SLAs, warranties, and support obligations. This role partners closely with Contracts, Sales, and Service Operations to interpret risk, propose compliant alternatives, and craft clear, timely responses that protect the company while meeting customer requirements or requests. The analyst maintains redline response repository and ensures alignment with policy, regulatory standards and ability to operationalize requests. Success in this role requires strong contract literacy, attention to detail, and the ability to communicate complex service provisions in a customer-friendly, solution-oriented manner.
In addition, the analyst will work closely with Sales, Technical and Field Service, Contracts and Quoting to review the customer's products to determine eligibility to renew contracts with a new support agreement. The analyst would be responsible for reviewing product eligibility across multiple Client solutions by reviewing review versions, configurations, and product lifecycle status. The analyst will validate serials/SKUs, assess compatibility with service delivery capabilities, identify gaps (e.g., end-of-support units, third‐party devices, or non-standard configurations), and recommend any available remediation paths such as upgrades, substitutions, time and material or tailored support exceptions. The analyst will provide final review in a clear output for accurate quoting, entitlement setup, and ongoing service execution. Strong cross-functional collaboration, analytical skills, and a pragmatic approach to risk management are essential.

Qualifications:

• Bachelor's degree required
• Minimum 2 years experience with commercial contracting or other service and support relevant experience
• A strong focus on detail and accuracy of work
• Ability to prioritize multiple tasks efficiently
• Excellent organizational, written, communication, and interpersonal skills
• Individual must be comfortable in a fast-paced environment; be a team player and results oriented
• Proficient in Excel, SAP, Salesforce and Power BI
  

Key Competencies

• Organizational Agility
• Process Effectiveness/Continuous Improvement
• Accountability and Empowerment
• Analytical and Problem-Solving Orientation
• Strategic Partnership and Customer Support
• Maintains high standards of professionalism and integrity.