Senior Business Process Analyst

OpenText; Southwestern Ontario; On-site; CAD 72,160 - 108,240; Full time

Job summary

OpenText, The Information Company, is seeking a Reporting Analyst to join the Global Technical Support Business Process team in Ontario. You will provide analysis and reporting for Customer Service Management and senior OpenText leadership, building efficient reports from multiple data sources and enabling automation.

Responsibilities include creating and analyzing KPIs, supporting regional management, delivering weekly, monthly, and quarterly packages, and guiding operations during

Qualifications

• Bachelor's degree or college diploma, or equivalent experience.
• Experience building reports from multiple data sources.
• Strong SQL and report automation skills.

Responsibilities

• Analyze and report for Customer Service Management and senior OpenText management.
• Create KPIs and drive insights with reporting.
• Support regional management with reporting needs and acquisitions.
• Deliver weekly, monthly, and quarterly reporting packages.

Skills

SQL

Excel

Power BI

Tableau

Data analysis

Communication

Project coordination

Cross-functional work

Education

Bachelor's degree

College diploma

Equivalent experience

Tools

ServiceNow

Data Cubes

BI systems

Power BI

Tableau

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.

Your Impact

As a member of the Global Technical Support Business Process group, the Reporting Analyst position requires the ability to provide analysis and reporting to both the Customer Service Management team and Senior OpenText Management.

• Concentration on customer support ticket reporting, report automation, and analysis for the Technical Support organization.
• Creation and analysis of key performance indicators to assist with driving improved results.
• Provide support to regional management for reporting and analysis needs.
• Provide analysis and improvements related to Customer Service systems and processes.
• Assist with the implementation of systems and projects as required.
• Provide guidance and assistance from an operations standpoint related to acquisitions.
• Assist with the delivery of weekly, monthly, and quarterly reporting packages created by the reporting team.
• Provide accurate reporting and analysis to Senior OpenText and Customer Service Management.
• Provide automation wherever possible.

What The Role Offers

• Opportunity to work within a global Technical Support Business Process team supporting Customer Service operations.
• Exposure to cross‑functional initiatives, including systems implementations, process improvements, and acquisitions.
• Collaboration with regional management and senior leadership to deliver business insights and operational reporting.
• A general office environment with regular business hours of 8:30 a.m. to 5:00 p.m. EST or GMT. Hours may vary for those assigned to territories in other time zones. Work outside of these hours may be necessary due to project schedules and/or deadlines.

What You Need to Succeed

• Ability to build efficient reports through queries using relationships from multiple data sources.
• Experience with SQL programming and report automation tools.
• Expert‑level knowledge and experience with Microsoft Office applications, particularly Microsoft Excel.
• Experience working with systems such as ServiceNow, Data Cubes, BI systems, Power BI, and Tableau.
• Ability to manage large volumes of data, perform analysis, and provide recommendations.
• Strong analytical and problem‑solving skills.
• Excellent organizational skills with the ability to prioritize multiple projects in a fast‑paced, changing environment with minimal supervision.
• Self‑starter with the ability to work cross‑functionally as well as independently.
• Excellent writing, communication, interpersonal, and customer service skills.
• Highly motivated, participative team player who can work effectively in a matrix environment.
• Comfortable leading projects and meetings across all levels of the organization.
• Previous experience in a global software enterprise with a foundational understanding of business processes is considered an asset.
• Bachelor's degree, College diploma, or equivalent experience.

OpenText's commitment to diversity and inclusion

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

$72,160 - $108,240; 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.