Opentext Service Delivery Analyst

Open text Service Delivery Analyst - Erlanger, KY

The OpenText – Service Delivery Analyst is responsible for the overall health of the platform, while ensuring solutions are reliable, follow best practices, and leverage the platform to its fullest potential. This position requires the ability to thrive in a fast-paced environment while applying the correct level of urgency to organizational needs and requirements.

Job Responsibilities:

• Provide deep OpenText functional & technical expertise, as well as demonstrated knowledge of key integration points across different modules and technical components.
• Assume full ownership of the support tickets in the respective process area, work with integration, other process teams, development teams, 3rd party support providers to resolve the tickets within Operational/Service Level Agreement limits.
• Understand global template and regional solutions designed/developed by Solution Delivery teams and resolve the tickets keeping the solution intact.
• Perform thorough testing including regression testing before releasing any solution for final user validation.
• Understand and follow ADM IT processes in performing all day-to-day activities.
• Understand ADM IT Service Management process, update incident/problem/service tickets regularly and accurately and document resolution in the service management tool.
• Design and configure minor enhancements following the ADM standard configuration/naming standards, document Functional design documents.
• Help to identify and implement business process continuous improvements opportunities

Minimum Requirements

• Minimum 5 years’ experience with OpenText
• 5 years’ experience in a support analyst role in a medium/large organization.
• Experience with 24x7 support covering all time zones, working with multi-cultural support teams spread across different geographies.
• Stays current on OpenText platform and applicable integrated technologies
• Significant attention to detail and results oriented
• Experience with OpenText Content Server, Archive Server, Directory Services, Web Viewer, Object Importer, and System Center
• Demonstrate working knowledge of SQL Select Statements
• Functional knowledge of IT Service Management (ITSM) processes, ITIL framework, and Enterprise Service Management concepts
• Exhibits ability to work both in a team environment and independently
• Strong analytical, organization, and time management
• Demonstrated elevated level of written, verbal, and interpersonal skills to communicate technical and non-technical information
• Ability to effectively communicate to all levels of an organization
• Expected to work occasional weekends, holidays, overtime, or a variety of shifts, when needed, to meet support Operational/Service Level Agreements
• Ability and willingness to travel by auto and air as needed to achieve business objectives
• Bachelor’s degree related to Information Systems, Business, or other relevant academic discipline

Additional Information

• Relocation assistance is available in this position.
• This position offers a complete benefit package, including 401K/ESOP, pension, health, life, and dental insurance.
• ADM requires the successful completion of an applicable pre-employment drug screen, medical questionnaire, and a background check.