Lead Business Process Analyst

6 days ago

Richmond Hill, 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 role reports to the Manager of Continual Service Management and is a key member of the Service Management Continual Service Improvement team.

**Scope of work**:
Continuous Service Improvement as part of Opentext Service Management team which include the following activities:

- Ensuring effective Service Management practices are in place within Cloud Operations, identifying and driving improvement initiatives in consideration of all aspects of people, process and technology.
- Participate and/or lead Service Management process maturity assessment activities which include the following activities: assessment, analysis, remediation recommendations and/or improvement roadmaps.
- Planning and execution of Cloud Operations continuous service improvement projects including effective communication and organizational change management.
- Participation in onboarding Opentext corporate acquisitions to enable effective execution of Service Management processes and tools.
- Creation, updating and/or delivery of training and/or communications materials to Cloud Operations staff, leadership, organizational partners and/or acquisitions.
- Working with cross functional teams across Opentext including Customer Support, Engineering and Development, Product Management and other parts of the organization as needed.

**You are great at**:
**Continuous Service Improvement** - A cornerstone of maintaining an effective enterprise Service Management practice, Continual Service Improvement involves consideration of all aspects of people, process and supporting technology related to daily delivery of Cloud Operational processes and support. CSI improvement opportunities include consideration of and ensuring effectiveness of established service management processes, existing enterprise level tools and organizational wide communication and training to enable the effective execution of Cloud Operations.
- Plan and execute CSI opportunities to successful completion. This role requires the ability to effectively work across the functional cloud operations organization throughout the product lifecycle in order to identify Service Management improvement opportunities and effective execution strategies.
- Plan projects related to selected improvement efforts establishing timelines, desired outcomes, tracking progress of improvements and understanding and prioritizing cost/benefit and projected/actual execution targets.

**Acquisition Onboarding**:

- activities for Service Management integration of acquisitions. When Opentext acquires companies, they must be onboarded to our Opentext Service Management processes and tools. This activity involves the following aspects:

- Discovery of acquired company’s current state operational processes, tools, Service Management maturity, roles, and responsibilities.
- Determine 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 desired timeline.
- Ensure that acquisition Operations organization is set up for success within Opentext: resources are trained to effectively execute Service Management processes, Service Management tools are populated and configured to support acquisition - including SM9, Everbridge, event monitoring.

**Knowledge Management Process Management **-This role will support the Knowledge Management Process owner:

- 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 that 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**:

- Experience in IT Operations
- Familiarity of Service Management disciplines
- Comprehension of ITIL processes, process interfaces, reporting and KPI’s
- Strong verbal and written communication capabilities targeted at various audiences from individual contributor through executives.
- Experience leading Service Management initiatives related to continuous improvement, process implementation, training, and education
- Familiarity with Organizational Change Manage

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