Service Operation Expert - xECM (Opentext) & M-Files

PROJECT INFORMATION:

Industry: Chemical / innovative materials

Start: ASAP

Rate: up to 40 EUR/h

Contract: 3 months + possible extensions

Work model: 100% remote

Project language: English

We’re looking for Service Operation Expert - xECM (Opentext) & M-Files

As a Service Operation Expert, you will play a crucial role in ensuring the smooth operation and optimal performance of xECM (Opentext) and M-Files services. Collaborating with both their Service Owners, you will contribute to the user satisfaction and overall quality of these services.

Responsibilities:

• Services Operation:

• Facilitate the creation and delivery of service requests around xECM and M-Files services.
• Oversee the lifecycle of user accounts and licenses (access to specific licenses/features, license cleaning, etc.).
• Maintain accurate and up-to-date system configurations.
• Help ensure business continuity of these two strategic services for the company.
• Support the Service Owners in the delivery of specific reporting and analysis.
• Assist in planning, testing, and implementing changes to the services.
• Support in the relationships with the other systems that xECM integrates with (ex: SuccessFactors).

• Continuous Improvement and Transformation:

• Help identify opportunities for process improvement and automation to enhance operational efficiency.
• Contribute to transformation projects by bringing your knowledge and technical expertise of these services (ex: integration with a new service).

• Documentation and Training:

• Provide training and guide employees on the use of xECM and M-Files.
• Develop and maintain user guides, training materials, as well as user-facing knowledge articles.
• Maintain comprehensive documentation of the application’s architecture, processes, and procedures (ex: service requests, account lifecycle management, integrations, etc.).

• Support Operations

• Ensure smooth coordination with the L0/L1 Help Desk and adjust knowledge base articles and incident resolution processes accordingly.
• Collaborate closely with our Managed Services partner who handles L3 support services on xECM.
• Collaborate closely with our Managed Services partner who handles L2/L3 support services on M-Files.
• Ensure a high level of user satisfaction by making sure support requests are addressed correctly in the ITSM tool and resolved efficiently.
• Intervene on the resolution of complex incidents in collaboration with the Service Owner, the editors and the Managed Services partners.
• Analyze recurring incidents to identify root causes and implement corrective/preventive measures to minimize future occurrences.