Content Analyst - 17 months fixed term

Ref#: 23593

Function: Technical Support

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. #LI-POST

The opportunity:

Reporting to the Manager, Digital Customer Experience, the Knowledge Analyst focuses on driving change throughout the organization to create outstanding experiences for OpenText customers. The ideal candidate will be compassionate, analytical, and passionate about keeping OpenText customers happy.

The role is both strategic and hands-on. The position requires management of customer experience and process improvement initiatives and driving solutions to improve those processes with the end customer in mind, with a focus on the content taxonomy and categorization to provide relevance when searching, a structure for discovery, and a more nuanced basis for relating content to the customer journey.

The position is temporary for 17 months term (maternity leave replacement)

You are great at:

•Work cross-departmentally to define and contribute to the customer journey
•Analyze content trends and contribute to plans for maximizing the insight
•Determine process improvement opportunities for content publication and discovery for targeted audiences
•Contribute to cross-departmental alignment to address all steps and requirements in the customer lifecycle
•Analyze and contribute to the taxonomy and metadata policies based on the customer journey
•Work cross-departmentally to align content strategy and process to all OpenText systems
•Define enablement and learning opportunities for internal stakeholders to adopt the content strategy
•Facilitate the creation and organization of new site content, including management of content permissions
•Monitor, troubleshoot and resolve customer access issues with respect to content areas on the support site
•Internal communications on an as-needed basis

What it takes:

•4-7 years experience in Digital Marketing, Knowledge Management, or Customer Support
•Excellent communication skills
•A customer-focused self-starter, who has prior experience building and delivering customer experience improvement initiatives
•Ability to work cross functionally with a dynamic team who rely on each other to achieve overall corporate goals
•Superior organizational, problem solving and time management abilities
•Goal-oriented and positive with strong attention to detail and analytical skills
•Track record of autonomy, ownership and execution
•Strong ability to multi-task and prioritize work effectively
•Proven experience working in a fluid environment that is ever growing and changing

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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