Lead Premium Support Specialist - Identity and Access Manager

OpenText; Ottawa; Hybrid; CAD 87,000 - 130,000; Full time

Job summary

OpenText Ottawa is seeking a Premium Support Specialist with advanced OpenText IDM/AA skills to support complex client environments. You will build trusted client relationships, guide best practices, and coordinate with OpenText experts to resolve incidents, while traveling 2-3 days per week on client sites.

This role requires a bachelor’s degree or technical associate degree and at least 3 years in a client support environment; Top Secret clearance is preferred.

Qualifications

• Bachelor’s degree preferred or associate degree holder (technical field) with min 3 years’ working experience in a client support environment.
• Existing or ability to acquire Top Secret level security Clearance
• Advanced knowledge of OpenText Identity and Access Management/Advanced Authentication application
• Willingness and ability to travel up to 5 days a week locally, and remote travel up to 15%
• French or Spanish language is an asset

Responsibilities

• Be the client's single point of contact for support incidents opened for a specific product center.
• Develop an in-depth understanding of your client’s environment
• Be on site at a client’s location 2-3 days per week
• Implement & establish a strong trusted working relationship with clients.
• Leverage deep technical expertise to resolve incidents more efficiently
• Provide timely updates on open incidents & coordinate with other OpenText experts to expedite resolution
• Identify and recommend best practices to minimize operational risks
• Provide periodic supportability assessments & offer technical mentoring to increase client knowledge
• Understand the operational profile of the client’s environment to improve support and guidance
• Act as a strategic partner in developing plans to proactively improve and maintain the client’s software investment

Skills

OpenText IAM

Advanced Authentication

Client support

Relationship building

Technical troubleshooting

Education

Bachelor’s degree or technical associate degree

Job description

Opentext - The Information Company
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

AI-First. Future-Driven. Human-Centered.
At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.

Opentext - The Information Company
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.
AI-First. Future-Driven. Human-Centered.
At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.

Your Impact

We are looking to welcome a Premium Support Specialists to our team, with advanced technical skills in OpenText IDM/AA. You will work on our clients’ complex software environments and provide technical support along with proactive services like best practices, guidance, optimization, pitfall awareness, etc. to clients who are developing their solutions. You will ensure clients get the highest level of business value and are satisfied with the products, technical support and guidance they receive from OpenText with a focus on promoting retention, loyalty, and account growth. The overall objective of the Premium Support Specialist is to provide the highest level of personalized technical support to ensure clients are successful with their OpenText product solutions. This is achieved by building trust, focusing on value, being flexible and willing to go the extra mile to ensure client satisfaction.

What The Role Offers

• Be the client's single point of contact for support incidents opened for a specific product center.
• Develop an in-depth understanding of your client’s environment
• Be on site at a client’s location 2-3 days per week
• Implement & establish a strong trusted working relationship with clients.
• Leverage deep technical expertise and knowledge of your client’s environment to resolve incidents more efficiently
• Provide timely updates on open incidents & coordinate with other OpenText experts as needed to expedite timely resolution.
• Identify and recommend best practices to help our clients minimize operational risks and avoid common pitfalls.
• Provide periodic supportability assessments & offer technical support mentoring to increase the client's knowledge.
• Understand the operational profile of your client's environment to improve the support and guidance that OpenText delivers.
• Act as a strategic partner in developing plans to proactively improve and maintain the client's software investment.
• Strong written and verbal communication skills, to manage both client and peer internal organization interactions, including escalations, critical situations, difficult conversations, etc.
• Delivery short-term custom offerings to address clients’ unique needs and requests.

What You Need To Succeed

• Bachelor’s degree preferred or associate degree holder (technical field) with min 3 years’ working experience in a client support environment.
• Existing or ability to acquire Top Secret level security Clearance
• Advanced knowledge of OpenText Identity and Access Management/Advanced Authentication application
• A proven track record of in-depth technical troubleshooting.
• Strong relationship and team building skills, with the ability to negotiate and resolve conflicts.
• Great communication, coordination, and collaboration skills, and ability to navigate complex, matrixed organizations.
• Ability to guide and advise clients proactively on best practices, configuration optimization, tuning and integrations.
• Willingness and ability to travel if required on client location up to 5 days a week locally, and remote travel up to 15%
• Willingness and ability to work occasionally outside of business hours, including weekends.
• French or Spanish Language is an asset.
• Knowledge of other OpenText Products is an asset.
• Ability to work outside standard hours on occasion to meet specific client needs.
• Willingness and ability to learn additional products as requested to meet staffing and account needs.

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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 [e-mail]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on our Why Join Us page. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range: $86,800 - $130,200; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.