IT Service Management Specialist; extendable

We are seeking a highly experienced Senior IT Service Management Specialist to lead enterprise ITSM implementation, ITIL process management, and service management solution architecture.

The successful candidate will be responsible for managing customer complaints including their recording,

management, escalation (where necessary) and resolution. Coordinate the service team and ensuring that all

customer inquiries and requests are handled promptly, efficiently, and professionally

• Lead the technical design, implementation, configuration, administration, and ongoing enhancement of Open Text SMAX.
• Translate business and ITSM requirements into workflows, business rules, forms, service offerings, approval processes, and automated fulfilment activities.
• Configure assignment rules, notifications, escalations, SLAs, OLAs, roles, and access permissions.
• Design and implement integrations with third-party systems using REST APIs, web services, email integration, and supported integration tools.
• Integrate SMAX with identity management, monitoring tools, and enterprise applications to automate ticket creation, data synchronization, and service fulfilment.
• Troubleshoot complex application, workflow, integration, authentication, and performance issues, coordinating with relevant technical teams and Open Text support.
• Plan and execute SMAX upgrades, patches, and migrations, including impact assessments, testing, rollback planning, and post-implementation validation.
• Support application connectivity, certificates, load balancing, backup, recovery, and availability requirements.
• Develop dashboards and reports covering service performance, SLA compliance, ticket quality, and process effectiveness.
• Prepare and maintain technical architecture, solution design, configuration, integration, and operational support documentation.
• Lead technical testing, support user acceptance testing, and coordinate production deployment and knowledge transfer.
• Review new SMAX capabilities and recommend improvements using supported configuration and customization methods.

• Bachelor's degree in Computer Science, IT or a related field.
• Minimum 16+ years of relevant IT experience.
• Proven experience as a Senior SMAX Technical Consultant, covering implementation, configuration, integration, troubleshooting, and production support.
• Strong knowledge of SMAX architecture, administration, deployment options, and supported customization capabilities.
• Hands-on experience configuring workflows, business rules, service catalogues, approvals, permissions, and service level targets.
• Strong knowledge of REST APIs, JSON, authentication methods, scripting, and enterprise integrations.
• Working knowledge of PostgreSQL and SQL for authorized troubleshooting and data analysis, following vendor-supported practices.
• Experience with Linux, containers, Kubernetes, networking, and security controls, as applicable to the SMAX deployment.
• Demonstrated experience delivering enterprise SMAX upgrades, migrations, and integrations.
• ITIL Foundation certification is required; advanced ITIL qualifications and relevant Open Text certifications are preferred