Client Operations Project Manager

About the Position

Client Operations Project Manager

Location: Waterloo, Ontario, CAN, N2L 0A1

Category: Client Success & Support

reqId: 52245

---

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's Global Technical Support (GTS) organization resolves millions of Client support tickets annually, playing a vital role in Client satisfaction and retention. The Digital Support Platforms team within GTS Operations ensures smooth functioning of various support platforms and tools used by support delivery teams and Clients by providing technical assistance and serving as a bridge between GTS Operations and IT. Our goal is to facilitate seamless Client self-service and ensure flawless support case experiences for delivery staff, partners, and Clients.

---

YOUR IMPACT

OpenText is seeking a Technical Support Specialist to enhance the Digital Support Platforms team within GTS Operations. This role leverages your technical support expertise to specialize in helping Clients, support staff, other colleagues in diagnosing, troubleshooting, repairing, and debugging complex systems. You will support the support delivery teams by providing technical guidance, solve problems, and performing Administrator functions in the CSM platforms used by GTS delivery teams. The goal of the Digital Support Platforms team is to ensure Clients can access self-service content and, when needed, have a flawless support case experience.

---

Responsibilities

• Clearly and professionally communicating your understanding of a problem, your thought process, expectations, and solutions to non-technical audiences.
• Providing advanced technical support to Clients via phone, email, and chat.
• Reproducing, troubleshooting, and resolving Client issues related to the assigned OpenText's products.
• Following best practices in ticket management processes, ensuring that all clients’ tickets are assigned, checked, daily updated, and every effort is made to meet the required service level.
• Collaborating with product engineering teams and other team members to provide high-quality support and quick resolution of client requests.
• Ensuring constant self-development by using each moment and way to improve in day-to-day work, following web-based trainings, personal development plans, etc.

---

Requirements

• 3+ years of experience in technical support with flexibility for on-call support.
• Bachelor’s degree in Computer Science/Technology/Engineering is preferred.
• Excellent communication skills (both written and verbal).
• Ability to effectively communicate complex technical issues to Clients and stakeholders.
• Firsthand experience using Administrator functions of Client support, community/forums, knowledge management tools such as OpenText Service Management (OTSM), ServiceNow, Salesforce, Vanilla Forums, Verint, Zendesk, Nohold.
• Knowledge of technologies in the industry such as REST and SOAP services, Database technologies, XML, JSON, and HTML & CSS, Windows, Office, etc.
• In-depth knowledge of KCS best practices from the Consortium for Service Innovation, with KCS Certification (preferably as a KCS Coach) is an asset.
• Experience working in shared bug tracking tools, such as JIRA, Octane.

---

We Offer

• Competitive salary range: $46,880 - $70,320; 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.
• Comprehensive benefits package that supports your physical, emotional, and financial wellbeing.
• Opportunity to work in a values-driven community built on trust, accountability, and innovation.
• Commitment to diversity and inclusion, promoting a respectful and empowering environment for employees of all backgrounds.

---

About the Company

OpenText is more than a global technology leader-we are a values-driven community built on trust, accountability, and innovation. Here, ownership matters, collaboration is essential, and your work makes a real impact. Join us to help shape the future of information management while building a career where your voice is heard and your contributions truly matter.

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 submit a ticket at Ask HR. 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. 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: $46,880 - $70,320; 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.

California Residents: The pay range above is a reasonable estimate of salary based on pay scale, candidate experience, skills, and education. In addition to the comprehensive benefits noted above, the role may be eligible for bonus or commissions.

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.