Operations Lead (OpenText)

Customer Value Partners • Rockville, MD

11d • $145,000 - $155,000 • Hybrid

About The Position

CVP is seeking an OpenText Operations Lead who will own Platform Administration and End-User Support for OpenText and adjacent platforms (Content Server, AppWorks, Drupal, Moodle) for a Federal Research Institute. The OpenText Operations Lead will direct change management, upgrades, performance monitoring, outage communications, RCA/trending, license/ODC tracking, Tier-1 help desk (ServiceNow), and security/ATO sustainment - meeting service expectations of the Federal Research Institute.

Requirements

• Public Trust eligibility.
• Bachelor’s degree in IT, Information Systems, or related field.
• 7+ years operating enterprise platforms (OpenText Content Server/AppWorks) with change, incident, and release management; proven SOP and RCA authorship.
• Experience with performance telemetry, uptime reporting, ServiceNow ticketing/metrics, and planned maintenance communications.

Nice To Haves

• NIH operations experience, including on-site support at 5601 Fishers Lane and RML and adherence to service hours (7:00–18:00 ET; after-hours by COR).
• Familiarity with adjacent platforms (Drupal, Moodle) and security/ATO sustainment in NIH environments.

Responsibilities

• Plan and execute deployments and upgrades; coordinate with IT/Ops to minimize disruption; monitor performance; notify outages to stakeholders; complete RCAs and trend analyses.
• Manage change/configuration for consistency and reliability across supported applications; maintain SOPs for operations, maintenance, and repair.
• Maintain licenses/ODCs and service agreements; ensure availability and performance requirements are met or exceeded.
• Operate Tier-1 help desk workflows in ServiceNow; convert ticket analytics into backlog improvements and knowledge-base content.
• Coordinate with security for continuous monitoring, vulnerability remediation, and ATO evidence as part of routine operations.
• Support on-site surge needs and hybrid operating rhythm consistent with service hours.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees