Technical Consultant

Ref#: 14652

Function: Consulting

Location: US, NY, New York

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ENABLING THE DIGITAL WORLD

OpenText enables the digital world as the global leader in Enterprise Information Management, both on premises or in the cloud. We embrace all things digital and are committed to being the Best Place to Work for our Employees in over 140 locations around the world.

We obsess over our customers to ensure they are wildly successful in embracing the Digital World. Our customers entrust us with their most important information, we need to be their most trusted partner. What we do, we do well. What we create, we do purposefully to impact the world. If you believe in this and are passionate about enabling the Digital World then let OpenText turn your career vision into reality.


The Opportunity: 

This opportunity is for the role of Technical Consultant (Optimize) within Northern America region’s Optimize team, which is part of NA Professional Services’ “Managed and Learning Services” Practice.
Members of the Optimize team are responsible for building and maintaining trusted, long term relationships with OpenText Customers who have purchase an “enhanced support” Optimize Program from OpenText in order to more effectively support their Production solutions.
As a key part of the Optimize team, the Technical Consultant is responsible for delivering a broad range of proactive & reactive Optimize services across a range of OpenText technologies located both on premise and in the Cloud.
The Technical Consultant will also be responsible for engaging with potential Optimize Customers currently experiencing issues with their Production solution, in order to demonstrate the expertise available from and the value provided by an Optimize Program.
This role requires the successful individual to identify and resolve complex issues occurring on Enterprise-scale Production systems / solutions, and troubleshoot escalated problems involving in-depth OpenText product, operating system, hardware, network and database knowledge. 
Strong customer facing skills are absolutely critical, along with an ability to work effectively with both technical and non-technical / business-facing contacts.


You are great at: 

  • Becoming familiar with all of a customer’s OpenText product related business and technical operations.
  • Undertaking the onsite and remote installations, upgrades and data migrations of Open Text products.
  • Undertaking the onsite and remote troubleshooting of a broad range of OpenText product support issues and working those issues through to resolution with all involved parties from both OpenText and the Customer.
  • Supporting Customers with implementing and/or improving the required level of OpenText product service management processes as defined within the ITIL framework for service delivery processes.
  • Working closely with the Optimize Program Managers to proactively provide Customers with the guidance and support needed to maximize the return on their OpenText   product investment.
  • Managing and maintaining commercially and strategically important customer relationships.
  • Collaborating with Customer IT and OpenText departments in the troubleshooting of issues.
  • Serving as a point of escalation and conveying expert / specialist knowledge to Customer’s first and second-line support teams.  

What it takes: 


  • Excellent configuration and administration skills in the Content Server and Content Suite products (ECM) - general experience of helping to run Enterprise-level        Production ECM systems is a major asset.
  • Customer support experience in an occasionally high pressure technical support environment.
  • Excellent problem-solving and organizational skills.
  • Experience architecting, implementing and configuring OpenText products, preferably in the ECM/Archiving/SAP product space.
  • Experience with one or more Open Text product supported operating systems
  • Experience with Oracle and MS SQL, including SQL programming
  • Experience in the use and configuration of Web HTTP servers (IIS, SUN, Apache)
  • Nice to have - Programming experience in Livelink Oscript, JavaScript, HTML or other related internet programming languages is desirable
  • Professional Services consulting experience is desirable
  • Experience in several and expert knowledge in at least one of the following areas: networking, load balancing, monitoring, security, architecture, development, storage, hardware
  • Travel: minimum 20% of the time

At OpenText we understand and value diversity in our employees and we are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. We draw on our diversity and collective genius as we continue to shape a better future for our customers and be the Best Place to Work for our employees- nothing is off the table at OpenText. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com

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