Sr. Customer Operations Project Manager

OPENTEXT - THE INFORMATION COMPANY

Together Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.

The Opportunity

The Sr. Customer Operations Program Manager role will reside within the Global Customer Support Operations team and will be responsible for the support, processes, and management of ServiceNow.  This role will work closely with the business team and IT to ensure issues are resolved timely, coordinate and prioritize bugs, enhancements, and updates to ServiceNow. The Program Manager will own readiness, continuous improvement, and communication to the business teams to ensure desirable outcomes to the end-users.  The role requires candidates with strong leadership, excellent communication, and understanding of project management skills, and the ability to lead without authority.

The Customer Operations Program Manager will drive bugs, enhancements, and updates from concept through to final implementation with a focus on enhancing business systems, business processes, productivity, efficiency, and integration.  Understanding of EMS and/or Enterprise support team tools and processes beneficial.

You Are Great At

• Working with business leaders and IT to drive strategic initiatives
• Passionate about driving change through continuous improvement process
• Communicating issues affecting the customer experience, policy, and process adherence to key stakeholders
• Being organized and task oriented
• Creating detailed work plans, schedules, business requirements, user acceptance testing along with status reports
• Working with IT to understand priorities, scope, impact, and implementation dates, while minimizing disruptions
• Work closely with cross functional business units to ensure a cohesive approach to overall ServiceNow changes
• Complete gap analysis by gaining a thorough understanding of OpenText system processes and the acquired companies’ business processes and systems
• Working proactively to ensure that projects and changes are communicated appropriately and delivered with minimal impact to the business

What It Takes

• 5+ years of experience working in a global, high-tech environment
• Project management skills with excellent negotiation skills and the ability to influence others

• Ability to communicate complete information (verbal and written) in a clear concise manner

• Identify and comprehend business changes quickly and communicate to the business teams and business leaders
• Ability to prioritize multiple projects/tasks in a fast paced and changing environment, with minimal supervision
• Exceptional verbal and written communication skills with the ability to facilitate meetings and translate requirements into defined business solutions
• Excellent interpersonal skills and ability to interact with all levels of the organization
• Understanding of a customer support environment beneficial
• Aptitude for technology and the ability to connect technical concepts with customer value
• Organized; detail oriented, and can shift easily between a variety of tasks with ease
• Possess a high degree of analytical and problem-solving skills, logic-based thinking, strong creativity, and attention to detail

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. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.
 

Subject to applicable laws and regulations, OpenText’s Global Vaccination Policy requires all employees to be fully vaccinated against COVID-19 in order to enter an OpenText office. Accommodations may be available for specific roles.