OpenText Support Consultant – Administration & Operations

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Deliver daily administrative, operational, and L2/L3 support for OpenText Content Server and associated ECM components.

• Execute Content Server administration tasks, encompassing user, group, role, permission, workspace, folder, and object management.

• Oversee categories, attributes, and updates to metadata.

• Facilitate configuration modifications under established change-management protocols.

• Supervise and manage background jobs, queues, and scheduled tasks.

• Detect and resolve job failures, backlogs, and performance challenges.

• Organize restarts and maintenance operations.

• Address L2/L3 incidents and service requests in accordance with SLAs.

• Conduct root-cause analysis and implement remedial measures.

• Provide communication and updates to stakeholders.

• Manage user and group provisioning and de-provisioning.

• Diagnose issues related to access, permissions, visibility, login, authentication, performance, and configuration.

• Analyze logs and diagnostic information.

• Collaborate with infrastructure, database, and network teams.

• Assist in deploying configuration changes and fixes across various environments.

• Support patching, upgrades, and post-deployment validation activities.

• Ensure consistency across Development, QA, and Production environments.

• Maintain operational documentation, runbooks, and standard operating procedures (SOPs).

• Guarantee compliance with audit and governance standards.

• Participate in continuous improvement initiatives within the AMS framework.

• Report directly to the Director of Delivery.

⛳️ Requirements

• 8–12+ years of experience in supporting enterprise ECM platforms.

• 5+ years of practical experience with OpenText Content Server AMS/support.

• Experience in AMS or managed services environments involving ticketing systems and SLAs.

• Familiarity with supporting OpenText Extended ECM (xECM) or SAP-integrated settings.

• Experience with OpenText Archive Center, Core Capture, or VIM is preferred.

• Knowledge of authentication/SSO integrations (LDAP, AD, SAML) is essential.

• OpenText certifications are advantageous.

🏝️ Benefits

• In addition to local statutory benefits, enjoy paid time off and holidays.

• Retirement Planning options available.

• Participate in a Bonus Program.

• Access to a Long-Term Incentive Plan.

• Commission potential for client referrals.

• Opportunities for Professional Development.

• Cell phone/Internet Reimbursement provided.