IT Service Delivery Analyst

Ref#: 28393

Function: IT

Location: Canada, ON, Waterloo

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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. 

The opportunity:

This position provides hands-on technical support, addressing all problems ensuring delivery of consistent, quality customer service across the organization including Executive office and Customer Briefing Centers. This position also focuses on building, maintaining and enhancing IT Change Management processes to best suit departmental and organizational needs. In addition, this position will have a special focus on content management (i.e. training manuals, process manuals, run-books, etc…) and IT communications (i.e. organization announcements relating to IT services) and will closely with the Internal Communications team.

You are great at:

• Provide support to executive level staff and for company-sponsored events
• Own and management of problems and issues from start to finish
• Manage tasks and resources relating to projects and service support tickets
• Deliver clear and concise support documentation, identify areas of inefficiency and recommend changes
• Critical Thinking: Identify risk and problems and recommend solutions into complex situations
• Creativity: Provide ideas and suggestions clearly and concisely
• Building Relationships: Build networks with people in your and other business areas and work together to deliver results
• Regularly report the ongoing status of projects and activities as assigned
• Effective communication, management and escalation of issues
• Provide End-user training (virtual and in-person where necessary) to ensure IT processes and expectations are communicated and met
• Processing of user account creation / modifications & terminations for various systems
• Deployment and recovery of desktops and laptops and ordering of IT equipment and peripherals

What it takes:

• Customer service orientation and interpersonal skills
• English communication skills, both written and verbal
• Ability to interface confidently with executive and external customers
• Strong independent problem solving and decision-making abilities
• Ability to work individually as well as contribute in a global team environment
• Proficient with both MAC and all Windows operating system software and hardware
• Advanced troubleshooting for all types of technical service requests and issues involving computers, network, all smartphones / tablets, AV systems, enterprise applications / systems
• Organized with an ability to prioritize multiple projects and tasks in a fast paced environment
• Capable of handling a challenging, real-time environment with strong and quick troubleshooting capabilities
• Experience in Change Management (ITIL)
• Major Incident Management. Act as an Incident Manager on a rotating “on-duty” basis and ensure all major incidents are handled according to internal guiding processes (professional communications will be vital).
• Standard 40-hour work week with regular business hours of 8:30am– 5:00pm EST
• There may be a requirement to manage email outside of business hours for business needs
• After-hours work may be necessary due to schedules, deadlines and / or reliability issues
• Minimal travel may be required

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of sex, national origin, disability or race. If you require accommodation at any time during the recruitment process please email

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