Sr. Cloud Support Specialist

Opentext - The Information Company

OpenText 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

The Senior Cloud Support Specialist represents the Financial Services organization in client-facing activities for OpenText’s Financial Hub platform. This role is responsible for coordinating customer efforts, ensuring service excellence, supporting onboarding and certification, and engaging with clients to meet their evolving technology and service needs.

What The Role Offers

• Serving as the single point of contact for all platform-related service requests.
• Delivering second-level technical support, handling issues across functionality, usage, and troubleshooting.
• Conducting preliminary analysis of reported issues, addressing concerns around support and operational commitments.
• Investigating and resolving problems ranging from simple to complex within established guidelines.
• Acting as an escalation point for complex or high-priority incidents, ensuring timely resolution and effective communication.
• Driving root cause analysis and implementing preventative measures for recurring issues.
• Clearly communicating technical solutions and updates to users of the platform.
• Monitoring applications, alerts, and connections to ensure timely delivery of transactions.
• Overseeing client onboarding in collaboration with internal and external stakeholders.
• Performing functional testing before production release, ensuring alignment with statements of work and user expectations.
• Delivering enhancement training for both internal and external teams.
• Coordinating directly with clients and vendors for testing, onboarding, and support.
• Applying IT Service Management (ITSM) practices such as Incident, Problem, and Change Management to ensure consistent and reliable client support.
• Documenting solutions, maintaining knowledge base articles, and contributing to continuous service improvement initiatives.
• Ensuring compliance with service-level agreements (SLAs) and escalation procedures.
  
  

What You Need To Succeed

• Bachelor’s degree in Computer Science or equivalent experience.
• 5+ years of experience in IT within a technology organization.
• Proven ability to evaluate complex issues and make commitments aligned with organizational capabilities.
• Strong interpersonal and analytical skills with experience handling complex client issues.
• Experience with trade and post-trade processes for equities, fixed income, ETFs, and fund orders (a plus).
• Knowledge of payments processing, asset financing, and treasury management (a plus).
• Working knowledge of FIX and SWIFT 15022/20022 standards (a plus).
• Familiarity with ITIL frameworks or other IT Service Management methodologies.
• Experience using ITSM tools (e.g., ServiceNow, Jira Service Management, or equivalent).
• Excellent verbal and written communication skills.
• Ability to address conflicts directly and escalate appropriately.
• Strong sense of urgency, prioritization, and multitasking skills.
• Excellent problem-solving and time management skills.
• Flexibility to work on a shifting schedule.
  
  

ONE LAST THING

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. We take pride in the high expectations placed on us by our customers and strive to exceed those expectations with a culture that fosters extraordinary customer service. We are the voice of our customers, and we focus on making them wildly successful.

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 [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.