[Hiring] Lead Analyst @Smurfit Westrock

Role Description

The Lead Analyst is responsible for the functional support, administration, and continuous improvement of business systems used by the Legal, Procurement, Safety, Quality, and Environmental teams. The role serves as the primary support lead for Icertis, partnering with Legal and Procurement business users and Category Managers to promote effective system use, resolve issues, improve processes, and coordinate with internal IT teams and external partners. This position also supports additional applications within the Safety, Quality, and Environmental portfolio.

Key Responsibilities

• Serve as the lead functional and application support resource for Icertis and assigned Safety, Quality, and Environmental systems.
• Provide timely support to Legal, Procurement, Category Managers, and other end users by diagnosing issues, coordinating resolution, and communicating status.
• Develop a strong understanding of contract lifecycle management processes, system configuration, integrations, data flows, and user roles.
• Partner with business stakeholders to gather, clarify, and document requirements for enhancements, new capabilities, reports, and process improvements.
• Translate business needs into clear functional requirements and work with technical teams, vendors, and service partners through design, testing, implementation, and support.
• Coordinate incident, request, problem, and change-management activities in accordance with established IT processes.
• Lead root-cause analysis for recurring issues and recommend sustainable corrective actions.
• Plan and execute functional testing and user acceptance testing; document results and support production readiness.
• Create and maintain support documentation, process flows, knowledge articles, training materials, and standard operating procedures.
• Deliver user guidance and training that improves adoption, data quality, and consistent use of supported systems.
• Monitor system performance, interfaces, access, and data quality; escalate risks and service issues as appropriate.
• Support system upgrades, releases, patches, and vendor-delivered changes, including impact assessment and stakeholder communications.
• Identify opportunities to simplify processes, reduce manual effort, strengthen controls, and improve the end-user experience.
• Maintain effective working relationships across Legal, Procurement, Safety, Environmental, IT, and third-party providers.

Qualifications

• Minimum of three years of experience as a subject matter expert, business systems analyst, IT analyst, or similar role supporting end users and IT teams.
• Experience providing functional support for enterprise business applications, including incident resolution, requirements analysis, testing, documentation, and user training.
• Demonstrated ability to work effectively with business stakeholders and technical teams across multiple functions.
• Strong analytical and problem-solving skills, with the ability to investigate issues and explain solutions clearly to technical and nontechnical audiences.
• Strong written and verbal communication skills, including the ability to document requirements, processes, decisions, and support procedures.
• Ability to manage competing priorities, follow issues through resolution, and work independently with appropriate escalation.

Requirements

• Experience supporting Icertis or another contract lifecycle management (CLM) platform.
• Experience working with Legal, Procurement, strategic sourcing, or Category Management processes.
• Experience supporting BGS (Benchmark Gensuite) or a similar Safety and Environmental management platform is preferred.
• Familiarity with application integrations, access management, reporting, data governance, and vendor management.
• Bachelor’s degree in Information Systems, Business, Supply Chain, or a related field, or equivalent relevant experience.

Core Competencies

• Customer-focused application support
• Business and systems analysis
• Stakeholder partnership and communication
• Requirements definition and process improvement
• Incident, problem, and change management
• Testing, documentation, and training
• Ownership, prioritization, and follow-through

Key Working Relationships

• Legal business users and leadership
• Procurement business users and leadership
• Category Managers
• Safety and Environmental teams
• IT application, integration, security, infrastructure, and service-management teams
• Software vendors and external service providers