Systems Analyst-configuration Management Databse

**Systems Analyst-Configuration Management Databse**:

- Req id: 35328- Mississauga, ON, CA Richmond Hill, ON, CA Waterloo, ON, CA**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**:
**Configuration Management Systems Analyst and Administrator**

The OpenText Corporate Digital Applications department is seeking a highly motivated individual with excellent analytical, problem and customer service skills to operationally support Universal Discovery and Configuration Management Database (uCMDB).

As a Configuration Management Systems Analyst, you will support and configure multiple uCMDB tenants, also integrations to other ITOM systems SMAX and OBM. In addition to the operational role, you will be required to support feature configuration and project related activities.

The role requires comprehensive systems administration, operational support, and configuration skills.

**You Are Great At**:
Primary responsibilities include, but are not limited to:
**Operational Support**:

- Provide Tier 3 support to uCMDB tenants and Universal Discovery received from monitoring systems, tickets, and end-users.
- Support the response to Major Incidents to ensure a timely restoration of service.
- Monitor abnormalities and execute restoration procedures following documented processes.
- Perform diagnostics to remediate detected/reported incidents.
- Document and improve procedures for use by other IT Operational Teams.
- Support change activities by executing documented procedures.
- CMDB data upload, importing CIs across all environments.
- Data quality, dashboard, and report configuration in uCMDB and SMAX.
- Driving governance, standardisation and scalability across the ITOM environment.
- Document and improve procedures, knowledge articles for use by OpenText global IT Operational Teams.

**System Configuration, Setup, and Project Delivery**:
The DevOps Analyst will be required to support all feature development and technical configuration of uCMDB including:

- Implementing UD probes, agent installation and agentless discovery in Cloud and non-Cloud (on-premise), virtual and containerised environments.
- Database, software, and middleware discovery.
- Network and storage device discovery.
- Broad understanding of network protocols used in discovery.
- CMDB data upload, importing CIs, defining usage of CI types.
- SMAX - experience of Native SACM
- Operations Bridge
- Service modelling, reporting rules and data analysis
- Be able to take business requirements and provide solutions, documenting designs and communicating directly with business customers.

**Reporting**:

- Event dashboards
- Performance dashboards

**Release Management**:

- Integration and upgrades in-line with all ITOM tooling including SMAX and 3rd party products.
- Manage, support all future releases covering:

- Enhancements
- Bug fixes
- Known issues

**Administrator**:

- Supporting all requests either via projects of BAU SMAX requests for all activities that cover:

- Configuration
- Knowledge
- Reporting
- Runbook automation updates

**What It Takes**:

- Application Production Support, or similar environment.
- Working knowledge in one or more of the following areas:

- Configuration Management
- Service Management Design
- Testing and Transition
- Ability to comprehend and follow documented guidelines and procedures.
- Proven analytical & problem-solving skills & the ability to organise and prioritise several tasks at one time.
- ITIL v4 accredited.
- Working knowledge of IT4IT framework.
- Understanding of Agile methodologies, such as Kanban and the ability to work within an agile framework.
- Good understanding of both on-Cloud and off-Cloud environments.
- Creative problem solving and analysis skills with an ability to identify, develop and implement solutions to gaps to meet the needs of the business.
- Excellent verbal and written communication skills are required.