---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Explore

# Exploring Contract Management Pro {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Exploring Contract Management Pro

Contract Management Pro is a comprehensive solution designed to streamline contract lifecycle management within ServiceNow.
It enables customers to create and manage contract document templates, clauses, and clause variations, initiate contract and amendment requests, and leverage AI capabilities to analyze contracts and extract metadata.
The solution supports multiple signature methods including e-signatures and wet signatures, and integrates with external storage systems for contract document management.
Show full answer Show less  

## User Roles and Responsibilities

The solution defines distinct user roles to facilitate contract management processes:

* **Contracts Core Administrator and Configurator:** Manage contract records, user roles, system configurations, templates, and external system integrations.
* **Contracts Core Fulfiller and User:** Initiate, fulfill, and track contract and amendment requests.
* **AI Roles:** Install and configure ServiceNow Otto AI, analyze contracts for deviations, extract metadata, and perform conversational searches within contract documents.
* **Contract Reviewer:** Review contract documents and manage clauses.
* **Contract Report Viewer and Publisher:** Access and publish contract-related reports and analytics.
* **Obligation Management Roles:** Submit, fulfill, and administer contract obligations ensuring compliance and risk mitigation.

## Contract Request Workflows

Contract Management Pro supports two primary workflows:

* **Self-Served Contract Requests:** Contract requesters initiate requests using templates with dynamic metadata, clauses, and signatories. Contract fulfillers review, approve, and send contracts for signatures. If signatories decline, documents are revised and resubmitted. Signed contracts are stored and accessible via the contract repository.
* **Non-Self-Served Contract Requests:** Requesters upload and classify contracts and supporting documents. Fulfillers may reclassify, modify documents, and manage signature order and fields. The signing process includes approval workflows, and signed contracts are stored similarly for access by requesters and departments.

## Key Features and Benefits

* **Word Document Templates:** Streamline contract creation with dynamic templates that reduce rework and maintain consistency.
* **Clause Management:** Maintain a library of clause variations to dynamically tailor contracts based on conditions.
* **Microsoft Word Add-in:** Facilitate easier editing and markup of contract templates using Word content controls.
* **Contract and Amendment Requests:** Support both self-served and non-self-served initiation and management of contracts and amendments.
* **Obligation Management:** Track and manage obligations to ensure compliance and reduce risk.
* **Integration with External Systems:** Enable connectivity with external storage and e-signature providers for seamless document handling.
* **Contracts Dashboard and Workspace:** Provide insights into contract volumes, prioritize tasks, and enhance efficiency with actionable widgets.
* **AI Capabilities:** Use ServiceNow Otto AI to identify non-standard clauses, extract metadata, and enhance contract repository information.

## Practical Impact for ServiceNow Customers

By implementing Contract Management Pro, customers can expect a more efficient and standardized contract lifecycle process. The solution reduces manual effort through automation and AI, improves contract compliance, and integrates seamlessly with existing document and signature systems. This leads to faster contract turnaround, better risk management, and enhanced visibility into contract performance and obligations.  
Learn more about the Contract Management Pro application through a sample workflow and review the benefits that it can provide.

## Contract Management Pro overview {#cncore-expl-cmpro__cf-exploring-parent-overview}

Contract Management Pro solution enables you to set up contract document templates, clauses, and clause variations, and to initiate contract and amendment requests. The solution uses AI to analyze contracts and extract metadata. It also supports e-signatures, wet signatures, and external storage systems.

## Contract Management Pro users {#cncore-expl-cmpro__cf-exploring-parent-users}

{#cncore-expl-cmpro__table_rtl_l3k_pfc__entry__2}

| User | Description |
|-|-|
| Contracts Core administrator | Contract administrator manages contract records, user roles, and system configurations. |
| Contracts Core configurator | Contract configurator manages the configurations related to Contract Management Pro. They configure contract templates, external systems, and configuration rules. |
| Contracts Core fulfiller | Contract fulfiller initiates actions while fulfilling an assigned contract execution. This includes tasks such as creating revisions, adding signers, and canceling signer assignments. |
| Contracts Core user | Contract users initiate and track contract and amendment requests. |
| AI administrator | AI administrator installs ServiceNow Otto for Contract Management Pro and activates skills. |
| AI configurator | Configures the use case mappings for theServiceNow Otto for Contract Management Pro application. |
| AI contract fulfiller | Uses ServiceNow Otto for Contract Management Pro to analyze contract documents for deviations, extract metadata and obligation from signed contracts, and perform conversational search to query the contract repository and signed contract documents. |
| Contract reviewer | Contract reviewers review contract documents, track review tasks, and use clause library to add appropriate clauses. |
| Contract report viewer | Contract report viewer views contract reports, analyse contract trends, and support data-driven decision making. |
| Contract report publisher | Contract report publisher publishes reports on Contracts Dashboard. |
| Obligation user | Obligation user submits obligation request. |
| Obligation fulfiller | Obligation fulfiller initiates actions while fulfilling an obligation. This includes tasks like create obligations, approve, reject, or cancel obligation tasks. |
| Obligation administrator | Provides administrative access to Obligation management and underlying data. |
[Table 1. Users]

{#cncore-expl-cmpro__table_rtl_l3k_pfc}

## Self-served contract request workflow {#cncore-expl-cmpro__cf-exploring-parent-workflow}

The following image provides an overview of the self-served contract requests.
Figure 1. Self-served request workflow  
1. The contract requester initiates a contract request.
2. A contract document is generated from a contract template and the metadata, clauses, signatories, and tables are added dynamically according to predefined conditions.
3. The contract fulfiller views the contract document and does one of the following actions:
   1. If no changes are required, gets approval from stakeholders. Sends the contract document for signature.
   2. If any changes are required, uploads a new revision of document and gets approval from stakeholders before sending it for signature.
   {#cncore-expl-cmpro__ol_efm_22z_zbc}
4. If any signatory declines the document, it is sent back to the requester to be reworked and the revision is sent for signature.
5. After all signatories have approved the document. The signed contract is attached to the contract request record.
6. The signed contract is stored on the ServiceNow instance or an external storage system and referenced in the contract repository. The requester and department members can access the signed contract document from the Contracts repository.
{#cncore-expl-cmpro__ol_hpn_fnv_fxb}

## Non-self-served contract request workflow {#cncore-expl-cmpro__section_dlm_1p2_sfc}

The following image provides an overview of the non-self-served contract requests.
Figure 2. Non-self-served request workflow  
A workflow for non-self-served contract request might progress as follows:

1. The Contract requester initiates a contract request from the workspace.
2. The Contract requester uploads a single contract or multiple contracts and their supporting documents and classifies them.
3. The contract fulfiller views the contract document attached to the contract request.
4. If necessary, the contract fulfiller reclassifies the contract and supporting documents.
5. The contract fulfiller views the contract document and does one of the following actions:
   1. If no changes are required, gets approval from stakeholders. Sends the contract document for signature.
   2. If any changes are required, modifies the contract document, gets internal or ad-hoc approval if required. Uploads new revision of the contract document and sends for signature.
   {#cncore-expl-cmpro__ol_bf1_htz_sfc}
6. If there are multiple contract documents, the contract fulfiller prepares for signatures by specifying the order. If there's an e-signature, the contract fulfiller adds the required fields and sends the contract document for signature.
7. Signatories review the contract document.
   * If no change is required, the contract document is signed by all the signatories.
   * If any changes are required, the signature is declined, and the user who is working on the contract request generates a new document and resends it for signature.
   {#cncore-expl-cmpro__ul_njy_j3d_gbc}
8. The signed contract is stored on the ServiceNow instance or an external storage system and referenced in the contract repository. The requester and department members can access the signed contract document from the contracts repository.
{#cncore-expl-cmpro__ul_tbs_bng_fwb}

## Contract Management Pro benefits {#cncore-expl-cmpro__cf-exploring-parent-benefits}

{#cncore-expl-cmpro__table_utl_l3k_pfc__entry__3}

| Feature | Benefit | Users |
|-|-|-|
| [Word Document Templates](https://servicenow-prod.fluidtopics.net/2FRwWiWl39M4XuyfVT~hsg "Microsoft Word based contract template, enables you to create templates that are used to generate contracts or documents according to a submitted request.") | Configure word document templates for contract to streamline and reduce the need for rework and maintain uniformity across generated contract documents. Set up dynamic content generation through mappings and conditions for clauses and tables. | Contract configurator |
| [Clause Management](https://servicenow-prod.fluidtopics.net/VHAEH2KNJ8UOOXF2ugb2_g "Clause management enables you to effectively manage a library of clauses, clause variations, and word document templates.") | Effectively manage a library of clause variations. Use clause variations to dynamically place content in a contract depending on the specified conditions. | Contract configurator |
| [Microsoft Word add-in for ServiceNow Contracts](https://servicenow-prod.fluidtopics.net/O93r8iOPMzU62Iw4dodnDA "Microsoft Word add-in for ServiceNow Contracts enables you to add content controls in a Microsoft Word document in both Windows and macOS systems. Content controls act as placeholders for content in a document template") | Use Microsoft Word documents to add content controls that act as placeholders for the content. Word templates are easier to review, mark up, and modify. | Contract configurator |
| [Contract and amendment requests](https://servicenow-prod.fluidtopics.net/fckMsb~zyAhTl9X562A_xw "Contract Management Pro supports initiation of self-served contract requests, non-self-served contract requests, and amendment requests") | Initiate self-served or non-self-served contract requests. | Contract user |
| [Contract amendments](https://servicenow-prod.fluidtopics.net/NJEB2bcOZWoSi1fa2hwhTQ "The contract amendment workflow enables you to initiate, manage, and track changes to existing contracts through amendment requests.") | Initiate and manage amendment requests. | Contract user, Contract fulfiller |
| [Obligation Management](https://servicenow-prod.fluidtopics.net/nRLVbp_a3i6ZpTu5UNeIMg "Obligation Management in Contract Management Pro enables you to track and fulfill contractual responsibilities by creating obligation records and managing associated tasks.") | Track and manage contract obligations to help ensure compliance and minimize risks. | Obligation fulfiller or Obligation user |
| [Configuring external applications for Contract Management Pro](https://servicenow-prod.fluidtopics.net/Ti~IsyiFH1ShxPO0p0r_SA "Set up external applications that provide services such as electronically signing contract documents and saving signed contracts or the documents related to requests in an external storage system.") | Integration with external storage and electronic signature providers. | Contract configurator |
| [Contracts Dashboard](https://servicenow-prod.fluidtopics.net/Dd77~M365eKTdsAIJZfdKg "With Contracts Dashboard, you can make data-driven decisions by analyzing the trends and insights derived from the contract request data.") | Get an insight on the volume of contract requests that are handled by your team. | Contract fulfiller |
| [Contract Workspace](https://servicenow-prod.fluidtopics.net/f7YKOHFBoXAscF_pZM15Eg "As a contract fulfiller, you can work with the actionable widgets on Contract Workspace to categorize, prioritize, and efficiently work on contract requests.") | Work with actionable widgets to categorize, prioritize, and efficiently work on contract requests. | Contract user or Contract fulfiller |
| [AI capabilities in Contract Management Pro](https://servicenow-prod.fluidtopics.net/r_N0FCRhN5b6MNRmfCmt6Q "Use AI capabilities to identify non-standard and missing clauses in contracts, extract metadata and obligations from signed contracts, and search contract metadata and documents using natural language.") | Use ServiceNow Otto for Contract Management Pro to analyze contracts for non-standard and missing clauses, and to extract information from signed contracts to add in the contract repository. | AI contract fulfiller |
[Table 2. Contract Management Pro benefits]

{#cncore-expl-cmpro__table_utl_l3k_pfc}

## What to explore next {#cncore-expl-cmpro__cf-exploring-parent-links}

To learn more about configuring and using Contract Management Pro, see:

* [Configuring Contract Management Pro](https://servicenow-prod.fluidtopics.net/0I_qTd9Za6FRUMwY79b3uA "Install and configure foundational data for Contract Management Pro to effectively manage contract lifecycle for your organization.")
* [Using Contract Management Pro](https://servicenow-prod.fluidtopics.net/eFztMBXV2zbblgH1O9CQ6A "Use Contract Management Pro to initiate and manage contract requests for self served and non-self served contracts.")
* [AI capabilities in Contract Management Pro](https://servicenow-prod.fluidtopics.net/r_N0FCRhN5b6MNRmfCmt6Q "Use AI capabilities to identify non-standard and missing clauses in contracts, extract metadata and obligations from signed contracts, and search contract metadata and documents using natural language.")
* [Managing Contract Management Pro](https://servicenow-prod.fluidtopics.net/q60ux862KCMSkDMzFjjt2Q "As administrator work on managing the word document templates, contracts and view analytics.")
* [Contract Management Pro reference](https://servicenow-prod.fluidtopics.net/I__Me~VmlbDS5FZHDy_BFg "Reference topics provide additional information about Contract Management Pro.")
{#cncore-expl-cmpro__ul_vtl_l3k_pfc}