Job Location: Alpharetta, GA
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 role reports directly to the Director of Service Management and is part of the Service Management leadership team. We require a cornerstone of maintaining an effective Service Management practice, improvement of opportunities may involve aspects of people, process, and/or technology and tools as well as communications and training.
You Are Great At
- Discovery of acquired company’s current state operational processes, tools, Service Management maturity, roles, and responsibilities.
- Determine the level of effort and resources required to effectively onboard acquisition to standard Opentext tools and processes – Incident, Problem, Change, Release, and Configuration Management.
- Create and execute onboarding plan and schedule for successful onboarding of acquisition within the desired timeline.
- Ensure that the acquisition Operations organization is set up for success within Opentext: resources are trained to effectively execute Service Management processes, and Service Management tools are populated and configured to support acquisition – including SM9, Everbridge, and event monitoring.
- Knowledge process effectively documented and regularly reviewed based on requirements and effectively maintaining audit-ready position.
- Knowledge process workflows within ServiceNow are effectively instantiated in the tool, operating effectively, and all FedRAMP controls are met regarding Knowledge article approvals, review, updates, and retirement.
- Ensure that training on effective Knowledge Management use and maintenance training is available and current.
- Knowledge Management process performance and activity is regularly reported on and reviewed based on established process KPIs.
- Continuous improvement opportunities are identified and reviewed for cost/benefit.
What It Takes
- 5+ years of experience working with IT Operations within the Service Management discipline
- Deep understanding of ITIL processes, process interfaces, reporting, and KPI’s
- Strong verbal and written communication capabilities targeted at various audiences from individual contributors to executives.
- Experience leading Service Management initiatives related to continuous improvement, process implementation, training, and education
- Familiarity with Organizational Change Management concepts
- Minimum of ITIL Foundation Certification, deeper certification a plus
- SM9 and/or ServiceNow tool knowledge and experience a plus
- Process orientation with effective problem-solving skills
While OpenText is an Equal Opportunity Employer, our 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. Should you require accommodations during the selection process, please contact accomodationrequests@opentext.com.
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