Senior Systems Analyst(Service Management)

OpenText

  • Richmond Hill, ON
  • Permanent
  • Full-time
  • 7 days ago
OPENTEXT - THE INFORMATION COMPANYOpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.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.YOUR IMPACT:We are seeking a Systems Analyst to join our Corporate Service Management Technology team. This role focuses on configuring and supporting OpenText’s own product called OpenText Service Management (SMAX) - our Enterprise Service Management (ESM) platform. You will work closely with internal stakeholders across departments to gather requirements, design solutions, and ensure the platform supports efficient, secure, and scalable business processes.This is a hands-on, cross-functional role that blends business analysis, system configuration, stakeholder engagement, and strategic thinking. You will also contribute to innovation, process improvement, and mentoring within the team.WHAT THE ROLE OFFERS:
  • Requirements Gathering & Analysis
  • Conduct interviews and workshops with stakeholders to gather and document functional and technical requirements.
  • Analyze business processes and assess upstream/downstream impacts of proposed changes.
  • Translate business needs into clear, actionable specifications for development and configuration.
  • System Configuration & Maintenance
  • Configure and maintain the OTSM platform to support evolving business needs.
  • Monitor system performance, availability, and security; proactively address issues to minimize downtime.
  • Ensure alignment of system configurations with compliance and security standards.
  • Technical Support & Troubleshooting
  • Provide Tier 2/3 support to end-users, troubleshoot complex issues, and collaborate with cross-functional teams to resolve root causes.
  • Create user documentation and deliver training sessions to promote effective system usage.
  • Stakeholder Management & Communication
  • Serve as a liaison between business units, IT teams, and external partners.
  • Communicate project updates, gather feedback, and manage escalations with professionalism and empathy.
  • Strategic Planning & Innovation
  • Participate in architectural discussions and contribute to long-term planning of internal IT solutions.
  • Identify opportunities for innovation and continuous improvement using frameworks like OpenText’s Innovation Framework.
  • Leadership & Mentorship
  • Lead or co-lead planning sessions, requirements workshops, and retrospectives.
WHAT YOU NEED TO SUCCEED:
  • University Degree Preferred (preferably in Computer Science, Engineering, Information Technology, or Business Analysis).
  • 2+ years of experience in systems analysis, business analysis, or enterprise application support.
  • Knowledge of Enterprise Service Management, including business processes related to Change, Incident, and Problem Management, as well as Configuration & Discovery, Monitoring, Automation, and Fulfillment.
  • Demonstrated expertise in modern technical tools and practices.
  • Familiarity with applying Artificial Intelligence and Machine Learning concepts to improve business processes, automation, and decision-making.
  • Strong analytical and critical-thinking skills.
  • Excellent written and verbal communication skills.
  • Demonstrated sense of ownership, accountability, and a continuous improvement mindset.
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 contact us at . Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

OpenText