Sr. Cloud Support Specialist (Financial Services)

OPENTEXT 
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

YOUR IMPACT

OpenText is more than just a place of employment. It’s an exciting and diverse organization with intelligent people, innovative programs, and dynamic opportunities to enhance your career and life. The OpenText culture recognizes “People First” and supports you to further develop and grow your career.

WHAT THE ROLE OFFERS

The Senior Cloud Support Specialist’s role is to represent the Financial Services organization on client facing activities and to provide coordination of customer efforts related to the STP Platform, engage with existing clients to ensure OpenText is meeting their technology needs and service requirements, and oversee client on-boarding activities and testing certifications.

• Acting as the single point of contact for all STP-related questions arising from customers and OpenText employees outside STP organization.
• Providing second level technical support to OpenText STP clients via phone and/or email for various application issues.
• Performing preliminary analysis of reported customer – facing issues, alleviating concerns on support and operational commitments
• Investigating and resolving customer reported problems ranging from simple to complex issues on functionality, usage and troubleshooting of OpenText STP platform within the established guidelines.
• Effectively communicating technical solutions and updates to users of the OpenText STP platform.
• Monitoring application, failure alerts and all connections to ensure all transactions are received and delivered on time.
• Overseeing the on-boarding of new clients through an infrastructure of both internal and external contacts
• Implementing functional testing prior to production release guided by the statement of work and user experience.
• Delivering enhancement training for both internal and external teams.
• Coordinating directly with clients and vendors for client testing and support.

WHAT YOU NEED TO SUCCEED

• Educational Requirement: Computer Science degree or equivalent experience
• At least 5 years of working experience as an IT professional in a technology organization.
• Willing to work on a shifting schedule and hybrid setup (2 days WFH, 3 days onsite)
• Demonstrated ability to evaluate complex issues and make sound commitments that can be met within organizational and operational capabilities. Must have very strong interpersonal and analytical skills including a demonstrated ability to handle complex client issues
• Experience with trade and post-trade process for equity, fixed income and ETFs and fund orders is a plus
• Experience with payments processing, asset financing, and treasury management is a plus.
• Working knowledge in FIX and Swift 15022 and 20022 standards is a plus.
• Excellent written and verbal communication skills
• Ability to directly address conflicts and escalate issues where appropriate
• Maintains a sense of urgency with the capability to prioritize/multi-task
• Excellent analytical, problem solving, and time management skills

ONE LAST THING:

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. We take pride in the high expectations placed on us by our customers and strive to exceed those expectations with a culture that fosters extraordinary customer service. We are the voice of our customers, and we focus on making them wildly successful.

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.