Lead Service Management Analyst(Problem\Change Management)

Opentext - The Information Company

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

The Opportunity

This position offers staff the opportunity to utilize their analytical, process development and communication skills daily.

The focus is Service Management (Problem and Change Management) and effectively managing and enhancing the function with simplicity in mind for our staff while maintaining a high standard to satisfy all audit requirements.

What You Are Great At

• Training new IT staff within each process via live video globally
• Managing planned production Changes and ensuring all requirements (e.g., documentation, approvals, communications) are in place
• Managing post Incidents activities (Problem Management): Root Cause, Preventative Actions, Monitoring, Process review
• Communicating: Professional communications, both verbal and written
• Preparing/maintaining clear and concise policy (Audit ready) process documentation
• Reporting: preparing/circulating key metrics to Senior Leadership reports
• Analyzing Data and Root Cause: Identify system risks, audit risks, process risks and gaps, trends, and offer recommendations for improvement
• Applying Critical Thinking: Regular process reviews, assess constraints/limitations and offer recommendations

What It Takes To Excel

• There may be a requirement to manage email outside of business hours for business need
• Strong independent problem solving and decision-making abilities
• Strong communication, both written and verbal
• Service oriented and strong soft skills
• Strong understanding and application of the ITIL framework
• Ability to interface confidently with internal customers of various skill sets, expertise, and seniority (e.g., Senior Leadership)
• Capable of working a challenging and changing environment
• Ability to produce effectively while working individually or within a small team with minimal supervision

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at 1-800-499-6544.