OPENTEXT - THE INFORMATION COMPANY

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.

YOUR IMPACT

OpenText is seeking a Production Support Specialist. The Production Support Specialists are responsible for numerous B2B (business to business) functions such as production monitoring of data, error analysis, client correspondence (both electronic and phone) as well as deep dive investigation of issues stemming from production failures. Leading platform support calls and triage efforts.

WHAT THE ROLE OFFERS:

• Taking escalations from CS agents, Cloud Service Delivery teams, Operations, and Product Development
• Resolve tickets within SLA and identify escalation when needed.
• Follow defined processes as determined by the leadership team to ensure integrity and quality of work Identify possible improvements to processes and applications to team members and leadership.
• Utilize logging tools to accurately document the troubleshooting process, including information collected, analysis performed, diagnosis of root cause and actions taken to correct the issue.
• Participate in the development lifecycle for processes such as controlled introductions and support readiness for new releases and enhancements.
• Contribute to the knowledge base by creating or assisting in the creation of information such as platform workflow documentation, Methods and Procedures, FAQs, and training materials.
• Mentor NOC and Business Network Support by sharing information and assisting in troubleshooting to improve overall knowledge within the organization.
• Participate in special project teams for support or corporate initiatives such as projects arise Mentor and train Associate and Intermediate Technical Support Specialists


WHAT DO YOU NEED TO SUCCEED:

• Minimum of 2 years related experience.
• College/University graduate of a 4-year technical degree (e.g., computer science) preferred.
• Must demonstrate very good problem solving, analytical and organizational skills to handle progressively complex problems, provisioning, and project.
• Working knowledge of and experience with one or more of the following areas: Communications Protocols, Network Connectivity, Computer Operating Systems (MS Windows Client, Unix/Linux), Microsoft Applications
• Working knowledge of EDI (Electronic Data Interchange), EDI Processing, Mapping and ServiceNow ticketing system
• Working knowledge of and experience with Network Connectivity including Firewalls and Load Balancers as well as Communications Protocols TLS, SSL, SSH, FTP, FTPS, SFTP, HTTPS/HTTPS and AS2 is a plus
• Working knowledge of and experience with one or more of the following databases: Oracle, MS SQL Server
• Must be able to handle calls during assigned shifts and work on call and overtime (when necessary)
• Good customer orientation and can work under pressure.
• Has moderately high degree of deductive reasoning ability, critical thinking capacity and initiative to solve problems and determine appropriate solutions.

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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 [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on our Why Join Us page. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range: $53,040 - $79,560; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.