Job Description

AI-First. Future-Driven. Human-Centered.

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. Join us.



The Customer Success Organization (CSO) within IT is a strategic enabler for our service-driven business units--Global Technical Services, Professional Services, and the Renewals organization. We develop, deliver and support integrated technology solutions that empower these teams to operate efficiently, deliver exceptional customer experiences, and drive growth.



Global Technical Services: We support a global workforce of technical support agents through scalable case management, proactive support tools, and knowledge systems that accelerate issue resolution and enhance customer satisfaction. Professional Services: We provide platforms for resource planning, project execution, and financial tracking to ensure successful service delivery and operational and financial execution. Renewals Organization: We develop, support and enable data-driven automation and insights into streamlining global commercial contract renewals, improve retention, efficiency, revenue growth and maximize customer lifetime value.

Together, we align IT capabilities with business goals to ensure our service teams are equipped to deliver consistent, high-impact outcomes globally.



Your Impact



This position involves being part of a dynamic team environment responsible for designing, developing and supporting software solutions to meet business requirements in the areas of Sales, Marketing, Customer Support and Services.

The position will be primarily focused on the systems used by Customer Support. These systems include ITIL based software platforms as well as custom applications and websites.

As a Sr Systems Analyst, you will:

Provide Level 2/3 application support for Service Management platforms which includes : Oracle Service Cloud, ServiceNow, Salesforce Service Cloud and legacy systems like Siebel 8.1 Manage ticket triage, resolution, and RCA (Root Cause Analysis) for incidents and problems within agreed SLAs. Partner with business stakeholders to gather, analyze, and document requirements for enhancements or projects. Translate business requirements into technical solutions aligned with system capabilities and enterprise architecture standards. Coordinate and execute configuration changes, scripting updates, and development tasks as needed. Collaborate with interfacing system teams (e.g., CRM, ERP, identity management) to support end-to-end solution integrity. Participate across SDLC phases -- from requirements and design to testing, deployment, and post-implementation validation. Maintain system documentation, configuration records, and knowledge base articles for recurring issues or fixes. Support testing and validation cycles for defect fixes, enhancements, and release upgrades. Contribute to continuous improvement by identifying automation or optimization opportunities in support processes. Develop and automate data processes to ensure timely and accurate delivery of information with minimal manual effort. Maintain effective communication with IT and business stakeholders on solution delivery, support, and business relationship matters.

What you need to succeed:

Bachelor's degree in Computer Science, Engineering or related field 5-8 years of experience as a System Analyst or Technical Support Specialist supporting enterprise Service Management or CRM platforms. Strong knowledge of incident management, problem management, and change management processes. Hands-on experience with one or more platforms: Oracle Service Cloud ServiceNow (ITSM) Salesforce Service Cloud Siebel Bomgar, Zendesk etc. Proficiency in scripting and configuration (JavaScript, PL/SQL, or proprietary tool scripting). Experience interacting with business users to refine requirements and discuss functional/technical designs This role supports a global operation so on-call support is required Experience with API-based integrations (REST/SOAP). Familiarity with workflow automation and reporting tools. Knowledge of ITIL framework and ticketing systems best practices. Prior experience supporting or modernizing legacy systems (e.g., Siebel).

One last thing:

OpenText is more than a corporation--it's a global community built on trust, character, and purpose. Here, we act ethically, care deeply about people, and always put our customers first. We help teams succeed through collaboration, tackle challenges with resilience, and innovate with intention.



Join us on our mission to drive positive change through privacy, technology, and teamwork. At OpenText, we don't just have a culture--we live our values. Choose us because you want to be part of a company that empowers you to make a meaningful impact.



OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket atAsk HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.