Analyst, Legal Operations
PTC Therapeutics is a global commercial biopharmaceutical company committed to improving the lives of those with rare diseases. The Legal Operations Analyst will provide operational and technical support for the Legal department, focusing on technology and reporting needs, while managing service desk queues and enhancing 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 Skills 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 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) Benefits Short- and long-term incentives Medical, dental, vision, and retirement savings plans Company Overview PTC is a patient-centered biopharmaceutical company focused on discovering, developing & commercializing medicine for children and adults living with rare and serious disease. It was founded in 1998, and is headquartered in South Plainfield, New Jersey, USA, with a workforce of 501-1000 employees. Its website is Company H1B Sponsorship PTC Therapeutics, Inc. has a track record of offering H1B sponsorships, with 1 in 2026, 7 in 2025, 9 in 2024, 14 in 2023, 31 in 2022, 13 in 2021, 6 in 2020. Please note that this does not guarantee sponsorship for this specific role.