Senior Order & Contract Specialist

Senior Order and Contract Specialist

Role Summary:

The Senior Contract Specialist is responsible for managing customer contracts and orders from entry to completion. This includes ensuring that all contract details are accurately entered and maintained in ServiceNow and SAP, coordinating with Sales, Customer Success Management, Finance, and Delivery teams, and monitoring contract timelines and renewals. The role supports process improvements within the Quote-to-Order and Contract Management functions, resolves issues related to data accuracy or workflow, and provides guidance and training to new team members. The Senior Specialist acts as a key point of contact within the North America Contract Management team to ensure smooth and timely contract operations.

Key Responsibilities:

• Enter new and existing customer contracts and amendments in ServiceNow accurately, ensuring data visibility for billing, operations, invoicing, and finance.
• Collaborate with Customer Success Management, Sales, Project Management and Global Product Management teams for quick contract turnaround and proper contract setup.
• Track contract statuses to ensure timely delivery and follow up on expiring contracts for renewal readiness.
• Handle contract data exceptions, missing approvals, and workflow escalations by coordinating promptly with internal stakeholders.
• Ensure all contract entries comply with Syntax data standards, audit requirements, and documentation policies .
• Perform updates and corrections in SAP (rejected incorrect overages, update profit centers, reconcile discrepancies).
• Collaborate with Billing and Customer Success Management teams to reconcile records between ServiceNow, SAP, and Salesforce systems.
• Lead or actively participate in projects that enhance order‑to‑cash data flow, system integration, and operational efficiency within the North American Contract Management function.
• Provide onboarding and continuous training to new team members.
• Maintain effective communication and coordination with Finance, Project Management, and Operations teams to address requests and resolve issues efficiently.

Additional Responsibilities (as determined by business):

• Communicate monthly QCP (Quantity Confirmation Process) timelines and follow up with Customer Success Managers and other stakeholders as required.
• Serve as a key contact for CMDB and CI topics, ensuring contract and configuration data are properly updated and aligned.

Qualifications:

• Bachelor’s degree in Business Administration, IT, or a related field preferred.
• Minimum 3–5 years experience in contract or order management, ideally within IT or cloud-based environments.
• Knowledge of the Quote-to-Order and Quote-to-Cash (Q2C) lifecycle is preferred.
• Experience in ServiceNow and SAP systems required.
• Strong organizational, analytical, and multitasking skills with attention to detail.
• Excellent written and verbal communication skills and the ability to work across teams and departments.
• Intermediate to advanced knowledge of Microsoft Office (Excel, Word, Outlook) .
• Advanced English; other languages is an asset.

Key Attributes:

• Reliable and detail-oriented, with strong commitment to data accuracy and process completion.
• Proactive problem solver with sound judgment and accountability.
• Effective collaborator who builds positive relationships with internal stakeholders.
• Dedicated to continuous improvement and sharing knowledge with others.