Key Responsibilities:
- Provide Level 2/3 support for OpenText ECM applications including Content Server and Extended ECM (xECM).
- Investigate, analyze, and resolve incidents and service requests related to OpenText systems and integrations.
- Monitor system health, log files, and performance to proactively address potential issues.
- Maintain and troubleshoot integrations with third-party platforms such as SAP, Salesforce, or SharePoint.
- Coordinate with internal users and vendors to address support queries and implement minor enhancements.
- Perform regular maintenance activities including patching, upgrades, and user management.
- Support the change management process by participating in testing, documentation, and release coordination.
- Create and maintain technical documentation and support runbooks.
Required Skills & Experience:
- 7+ years of experience in supporting OpenText ECM solutions (Content Server, Extended ECM).
- Solid understanding of OpenText architecture, admin console, and permissions management.
- Experience in integrating OpenText with enterprise systems like SAP (xECM for SAP), Salesforce, or Microsoft 365.
- Good knowledge of web technologies (HTTP/S, REST APIs, XML, JavaScript).
- Experience with incident and ticketing systems (e.g., ServiceNow, JIRA).
- Strong problem-solving and root cause analysis skills.
- Excellent communication and coordination skills for working with cross-functional teams.
Good to Have:
- OpenText certifications (e.g., OpenText Content Server Administrator or Developer).
- Basic scripting skills (PowerShell, Bash) or familiarity with Linux environments.
- Understanding of records management and document lifecycle principles.
- Exposure to ITIL practices.