Lead Business Process Analyst

2 weeks ago

Richmond Hill, Canada OpenText Full time

Lead Business Process Analyst - Incident Response Join OpenText as a Lead Business Process Analyst - Incident Response. OpenText is a global leader in information management, where innovation, creativity, and collaboration are key components of our corporate culture. As a member of our team, you will have the opportunity to partner with highly regarded companies, tackle complex issues, and contribute to projects that shape the future of digital transformation. At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. This business unit leads Incident and Problem Management across a complex landscape of interconnected OpenText services. The team operates with urgency and accountability, focused on restoring service quickly, learning from every incident, and driving improvements. The Lead Incident Manager plays a critical role in restoring service quickly and minimizing impact during outages. As the primary Incident Manager during major events, this role leads fast-moving, cross-functional teams to diagnose, troubleshoot, and resolve service-impacting issues. Your Impact The Lead Business Process Analyst helps drive service stability, supports continuous improvement, and contributes directly to better outcomes for customers. Responsibilities Acquire and maintain a high-level overview of end-to-end systems, services, and tools supporting customer operations. Respond with urgency and ownership to escalated incidents, leading service restoration and recovery efforts. Use HP Service Manager and UCMDB to manage incidents, document resolutions, and support RCA activities. Communicate incident status calmly, clearly, and authoritatively to associates, leadership, and customers. Lead ad-hoc response teams, making key decisions to restore services during major incidents. Collaborate with the Service Operations Manager to promote the Incident Management Process and IT service culture. Mentor Incident Managers, maintain training curriculum, and support onboarding and team development. Advocate for continuous improvement and ITIL-aligned Service Management disciplines. Requirements Demonstrate proven expertise in Service Management processes, with deep knowledge of Incident, Problem, and Change Management. Possess broad industry experience across standard application software, hardware, and networking. Lead and troubleshoot effectively during high-activity or technically complex sessions. Communicate clearly with strong English verbal and written skills. Exhibit strong organizational-level communication capabilities. Bachelor’s degree in IT or equivalent work experience, with a history of leading teams through change and complexity. 10+ years of IT experience, including Software and Infrastructure Operations, and prior ITSM experience in Incident/Problem Management. Thrive in fast-paced, high-visibility roles within global IT environments. OpenText is an equal opportunities employer and welcomes applications from diverse candidates. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at #J-18808-Ljbffr

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