Identity & Access Premium Support Lead

OpenText; Ottawa; On-site; CAD 120,000 - 181,000; Full time

Job summary

OpenText in Ottawa, Ontario is hiring a Lead Premium Support Specialist with expertise in Identity and Access Management. This on-site role focuses on advanced technical support for OpenText IDM/AA in complex client environments.

You will be the primary contact for incidents, build strong client relationships, and travel to client sites up to 5 days a week to ensure high-value outcomes and satisfaction.

Qualifications

• Bachelor’s degree preferred or associate degree holder (technical field) with min 3 years’ working experience in a client support environment.
• Top Secret level security Clearance or ability to acquire one.
• Advanced knowledge of OpenText Identity and Access Management/Advanced Authentication.
• Strong troubleshooting and problem-solving capabilities.
• Excellent communication and collaboration skills.
• Willingness to travel up to 5 days a week locally and remote travel up to 15%.

Responsibilities

• Be the client’s single point of contact for support incidents opened for a specific product center.
• Develop an in-depth understanding of the client’s environment.
• Be on site at a client’s location 2-3 days per week.
• Provide timely updates on open incidents and coordinate with OpenText experts as needed.
• Identify and recommend best practices to minimize operational risks and improve client satisfaction.

Skills

OpenText IDM/AA

Technical troubleshooting

Communication skills

Relationship building

Education

Technical degree (Bachelor/Associate)

Tools

OpenText IDM/AA tools

Job description

OpenText in Ottawa, Ontario is hiring a Lead Premium Support Specialist with expertise in Identity and Access Management. This on-site role focuses on advanced technical support for OpenText IDM/AA in complex client environments.

You will be the primary contact for incidents, build strong client relationships, and travel to client sites up to 5 days a week to ensure high-value outcomes and satisfaction.