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Lead Production Support Specialist

Req id:  8460

Virtual, US



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. 



Provide Premier Support services to a specific set of customers.  Be the voice of the customer.  Operating hours for this team are 7am to 7pm central time. On-call on a rotation basis.



  • Answers calls from premium customers and work to resolve issues.
    • Achieve a 90% first call resolution rate for incoming phone calls.
  • Work the ServiceNow queue for premium customer, resolve issues
    • When communications are complex, schedule a time to speak with the customer about their issue.
  • Monitor alerts for premium customers.
    • Perform reprocessing or any other function required to clear the alert.
    • Track and analyze the alerts grouped by customer to identify why they are occurring.
    • Work with Managed Services, Developments, Tech Ops or any other team who would be able to assist with implementing a solution to prevent future alerts.
  • Based on analysis, provide suggestions for optimizing a customer’s set up.
  • Track and work internal teams on any system’s issues that affect premium customers.
  • Logs and tracks calls in ServiceNow; maintain history records and related problem documentation
  • Document, track, and communicate analysis or unresolved issues
  • Maintain Liaison’s Knowledge Base (Confluence) articles for premium customers.  This should include set up information, special scripts utilized and non-standard routing rule as a few examples.  Articles should include diagrams for complex integrations.
  • Attends meetings as required
  • Other duties may be assigned


Technical Skills:

  • Connection Protocols include but are not limited to  AS2, HTTP, HTTPS, FTP, FTPS
    • Good understanding in principles and implementation of the following Communication Protocols: (E-mail (AS1), Http (AS2), FTPS (AS3), SMTP, SSL, ebXML, IMAP, JMS, BSC, Async, PGP, NAESB, VPN)
  • Unix command line and moderate SQL capabilities preferred
  • Experience working with at least one major Operating Systems: (Unix, Linux, Microsoft Windows – 2003, XP, Vista, 7, 2008, 2008 R2 Client or Server)
  • Data Formats include all EDI formats, any XML format, any proprietary FF format
  • Experience working with at least one major Relational Database: (MSSQL, MySQL, Oracle)
  • Understanding of EDI messages and how they are used in a modern company;
  • Detailed understanding of our network processes (Unix and Windows)
  • Basic understanding how encryption works.
  • Entry Level Java Programming



Recommended Skills:

  • Experience working with Network Infrastructures, Networking Technologies, Firewalls, Routers, Switches, Proxy Server, TCP/​IP, LAN, WAN
  • Understanding of structure and experience working with at least two Data Formats: (XML, XSLT, EDI, X12, EDIFACT, TRADACOMS, ODETTE, Flat File, UCCNET)
  • Experience working with Data Translation software supporting data mapping and transformation processes 
  • Experience  working with at least one major ERP: (SAP /​R3, BAAN, JDE, PeopleSoft, Oracle Financials)
  • Knowledgeable on an I-Series (AS/400);



Educational Requirements

Bachelor's degree (B.​ S.​) from four-year college or university; or four years related experience and/​or training; or equivalent combination of education and experience.




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


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. 

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. 

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 »