Provides operations, maintenance, and user support for OpenText products and integrated cloud solutions such as Box.com and Salesforce
Responsible for monitoring application activity, verifying user access, triaging incident reports, and ensuring timely response to end-user requests
Support software configurations, maintain license lists for cleared users, and assist in troubleshooting telecommunications, software, and device issues
Verify and monitor activity of supported applications
Perform closeout tasks, routine checks, and configuration reviews
Run scheduled and ad-hoc application reports; set operational parameters; document activity
Respond to user requests via phone, email, or Teams for information requests, troubleshooting, application, or device issues
Provide assistance within 48 hours of notification
Support testing, maintaining, monitoring, and troubleshooting user systems
Verify, monitor, and maintain a current list of cleared users and associated OpenText product licenses
Perform initial triage of all incoming incident reports at the designated Place of Performance
Ensure all incidents are properly tracked and reported using an AFRBA-approved incident tracking system

Minimum 5 years of experience with OpenText products and direct end-user support
Minimum 3 years of demonstrated experience integrating Box.com and Salesforce systems
Security+ certification (DoD 8570-compliant)
OpenText Business Consultant working knowledge and/or formal certification
Training, working knowledge, and/or certification with: Box.com, Salesforce 24.0 or previous versions
Experience monitoring enterprise software applications and configurations
Ability to run system reports, set parameters, and document system activity
Strong troubleshooting abilities across: Telecommunications, Software applications, User endpoint devices
Familiarity with incident tracking processes and categorization (bugs vs. change requests)

B&A is proud to offer three robust individual and family medical plans to full time employees, including a Health Savings Account (HSA) option as well as two tiers of dental coverage
vision, life & AD&D, disability, accident, hospital indemnity, and critical illness insurance
paid time off
B&A sponsored trainings and certifications
pet insurance benefits
commuter transit benefits
a free subscription to a virtual exercise platform (NEOU)
The B&A Cares program: 30/60/90-day wellness check ins, personal development, financial management, and stress management seminars, and more
A formal mentorship program
Job shadowing and cross training opportunities
Brand Ambassador program
Employee Assistance Program (EAP)
Access to various support resources to include counseling, legal guidance, financial planning, and more
Monthly teambuilding events
B&A Annual Wellness Challenges: #StepWithB&A, #WalkDuringLunchWithB&A, #VolunteeringWithB&A, #ExerciseDuringLunchWithB&A, and more

End User Support Specialist

Key skills