Administrative Skills, Analysis Skills, Communication Skills, Contract Analysis, Contract Approval, Contract Management, Contract Review, Corporate Policies, Cross-Functional, Customer Support/Service, Data Quality, Detail Oriented, Documentation, Establish Priorities, Interpersonal Skills, Microsoft Excel, Microsoft PowerPoint, Multitasking, On Site Support, Operational Support, Organizational Skills, Partner Sales, Portfolio Analysis, Power BI, Presentation/Verbal Skills, Problem Solving Skills, Product Reviews, Product Testing, Regulations, Risk Analysis, SAP, Sales, Salesforce.com, Service Level Agreement (SLA), Stock Keeping Unit (SKU), Writing Skills
Job Title: Analyst 2, Customer Contract Administration (Service Portfolio Analyst)
Location:San Diego, CA 92131 (Onsite)
Work Schedule:Monday Friday, (7:00 AM 3:30 PM) or (8:00 AM 4:30 PM)
Job Summary:
We are seeking an Analyst 2, Customer Contract Administration (Service Portfolio Analyst) to support customer service contract administration and portfolio analysis. This role is responsible for reviewing customer contract redlines related to service terms, service level agreements (SLAs), warranties, and support obligations while partnering with Sales, Contracts, Service Operations, Technical Support, and Field Service teams to ensure customer requirements align with company policies and operational capabilities.
The analyst will also evaluate customer products and configurations to determine eligibility for service contract renewals, validate product information, identify support gaps, and recommend appropriate solutions. This position requires strong analytical skills, contract review experience, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
Responsibilities:
- Review and evaluate customer contract redlines related to service terms, warranties, SLAs, and support obligations.
- Analyze contractual risk and recommend compliant alternatives while balancing customer needs and business requirements.
- Maintain and update contract redline response documentation and repositories.
- Ensure contract language complies with company policies and regulatory standards.
- Review customer products, serial numbers, SKUs, configurations, and lifecycle status to determine service contract renewal eligibility.
- Identify unsupported products, end-of-support equipment, and non-standard configurations.
- Recommend appropriate remediation options, including upgrades, substitutions, tailored support exceptions, or time-and-material service offerings.
- Collaborate with Sales, Contracts, Service Operations, Technical Support, Field Service, and Quoting teams to support accurate quoting and service execution.
- Manage Salesforce cases, email requests, and assigned projects while meeting established service levels.
- Prioritize multiple assignments while maintaining a high level of accuracy and attention to detail.
Required Qualifications:
- Bachelor's degree required.
- Minimum 2 years of experience in commercial contracting, contract administration, customer service support, service operations, or a related business function.
- Strong analytical, organizational, and problem-solving skills.
- Excellent written, verbal, and interpersonal communication skills.
- Ability to work independently and collaboratively in a fast-paced environment.
- Strong attention to detail and commitment to delivering high-quality work.
Required Technical Skills:
Microsoft Excel, SAP, Salesforce, Power BI, Microsoft PowerPoint
Preferred Qualifications:
- Experience reviewing commercial contracts or customer service agreements.
- Knowledge of service renewals, warranties, entitlement management, or contract lifecycle processes.
- Experience supporting cross-functional business teams.
Interview Process: Two rounds (Phone/Video Interview followed by an Onsite Interview).