OpenText Support Analyst Job at Archer Daniels Midland Company
Decatur
IL - Illinois
Information Technology
Job Description
OpenText – Service Delivery Analyst
The OpenText – Service Delivery Analyst is responsible for the overall health of the platform, while ensuring solutions are reliable, follow best practices, and leverage the platform to its fullest potential. This position requires the ability to thrive in a fast-paced environment while applying the correct level of urgency to organizational needs and requirements.
Job Responsibilities:
The OpenText – Service Delivery Analyst is responsible for the overall health of the platform, while ensuring solutions are reliable, follow best practices, and leverage the platform to its fullest potential. This position requires the ability to thrive in a fast-paced environment while applying the correct level of urgency to organizational needs and requirements.
Job Responsibilities:
- Provide deep OpenText functional & technical expertise, as well as demonstrated knowledge of key integration points across different modules and technical components.
- Assume full ownership of the support tickets in the respective process area, work with integration, other process teams, development teams, 3rd party support providers to resolve the tickets within Operational/Service Level Agreement limits.
- Understand global template and regional solutions designed/developed by Solution Delivery teams and resolve the tickets keeping the solution intact.
- Perform thorough testing including regression testing before releasing any solution for final user validation.
- Understand and follow ADM IT processes in performing all day-to-day activities.
- Understand ADM IT Service Management process, update incident/problem/service tickets regularly and accurately and document resolution in the service management tool.
- Design and configure minor enhancements following the ADM standard configuration/naming standards, document Functional design documents.
- Provide technical input in support of audit requests, as needed.
- Follow regulatory compliance and Security standards.
- Partner with other process and system experts to identify and implement business process continuous improvements opportunities
- Develop, define, and clearly communicate product strategy and roadmap
o Align to our strategies for technical solutions and continuous improvements
o Define version upgrade schedules and introduction of new functionality
- Strong working relationship with the 1ADM program team
o Connecting development to process
o Co-responsibility to ensure that changes being made in the platform align to our documented processes
Minimum Requirements
- Minimum 3 years’ experience with OpenText
- 3 years’ experience in a support analyst role in a medium/large organization.
- Experience with 24x7 support covering all time zones, working with multi-cultural support teams spread across different geographies.
- Stays current on OpenText platform and applicable integrated technologies
- Significant attention to detail and results oriented
- Demonstrate strong working knowledge of OpenText functionality and service offerings
- Functional knowledge of IT Service Management (ITSM) processes, ITIL framework, and Enterprise Service Management concepts
- Exhibits ability to work both in a team environment and independently
- Strong analytical, organization, time management, facilitation, and process management skills
- Demonstrated elevated level of written, verbal, and interpersonal skills to communicate technical and non-technical information, ideas, procedures, and processes.
- Able to work in a fast-paced, changing environment, and with all levels of the organization and cope with rapidly changing information
- Ability to evaluate and negotiate priorities and adapt to new/evolving individual and team assignments as adjustments are needed.
- Ability to effectively communicate to all levels of an organization how current trends and technology can address identified business needs and capabilities
- Interact and deal effectively with all levels of employees while maintaining a professional manner.
- Maintains a positive work environment through teamwork & conflict resolution
- Expected to work occasional weekends, holidays, overtime, or a variety of shifts, when needed, to meet support Operational/Service Level Agreements
- Ability and willingness to travel by auto and air as needed to achieve business objectives
- Bachelor’s degree related to Information Systems, Business, or other relevant academic discipline
- Relocation assistance is available in this position.
- This position offers a complete benefit package, including 401K/ESOP, pension, health, life, and dental insurance.
- ADM requires the successful completion of an applicable pre-employment drug screen, medical questionnaire, and a background check.
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About ADM:
ADM unlocks the power of nature to enrich the quality of life. We're a premier global human and animal nutrition company, delivering solutions today with an eye to the future. We're blazing new trails in health and well-being as our scientists develop groundbreaking products to support healthier living. We're a cutting-edge innovator leading the way to a new future of plant-based consumer and industrial solutions to replace petroleum-based products. We're an unmatched agricultural supply chain manager and processor, providing food security by connecting local needs with global capabilities. And we're a leader in sustainability, scaling across entire value chains to help decarbonize our industry and safeguard our planet. From the seed of the idea to the outcome of the solution, we give customers an edge in solving the nutritional and sustainability challenges of today and tomorrow. Learn more at www.adm.com.
EEO
ADM is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability and veterans status.
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