Sr. Service Management Analyst(Incident Manager)

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, organizational, process development and communication skills daily.

The focus in Major Incident Management and effectively driving the process with speed, clarity and efficiency in mind, while maintaining a high standard to satisfy all audit requirements.

What You Are Great At

• Manage unplanned production outages and ensure all requirements (e.g., managing escalations, communications, driving resolution activities, documentation and availability metrics are in place
• Maintain clear and concise policy (Audit ready) process documentation
• Analyzing Data and Root Cause: Identify system risks, audit risks, process risks and gaps, trends, and offer recommendations for improvement
• Critical Thinking/Improvements: Regular process reviews, assess constraints/limitations and offer recommendations
• Reporting: prepare/circulate key metrics to Senior Leadership
• Communication: Professional communications, both verbal and written is vital
• Participate in post Incidents activities (Problem Management): Root Cause, Preventative Actions, Monitoring, Process review
• Train new IT staff via live video globally

What It Takes To Excel

Strong understanding and application of the ITIL framework

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

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.