About the role
OPENTEXT - THE INFORMATION COMPANY OpenText 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. AI-First. Future-Driven. Human-Centered. At OpenText, 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. YOUR IMPACT We are looking for a dynamic Agile Product Owner with a strong background in Customer Support and Service Management platforms to help shape the future of our service experience. This role offers an exciting opportunity to define product strategy, influence organizational priorities, and lead the delivery of high-impact initiatives within an Agile environment. Working closely with stakeholders, engineering teams, and business leaders, you will transform customer and operational needs into innovative solutions that drive efficiency, elevate service quality, and create lasting value. If you're passionate about customer experience, technology, and continuous improvement, we'd love to hear from you. WHAT
THE ROLE OFFERS Product Vision and Strategy: Define and communicate a clear product roadmap and strategy for initiatives that align with business objectives. Backlog Management: Prioritize and manage the product backlog, ensuring that Epics and User Stories are well-defined, estimated, and aligned with the overall product roadmap. Stakeholder Collaboration: Work closely with stakeholders, including business leaders, developers, and other product owners, to gather
requirements, provide updates, and ensure alignment. Agile Framework: Guide the adoption and ongoing adherence to Agile principles and practices to manage and deliver projects, ensuring timely and high-quality outcomes. Domain Experience: Highly experienced implementing and supporting enterprise wide & customer facing support solutions Release Planning: Support release planning activities, including sprint planning, reviews, and retrospectives, to ensure successful delivery of tool features. Leadership: Coach and guide team members in Agile ways of working as well as the tenets of Design based Thinking and Product Ownership WHAT YOU NEED TO SUCCEED Education: Bachelor's degree in Computer Science, Information Technology, Business Administration or a related field. Experience: at least 10 years of experience using Agile principles to deliver Enterprise Applications within a Service Management ecosystem. At least 5 years in a Product Owner capacity Agile Expertise: Strong understanding of Agile delivery principles and their application within the frameworks such as Scaled Agile Framework (SAFe), SCRUM or KANBAN Service Management Knowledge: In-depth knowledge of Customer support processes (incident, request, problem, change, knowledge, escalations), ITSM / ESM concepts (SLAs, OLAs, queues, entitlements, assignment groups, workflows), Contact center operations (intake channels, case routing, tiered support), Customer experience (CX) mindset (friction reduction for both customers and agents, self service & deflection) Communication Skills: Excellent verbal and written communication skills, with the ability to articulate complex concepts to diverse audiences. Analytical Skills: Strong analytical and problem-solving skills, with the ability to make data-driven decisions. Collaboration: Proven ability to work collaboratively in a cross-functional team environment. Certifications: Agile certifications (e.g., SAFe Product Owner/Product Manager, Certified Scrum Product Owner), are highly desirable. ONE LAST THING OpenText's commitment to diversity and inclusion surpasses legal