Lead Business Process Analyst

2 weeks 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 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

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