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Sr. Production Support Specialist

Req id:  28908

Waterloo, ON, CA

 

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. 

 

 

The Opportunity:

The Production Support Specialist (Trading Partner Onboarding) for OpenText Professional Services is an instrumental role leading to the successful onboarding of Trading Partners on the OpenText Covisint B2B Connect Automotive Messaging platform.  Responsible for the day-to-day direct support of Trading Partner onboardings, EDI data certifications, and interaction with internal Teams for the successful completion of onboarding onto the OpenText Covisint B2B Connect platform.
  
You are great at:
•Working directly with Customers/Trading Partners
•Processing requests and performing onboarding/certification duties
oEffectively communicate actions required by Trading Partner to address issues with data content, as necessary
oMaintain request ownership and provide regular and continuing communications with Trading Partner until request completion
oWorking and closing tickets in a timely manner 
•EDI Data experience
•Providing customer assistance for onboarding tasks, as needed
•Participate in and/or lead special projects as assigned
•Use established methodologies and documented procedures to perform assigned tasks
•Determine when to escalate issues to manager to ensure effective delivery
•Present a professional and pleasant image of the product and company

 

What it takes:        
•Prior experience working within Services or Consulting environment
•Proficiency in MS Office Suite, particularly Excel, Word, and Microsoft Teams skills required
•Proficiency in IT ticketing tools desired (Siebel, HP Service Manager, ServiceNow, etc.)
•Local to Southfield Michigan. In office presence required per company policy, with 2 days a week in the office starting in July, and 3 days a week starting in January
•Understanding of B2B communication standards and protocols
•Knowledge of Automotive EDI standards and documents.
•Experience with the Covisint B2B Connect application is a plus
•Ability to analyze data with reference to EDI guidelines and mapping documents.

 

Behavioral Skills and Competencies Required:
•Excellent customer service focus - enjoys interfacing with customers and stakeholders on a regular basis
•Excellent written, verbal and listening communication skills
•Interpersonal relationship skills to work and communicate with internal and external customers/stakeholders
•Ability to articulate clearly and provide instructions via telephone and/or email
•Able to handle multiple requests and ability to prioritize to meet program requirements
•Strong desire to acquire new knowledge and expand technical proficiencies in a variety of technology and platforms. Ability to learn and acquire new skills quickly
•High degree of flexibility in the roles and responsibilities performed
•Self-starter: ability to work independently, as well as, in group settings with minimum supervision; be a strong contributor within a team environment, in particular cross-functional teaming

 

Required Qualifications:
•One of the following:
o3-5 years of experience in Professional Services, Consulting, Technical Training or systems implementation/engineering or support experience within an enterprise software company/IT department
o2-5 years of EDI trading partner enablement
o2-5 years providing EDI support, either in a VAN, EDI Service provider, Automotive OEM, or high-tier Automotive Supplier context.
•Fluency in English, Spanish or Portuguese language skills would be a plus.
•Bachelor’s degree in Computer Science or related field; or equivalent work experience required
•If EDI experience is not available a strong customer service with an IT background would be considered.

 

 

 

 

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 to enter an OpenText office. Accommodations may be available for specific roles.


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 potential. Become an OpenText Navigator.

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