YOUR IMPACTAs Program Manager, Support Platforms & Self-Service, you'll be at the forefront of transforming how customers and support teams engage with OpenText. You'll drive self-service success, reduce support volume, and lead a global Knowledge-Centered Support (KCS) program-leveraging automation, AI, and modern platforms to elevate both customer experience and support engineer effectiveness.
Working from OpenText HQ as part of a passionate, high-impact GTS Operations team, you'll partner closely with IT and Support leaders to continuously improve platforms, tools, and workflows that scale globally.
YOU ARE GREAT AT- Leading and scaling an enterprise KCS program, from strategy to adoption and measurable impact
- Driving self-service and customer experience initiatives that reduce operational risk and support demand
- Administering and optimizing CSM platforms (ServiceNow, Salesforce, OTSM, and similar)
- Partnering across teams to align stakeholders, coaches, and domain experts
- Designing automation and low-code workflows to eliminate manual work
- Applying emerging technologies (GenAI, LLMs, Machine Learning) to advance documentation and support platforms
- Building tools, tests, and diagnostics that empower product support teams to succeed
WHAT YOU NEED TO SUCCEED- On-site presence-collaboration thrives when we build together
- Degree or diploma in Computer Science, Systems Analysis, or a related field
- 8+ years supporting complex software solutions, with hands-on experience in support operations
- Proven success managing large-scale, complex initiatives in technical environments
- Deep experience with support platforms and knowledge management tools
- Strong understanding of modern technologies (REST, APIs, databases, XML/JSON, HTML/CSS)
- Solid knowledge of KCS v6 best practices (KCS certification a strong asset)
- Ability to clearly translate technical concepts for diverse audiences
- Strong relationship-building skills with a collaborative, solutions-oriented mindset
- Bonus: experience with JavaScript or AngularJS
ONE LAST THINGOpenText is more than just a corporation-it's a global community where trust is foundational, the bar is raised, and outcomes are owned. Join us in our mission to drive positive change through privacy, technology, and collaboration. At OpenText, we don't just have a culture; we have character. Choose us because you want to be part of a company that embraces innovation and empowers its employees to make a difference.
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: $63,140 - $103,730; 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.
