Customer Operations Program Manager

3 days ago

Waterloo, Canada opentext Full time

**OPENTEXT - THE INFORMATION COMPANY**

Together Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.

The Opportunity
The Customer Operations Project Manager will support the business tool ServiceNow and identify bugs, enhancements, and communicate with the business on changes to the business systems and business processes. Understanding of EMS, Enterprise or Business Network support team tools and processes beneficial.

You are great at:

- Working with business leaders and IT to drive strategic initiatives
- Passionate about driving change through continuous improvement process
- Communicating issues affecting the customer experience, policy, and process adherence to key stakeholders
- Being organized and task oriented
- Following and participating in the creation of detailed work plans, schedules, business requirements, user acceptance testing along with status reports
- Work with IT to understand priorities and changes to SNOW and the impact to the business
- Work closely with cross functional business units to ensure a cohesive approach to overall ServiceNow changes
- Participate in gap analysis by gaining a thorough understanding of OpenText system processes and the acquired companies’ business processes and systems
- Working proactively to ensure that projects and changes are communicated appropriately and delivered with mínimal impact to the business

What It Takes
- 3+ years of experience working in a global, high-tech environment
- Project management skills and the ability to influence others
- Ability to communicate complete information (verbal and written) in a clear concise manner
- Identify and comprehend business changes quickly and communicate to the business teams and business leaders
- Ability to prioritize multiple projects/tasks in a fast paced and changing environment, with mínimal supervision
- Exceptional verbal and written communication skills with the ability to facilitate meetings and translate requirements into defined business solutions
- Excellent interpersonal skills and ability to interact with all levels of the organization
- Understanding of a customer support environment beneficial
- Aptitude for technology and the ability to connect technical concepts with customer value
- Organized; detail oriented, and can shift easily between a variety of tasks with ease
- Possess a high degree of analytical and problem-solving skills, logic-based thinking, strong creativity, and attention to detail

Subject to applicable laws and regulations, OpenText’s Global Vaccination Policy requires all employees to be fully vaccinated against COVID-19 in order to enter an OpenText office. Accommodations may be available for specific roles.

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