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Sr. Monitoring and Reporting Analyst

Req id:  5086

Denver, CO, US

OPENTEXT - THE INFORMATION COMPANY

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.

 

Position Summary

A Sr. Monitoring and Reportng Analyst uses excellent troubleshooting and decision making skills to monitor the platform for issues and address or route them as required, while supporting internal and external clients by meeting current needs that cannot be achieved through current processes or toolsets.

 

You're great at:

  • Ensuring successful and responsive operation of the platform by actively monitoring all aspects for abnormalities and failures
  • Resolving urgent matters in as time efficient and client responsive a manner as possible
  • Correctly answer, address, or route inquiries as soon as the answer is found or escalation is required
  • Acting as an escalation point and firewall for the Development and Infrastructure realms for all inquiries
  • Reuse, repurpose, or create custom solutions to unique client requests as they arise
  • Keep documentation current and relevant through weekly updates and when a deficiency is found.

 

What it takes:

  • Follow minimum level of service guidelines on every request.
  • Respond to urgent issues quickly and professionally within 10 minutes while on shift and 1 hour while off shift.
  • Route any issue that can’t be done within the team to the appropriate escalation point within 10 minutes of finding escalation is needed.
  • Handle competing deadlines and projects so that all projects are completed on time.
  • Monitoring communications channels provided for questions from colleagues and responding when you have knowledge or answers, or helping colleagues find the appropriate resource.
  • Work with others that have complementary skills sets and learn or teach a new process or technique weekly.
  • Generate and file a shift report at the end of each shift, outlining the work and training performed during the shift.

 

The Competencies

  • Calm under pressure - Urgent issues are the most critical task we face. Handling them calmly and quickly is the backbone of this role.
  • Teamwork - Work with people to gather information and address both urgent and day-to-day issues efficiently and politely
  • Communication - Understanding information conveyed by others and ensuring they can understand what you are telling them.
  • Intelligence – The position requires interacting with several interrelated systems on a daily basis, with their own language and syntax.
  • Curiosity and tenacity - Finding areas that are not sufficiently monitored and expanding efforts in that area.
  • Organization and Planning – Can adjust for new and altered priorities on projects.
  • Attention to Detail - Many issues only reveal the solution if you look closely enough

 

 

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 race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA)Equal Employment Opportunity  and Employee Polygraph Protection Act


OPENTEXT - THE INFORMATION COMPANY

Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

Perks 
If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Benefits 
Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and your potential. Become an OpenText Voyager.

Apply now »