Documentum Support Specialist

Published date Posted on Indeed on Nov 21, 2021 (7 d ago)
OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

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The opportunity:
The OpenText Cloud Production Support Team is currently searching for a Sr. Cloud Support Specialist to support OpenText Documentum solutions deployed within the OpenText Cloud. The successful candidate will be a technically resourceful individual with the ability to provide exceptional customer support in a challenging and rewarding environment.
You will be joining a growing team that provides world-class operational support including hands-on troubleshooting and administration to a variety of enterprise customers. You will be required to collaborate with cross-functional teams to ensure that Service Levels are met and customer satisfaction is achieved.

You are great at :
Utilizing exceptional written and verbal communication skills while demonstrating a high level of customer focus and empathy.
Responding to and solving customer technical requests, show an understanding of the customer's managed hosted environment and applications within the OpenText Cloud, enabling resolution of complex technical issues.
Operating, managing, and administering production Documentum applications while following documented policies and procedures.
Responding to and troubleshooting alerts from monitoring of applications, servers, and devices sufficient to meet service level agreements.
Collaborating on cross-functional and cross-product technical issues with a variety of resources including Product support, IT, Network Operations, and Professional Services.
Working under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

What it takes:
A minimum of 5 years previous experience working within technical support or consulting environment working with the Documentum ECM platform and associated technologies.
Experience delivering service within an ITIL-based service delivery model.
Ability to define solutions utilizing Windows, UNIX, and Application administration skills in a TCP/IP networked environment.
Experience working with relational DBMS (MS SQL Server, PostgreSQL/Postgres, Oracle, MySQL).
Ability to develop programs/scripts for use in a production environment (e.g. SQL, .sh/.bat, Java, JavaScript).
Demonstrated ability in configuration and management of web/application servers (IIS, Apache, Tomcat, JBoss, etc.).
Working knowledge of Docker, Kubernetes, and Helm.
Strong desire to provide exceptional customer support efficiently with a high focus on first-call resolution.

While OpenText is an Equal Opportunity Employer, our 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. Should you require accommodations during the selection process, please contact accomodationrequests@opentext.com ).

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