YOUR IMPACTAs part of the IT End User Services team, the Sr. End User Services Analyst acts as a technical leader within IT Corporate Technology, responsible for technology evaluation and implementation, process and documentation, collaboration technology, and the management, patching, security, and auditing of a global fleet of endpoints. This role suits someone who stays ahead of emerging technology trends and brings deep, current expertise to the end-user computing space. Reports to the Manager, Service Delivery.
WHAT THE ROLE OFFERS- Lead projects related to end-user-facing technology, from evaluation through deployment.
- Own software packaging and distribution across the global endpoint fleet.
- Lead modern endpoint management and device lifecycle (Microsoft Intune, Autopilot, Jamf) across Windows and macOS.
- Drive endpoint security, hardening, and Zero Trust posture - conditional access, endpoint privilege management, patching, and vulnerability remediation.
- Lead M&A integration activities as they relate to end-user technology.
- Own endpoint hardware and asset lifecycle management.
- Deliver end user experience and support enablement - tier 1/2 enablement materials, user-facing communications, and satisfaction metrics.
- Lead the rollout and management of collaboration, meeting-room, and digital-signage technologies (Microsoft Teams Rooms, Cisco RoomKit, Appspace).
- Build endpoint reporting and analytics to inform decisions and benchmark performance.
- Own identity and certificate lifecycle management for endpoints (SCEP/PKCS, certificate authority escalation).
- Support CloudPC and Azure Virtual Desktop environments.
- Manage vendor and supplier relationships - escalation paths, contract renewals, and quarterly business reviews.
- Identify and implement AI-driven and scripted automation (Microsoft Copilot, PowerShell, Microsoft Graph) to reduce manual workload.
- Author and maintain documentation, runbooks, and knowledge-transfer materials.
- Benchmark hardware and software against industry standards and recommend improvements.
WHAT YOU NEED TO SUCCEED- 4+ years of progressive experience in end-user services or endpoint engineering, including a lead or senior role.
- Strong understanding of Windows 11, macOS, and the Microsoft 365 suite.
- Hands-on experience with modern endpoint management (Intune, Autopilot, Jamf) and endpoint security tooling.
- Experience with software packaging and distribution.
- Working knowledge of meeting-room technology - AV, video conferencing (Microsoft Teams Rooms, Cisco RoomKit) and digital signage (Appspace).
- Familiarity with endpoint reporting and analytics (Power BI) and scripting (PowerShell, Microsoft Graph).
- Practical experience applying AI tools (e.g., Microsoft Copilot) to automate processes and support end users.
- Strong collaboration skills and the ability to lead discussions with business partners and vendors.
- Excellent written and verbal communication.
- Ability to multitask and run multiple projects or initiatives simultaneously.
One Last Thing OpenText 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 on 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: $67.920 -$101,880, 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.
