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Sr. ITSM Analyst - SMAX

Req id:  36474

Waterloo, ON, CA Mississauga, ON, CA Richmond Hill, ON, CA



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. 



The OpenText Corporate Digital Applications department is seeking a highly motivated individual with excellent analytical, problem solving and customer service skills to operationally support Service Management Automation X (SMAX).


As a SMAX systems analyst and administrator, your primary role will be to support and configure multiple SMAX tenants, but also other ITOM systems which are integrated into SMAX. In addition to the operational role, you will be required to support feature configuration and project related activities.


The role requires comprehensive systems administration, operational support, and configuration skills. Primary responsibilities include, but are not limited to:


Operational Support:

  • Provide Level 3 support to SMAX tenant incident alerts received from monitoring systems, tickets, and end-users.
  • Support the response to Major Incidents to ensure a timely restoration of service.
  • Perform diagnostics to remediate detected/reported incidents.
  • Driving governance, standardisation and scalability across the ITOM environment.
  • Document and improve procedures, knowledge articles for use by OpenText global IT Operational Teams.


System Configuration, Setup, and Project Delivery:

  • The DevOps Analyst will be required to support all feature development and technical configuration of SMAX including:
    • Extensive experience of Studio
    • Endpoint and external systems integration
    • Master Data
    • Custom Lists
    • Virtual Agent
    • Smart Analytics and Service Portal
    • Service Catalogue & Offering rules and form fields.
    • Process, workflow and data loads
    • Survey, SLAs, Models, and templates
    • Dashboards & Reporting
    • Systems integration knowledge of other systems including OPB, OO, OBM, uCMDB is preferable.
    • Able to take business requirements and provide solutions, documenting designs and communicating directly with business customers.
  • Reporting:
    • Event dashboards
    • Performance dashboards
  • Release Management:
    • Integration and upgrades in-line with all ITOM tooling in and 3rd party products.
    • Manage, support all future releases covering:
      • Enhancements
      • Bug fixes
      • Known issues
  • Administrator: 
    • Supporting all requests either via projects of BAU SMAX requests for all activities that cover:
      • Configuration
      • Knowledge
      • Reporting
      • Runbook automation updates


Desired Qualifications:

  • 5+ years of previous IT experience in IT DevOps Teams.
  • Work as part of a Team.
  • Application Production Support, or similar environment.
  • Working knowledge in one or more of the following areas:
    • Service Level Management
    • Service Management Design
    • Configuration Management
    • Testing and Transition
  • Ability to comprehend and follow documented guidelines & procedures.
  • Proven analytical & problem-solving skills & the ability to organise and prioritise several tasks at one time.
  • ITIL v4 accredited.
  • Working knowledge of IT4IT framework.
  • Understanding of Agile methodologies, such as Kanban and the ability to work within an agile framework.
  • Good understanding of both on-Cloud and off-Cloud environments.
  • Creative problem solving and analytic skills with an ability to identify, develop and implement solutions to gaps to meet the needs of the business.
  • Excellent verbal and written communication skills are required.



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


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.

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