Sr. End User Services Analyst

Opentext
- The Information Company

Open Text is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

At Open Text, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.

Open Text is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

At Open Text, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.

As 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.

• 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 Room Kit, 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, Power Shell, 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.

• 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…