Lead Service Management Analyst(Incident Management)

5 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, organizational, process development and communication skills daily.

The focus in Major Incident Management and effectively driving the process with speed, clarity and efficiency in mind, while maintaining a high standard to satisfy all audit requirements.

**What you are great at**:

- Manage unplanned production outages and ensure all requirements (e.g., managing escalations, communications, driving resolution activities, documentation and availability metrics are in place
- Participate in post Incidents activities (Problem Management): Root Cause, Preventative Actions, Monitoring, Process review
- Maintain clear and concise policy (Audit ready) process documentation
- Train new IT staff via live video globally
- Critical Thinking/Improvements: Regular process reviews, assess constraints/limitations and offer recommendations
- Analyzing Data and Root Cause: Identify system risks, audit risks, process risks and gaps, trends, and offer recommendations for improvement
- Reporting: prepare/circulate key metrics to Senior Leadership
- Communication: Professional communications, both verbal and written is vital

**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 in a challenging and changing environment

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