Overview
Skills
Job Details
Position Summary
The OpenText xECM Consultant is responsible for delivering comprehensive technical support, administration, configuration, and optimization of OpenText Extended ECM (xECM) environments. This role provides multi-tier (1, 2, and 3) support and works closely with client IT teams to resolve system issues, apply patches, perform upgrades, and ensure stable and efficient system performance. The ideal candidate has strong expertise in OpenText Content Server/xECM, SQL, system integrations, and troubleshooting complex enterprise content management environments.
Key Responsibilities
Tier 1 Support (User & Basic System Support)
Respond to user service requests related to xECM functionality.
Troubleshoot permissions, access issues, and basic configuration questions.
Provide end-user guidance, training support, and issue triage.
Document incidents, resolutions, and recurring patterns.
Tier 2 Support (Advanced Functional & Configuration Support)
Diagnose and resolve moderate to complex issues related to workflows, metadata, permissions models, user roles, and UI behavior.
Manage escalations requiring deeper configuration or integration understanding.
Conduct system health checks and participate in environment monitoring.
Work with SQL queries for diagnostics, issue investigation, and performance insights.
Tier 3 Support (System-Level & Architecture Support)
Troubleshoot and resolve major, high-impact system issues affecting multiple users or business units.
Support core platform components including Content Server, Archive Center, Directory Services, and integrations with line-of-business applications.
Analyze logs, database behavior, system architecture, and server-level performance.
Collaborate with vendor (OpenText) or internal engineering teams during critical incidents.
Patching, Upgrades & Maintenance
Apply OpenText patches and updates according to release cycles and client schedules.
Validate compatibility, regression test updates, and communicate impacts or risks.
Perform system maintenance tasks including performance tuning, cleanup tasks, and optimization activities.
Maintain documentation related to system changes, patch history, and operational procedures.
System Monitoring & Support Operations
Monitor application health, integrations, queues, workflows, and system events.
Ensure adherence to SLAs across business hours, after-hours, and weekend support windows.
Provide support during system emergencies and outages
Required Qualifications
Minimum 3 7 years of hands-on experience with OpenText xECM / Content Server (OTCS) administration and support.
Strong understanding of OpenText platform components:
Content Server
xECM modules
Archive Center
Directory Services / Authentication
WebReports
Records Management (RM), if applicable
Proficiency in SQL (MS SQL or Oracle) for diagnostics and query development.
Knowledge of workflow development, metadata configuration, permissions, and UI customization.
Experience troubleshooting integrations between xECM and enterprise applications (ERP, CRM, SharePoint, etc.).
Ability to analyze logs, system issues, and performance bottlenecks.
Familiarity with applying patches, upgrades, and maintenance within enterprise environments.
Strong communication skills with ability to collaborate with end users, IT teams, and vendors.
Experience working in an ITIL-driven service management environment.
Preferred Qualifications
OpenText Certified Professional or Specialist in Content Server/xECM.
Experience supporting public-sector or government IT environments.
Knowledge of security standards, compliance, and regulated environments.
Experience in 24/7 support or on-call roles.
Background in scripting (PowerShell, Python) for automation is a plus.