Analyst, Legal Operations at PTC… · USA -…

Summary: PTC Therapeutics is a global commercial biopharmaceutical company committed to extending life’s moments for those living with rare diseases. The Legal Operations Analyst provides operational and technical support for the Legal department, focusing on technology and reporting needs, including managing the service desk and improving service delivery. Responsibilities: - 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 - 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 - 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 Required 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 Preferred Qualifications: - 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) Required Skills: Enterprise Contract Lifecycle Management (CLM), ServiceNow, Power BI, Excel, Healthcare Compliance Certifications, SQL, Programming - Python, Programming - JavaScript, Customer Service Orientation Benefits: Short- and long-term incentives, Medical, dental, vision, and retirement savings plans