Hiring Manager: Soumi Chakraborty
Talent Acquisition Advisor: Jess Bougie
Job Code Level: IAP3
Refer Your Friends!
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're hiring talent that AI can't replace to help us shape the future of information management. Join us.
The Customer Success Organization (CSO) within IT is a strategic enabler for our service-driven business units—Global Technical Services, Professional Services, and the Renewals organization. We develop, deliver and support integrated technology solutions that empower these teams to operate efficiently, deliver exceptional customer experiences, and drive growth.
Global Technical Services: We support a global workforce of technical support agents through scalable case management, proactive support tools, and knowledge systems that accelerate issue resolution and enhance customer satisfaction.
Professional Services: We provide platforms for resource planning, project execution, and financial tracking to ensure successful service delivery and operational and financial execution.
Renewals Organization: We develop, support and enable data-driven automation and insights into streamlining global commercial contract renewals, improve retention, efficiency, revenue growth and maximize customer lifetime value.
Together, we align IT capabilities with business goals to ensure our service teams are equipped to deliver consistent, high-impact outcomes globally.
Your Impact
The position will be primarily focused on the systems used by Customer Support. These systems include ITIL based software platforms as well as custom applications and websites. The role involves working closely with business stakeholders and interfacing system owners to ensure operational stability, effective issue resolution, and delivery of business-driven system improvements.
As a Sr Systems Analyst, you will:
Technical Design & Development
Analyze business requirements and convert them into detailed technical design documents.
Build and enhance application functionalities using:
Scripting (JavaScript for ServiceNow, Siebel eScript)
Configuration and workflow development
Business rules, UI policies, UI actions
ACL configuration and role-based access controls
Backend logic, integrations, and API-driven automation
Develop and maintain workflows, orchestrations, catalog items, rules, and templates as required.
Support and perform UI form design, page layouts, views, and navigation customizations.
Application Configuration & Administration
Configure and manage platform features in ServiceNow or Siebel, including:
Module configuration
Data models and fields
Business components or tables
Workflows, BRs, and rules
Product administration modules (pricing, catalogs, assets, case/service management)
Perform ACL and security configuration to enforce platform governance standards.
Integration & API Development
Design, build, and troubleshoot integrations with internal and external systems using:
REST APIs, SOAP APIs
ServiceNow IntegrationHub, MID Server, or Siebel EAI (Enterprise Application Integration)
Develop and maintain web service integrations, authentication frameworks, and data transformation logic.
Interpret system architecture diagrams and ensure integration points follow enterprise standards.
Testing & Deployment
Support UAT by addressing defects, clarifying behaviors, and validating technical functionality.
Deploy configuration and code changes through approved SDLC and release management processes.
Prepare migration scripts, update sets, or SRF/SIF packages as appropriate.
Production Support (L2/L3)
Provide ongoing L2/L3 support, including root-cause analysis and production issue resolution.
Participate in off-hours/on-call rotation for critical incident support.
Troubleshoot performance issues, workflow failures, integration errors, and platform defects
What you need to succeed:
6–10+ years of experience in ServiceNow or Siebel technical development, configuration, and production support.
Strong coding and scripting experience in both/either of the two:
JavaScript, Glide API (ServiceNow)
Siebel eScript/Browser Script (if Siebel)
Hands-on experience with:
Workflow / Flow Designer / Orchestration
ACL and security role configuration
UI and backend development
Business rules, client scripts, data policies, assignment rules
Integration expertise using:
REST / SOAP web services
EAI, IntegrationHub, Web Services, ETL layers
Strong understanding of application architecture, data structures, and relational models.
Experience working with external system integrations (e.g., CRM, ERP, data hubs, authentication systems).
Knowledge of product administration and configuration modules.
Hands-on experience supporting enterprise-level production systems in an L2/L3 capacity.
This role supports a global operation so on-call support is required
Ability to translate complex business requirements into technical solutions.
ITIL Foundation Certification (Incident/Problem/Change processes).
Experience with agile delivery, story refinement, sprint development, and UAT cycles.
Knowledge of Event Management, Discovery, CMDB, or Siebel EIM (Enterprise Integration Manager).
Exposure to CI/CD practices, Git, pipelines, update set migration best practices
One last thing:
OpenText is more than a corporation—it’s a global community built on trust, character, and purpose. Here, we act ethically, care deeply about people, and always put our customers first. We help teams succeed through collaboration, tackle challenges with resilience, and innovate with intention.
Join us on our mission to drive positive change through privacy, technology, and teamwork. At OpenText, we don’t just have a culture—we live our values. Choose us because you want to be part of a company that empowers you to make a meaningful impact.
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.
If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
