Job Summary

The IT Contract Operations Analyst is responsible for operationalizing IT and software contracts across the organization. This role focuses on interpreting US‑based IT contracts, extracting and maintaining key commercial and operational terms, configuring contract and SLA data in ServiceNow, and supporting ongoing contract lifecycle, compliance, and consumption reporting activities.

This position plays a critical role in ensuring contracts are accurately translated into actionable operational data, enabling effective vendor management, financial oversight, and service performance monitoring—particularly for software, SaaS, and cloud services.

Key Responsibilities

Contract Interpretation & Lifecycle Management
• Review and interpret software, SaaS, and cloud contracts, including master agreements, order forms, amendments, and statements of work.
• Extract and document key commercial and operational terms such as pricing models, usage rights, SLAs, renewal terms, notice periods, and termination conditions.
• Create, maintain, and manage contract records in ServiceNow, ensuring accuracy of entitlements, obligations, renewal milestones, and financial metadata.
• Support end to end IT contract lifecycle activities, including onboarding, amendments, renewals, true ups, and contract close out.

SLA & Operational Enablement
• Translate contractual SLAs and service commitments into operational configurations within ServiceNow.
• Support the setup, maintenance, and validation of SLA definitions, performance thresholds, and measurement criteria.
• Partner with service delivery and vendor management teams to ensure contractual obligations are operationally measurable and reportable.

Cloud & Consumption Reporting
• Support contract consumption tracking and reporting for software and cloud agreements, including prepaid and committed spend models (e.g., Azure).
• Develop and maintain consumption, burn down, and run rate reporting to monitor utilization against contractual commitments.
• Identify trends and proactively flag over consumption, under utilization, or financial risk based on usage patterns.

Reporting, Compliance & Audit Support
• Produce recurring and ad hoc reports and dashboards related to contract performance, consumption, renewals, and financial exposure.
• Maintain accurate entitlement and contract documentation to support internal audits, software audits, and compliance reviews.
• Collaborate with technical teams to reconcile discovered usage against contractual entitlements.

Cross Functional Collaboration
• Partner with Procurement, Vendor Management, Finance, Legal, and IT stakeholders to clarify contract terms and support data driven decision making.
• Provide clear summaries of contract terms and risks to non legal and non technical audiences.
• Support continuous improvement of contract operations, reporting standards, and governance practices.

Management Responsibilities

Preferred Qualifications

Education

Bachelor’s degree or other technical certification

Experience

2+ years of experience in IT contract administration, IT asset management, software asset management, or a related operational role.

Demonstrated experience working with US‑based IT or software contracts.

Experience with ServiceNow Contract Management and/or SAM modules strongly preferred.

ITIL Foundation certification preferred.

Minimum Qualifications

2+ years' experience in IT Asset Management or related field. All applicants must be able to complete pre-employment onboarding requirements (if selected) which may include any/all of the following: criminal/civil background check, drug screen, and motor vehicle records search, in compliance with any applicable laws and regulations.

Certifications

ITIL Foundations (or higher).

Work Environment/Physical Demands

Normal office environment. Work involves sitting most of the time, working with computer, keyboard, mouse and headset. All positions require the ability to exert up to 15 pounds of force to lift, carry, push or pull objects.

IT Contract Management Analyst (On Contract)

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