An OpenText Content Server Consultant is responsible for the technical delivery of the xECM based solutions. Such delivery activities encompass the design, development, deployment, testing and documentation of specific software components either providing extensions to specific items of core product functionality or implementing specific system integration components. This role has a heavy deployment and administration emphasis, combined with the consultative skills required to demonstrate quality and excellence actively fostered within the Managed Services team.
Engagements are usually long tenured, but there may be some with short requirements like an upgrade or migration. The nature of work may include full application lifecycle activities right from development, testing, ongoing RUN and maintenance, and decommissioning.
The role is customer facing and requires excellent interpersonal skills with the ability to communicate with a wide range of stake holders (internally and externally), both verbally and in writing.
You Are Great At
Work within an OpenText technical delivery team in order to:
Participate and contribute to technical design & deployment activities.
Participate in the day to day administration of the systems, including Incident & Problem Management
Participate in planning and execution of new implementations, upgrades and patching activities.
Participate in the advanced configuration of ECM software components, in line with project and customer time scales.
To co-ordinate project delivery through multiple teams that may include 3rd party suppliers, partners and client resources.
Actively contribute in automating provisioning, patching and upgrade activities where possible to achieve operational efficiencies.
Actively seek new opportunities by working with the customer and the change control provisions provided by the contract, to extend the scope of profitable business.
Prepare, maintain and submit activity/progress reports and time recording/management reports in accordance with published procedures. Keep project managers informed of activities and alert of any issues promptly. Provide inputs as part of engagement closure on project learnings and suggest improvements
Utilize exceptional written and verbal communication skills while supporting customers via web, telephone, or email, while demonstrating a high level of customer focus and empathy.
Respond to and solve customer technical requests, show an understanding of the customer's managed hosted environment and applications within the Open Text enabling resolution of complex technical issues. Document or Implement proposed solutions.
Respond to and troubleshoot alerts from monitoring of applications, servers and devices sufficient to meet service level agreements
Collaborating on cross-team and cross-product technical issues with a variety of resources including Product support, IT, and Professional Services.
What It Takes
Well versed with deployment, administration and troubleshooting of the OpenText xECM platform and surrounding components (Content Server, Archive Center, Brava, OTDS, Search & Indexing) and integrations with SAP, SuccessFactors, Salesforce.
Good Experience/knowledge On Following
Experience delivering service using ITIL methodology
Knowledge of Windows, UNIX, and Application administration skills in a TCP/IP networked environment.
Experience working with relational DBMS (PostgreSQL/Postgres, Oracle, MS SQL Server, mySQL)
Familiarity with configuration and management of web/application servers (IIS, Apache, Tomcat, JBoss, etc.).
Good understanding of object-oriented programming, Web Services, LDAP configuration, and RDBMS concepts.
Experience in installing and configuring xECM in HA and knowledge in DR setup/drill.
Experince in patching, major upgrades and data migration activities.
Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge.
Ability to use own initiative to resolve problems and to obtain relevant information needed to perform a given task
Team player, result driven, ambitious, responsible
Enjoys sharing knowledge and communicating