Lead Service Management Analyst(Change Management)

4 months ago

Waterloo, Canada opentext Full time

**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**:

- 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
- Preparing/maintaining clear and concise policy (Audit ready) process documentation
- Training new IT staff within each process via live video globally
- Analyzing Data and Root Cause: Identify system risks, audit risks, process risks and gaps, trends, and offer recommendations for improvement
- Reporting: preparing/circulating key metrics to Senior Leadership reports
- Communicating: Professional communications, both verbal and written

**What It Takes To Excel**:

- Service oriented and strong soft skills
- Strong communication, both written and verbal
- Ability to interface confidently with internal customers of various skill sets, expertise, and seniority (e.g., Senior Leadership)
- Strong independent problem solving and decision-making abilities
- Ability to produce effectively while working individually or within a small team with mínimal supervision
- Capable of working a challenging and changing environment

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