Production Support Specialist

Open Text Corporation • Waterloo, ON

3d • Onsite

About The Position

OpenText is seeking a Production Support Specialist. The Production Support Specialists are responsible for numerous B2B (business to business) functions such as production monitoring of data, error analysis, client correspondence (both electronic and phone) as well as deep dive investigation of issues stemming from production failures. Leading platform support calls and triage efforts.

Requirements

• Minimum of 2 years related experience.
• Must demonstrate very good problem solving, analytical and organizational skills to handle progressively complex problems, provisioning, and project.
• Working knowledge of and experience with one or more of the following areas: Communications Protocols, Network Connectivity, Computer Operating Systems (MS Windows Client, Unix/Linux), Microsoft Applications
• Working knowledge of EDI (Electronic Data Interchange), EDI Processing, Mapping and ServiceNow ticketing system
• Must be able to handle calls during assigned shifts and work on call and overtime (when necessary)
• Good customer orientation and can work under pressure.
• Has moderately high degree of deductive reasoning ability, critical thinking capacity and initiative to solve problems and determine appropriate solutions.

Nice To Haves

• College/University graduate of a 4-year technical degree (e.g., computer science) preferred.
• Working knowledge of and experience with Network Connectivity including Firewalls and Load Balancers as well as Communications Protocols TLS, SSL, SSH, FTP, FTPS, SFTP, HTTPS/HTTPS and AS2 is a plus
• Working knowledge of and experience with one or more of the following databases: Oracle, MS SQL Server

Responsibilities

• Taking escalations from CS agents, Cloud Service Delivery teams, Operations, and Product Development
• Resolve tickets within SLA and identify escalation when needed.
• Follow defined processes as determined by the leadership team to ensure integrity and quality of work
• Identify possible improvements to processes and applications to team members and leadership.
• Utilize logging tools to accurately document the troubleshooting process, including information collected, analysis performed, diagnosis of root cause and actions taken to correct the issue.
• Participate in the development lifecycle for processes such as controlled introductions and support readiness for new releases and enhancements.
• Contribute to the knowledge base by creating or assisting in the creation of information such as platform workflow documentation, Methods and Procedures, FAQs, and training materials.
• Mentor NOC and Business Network Support by sharing information and assisting in troubleshooting to improve overall knowledge within the organization.
• Participate in special project teams for support or corporate initiatives such as projects arise
• Mentor and train Associate and Intermediate Technical Support Specialists

Benefits

• thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing
• compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree