Lead Service Management Analyst - Problem/ Change Management Job in Opentext

You are great at: Managing planned production Changes and ensuring all requirements (e.g., documentation, approvals, communications) are in place Managing post Incidents activities (Problem Management): Root Cause, Preventative Actions, Monitoring, Process review Preparing/maintaining clear and concise policy (Audit ready) process documentation Training new IT staff within each process via live video globally Applying Critical Thinking: Regular process reviews, assess constraints/limitations and offer recommendations Analyzing Data and Root Cause: Identify system risks, audit risks, process risks and gaps, trends, and offer recommendations for improvement Reporting: preparing/circulating key metrics to Senior Leadership reports Communicating: Professional communications, both verbal and written What it takes: Strong understanding and application of the ITIL framework Service oriented and strong soft skills Strong communication, both written and verbal Ability to interface confidently with internal customers of various skill sets, expertise, and seniority (e.g., Senior Leadership) Strong independent problem solving and decision-making abilities Ability to produce effectively while working individually or within a small team with minimal supervision Capable of working a challenging and changing environment There may be a requirement to manage email outside of business hours for business needs No travel is required