Service Operation Expert - xECM (Opentext) and M-Files (Portugal based)

Are you passionate about ensuring the seamless operation of enterprise content management services? Do you thrive in optimizing system performance and user satisfaction?

Boost IT (Emagine Group) is looking for a Service Operation Expert to oversee and enhance the xECM (Opentext) and M-Files services.

Join us to drive operational excellence and digital transformation!

Service Operations

• Facilitate the creation and delivery of service requests related to xECM and M-Files.
• Manage the lifecycle of user accounts and licenses, including provisioning, feature access, and license optimization.
• Maintain accurate and up-to-date system configurations to ensure reliability.
• Support business continuity of these two strategic services for the company.
• Assist the Service Owners in delivering specific reporting and analysis.
• Plan, test, and implement service enhancements and changes.
• Oversee relationships and integrations between xECM and other systems (e.g., SuccessFactors).

Continuous Improvement & Transformation

• Identify and implement process improvements and automation to optimize efficiency.
• Contribute to transformation projects, leveraging technical expertise for integrations and service improvements.

Documentation & Training

• Develop and maintain user guides, training materials, and knowledge base articles.
• Train and support employees in the effective use of xECM and M-Files.
• Maintain comprehensive documentation of application architecture, processes, and procedures.

Support Operations

• Coordinate with L0/L1 Help Desk to refine knowledge base articles and improve incident resolution.
• Collaborate with Managed Services partners handling L3 support for xECM and L2/L3 support for M-Files.
• Monitor and improve user satisfaction by ensuring efficient support request resolution in the ITSM tool.
• Investigate and resolve complex incidents, working closely with the Service Owners, software vendors, and Managed Services partners.
• Analyze recurring incidents to identify root causes and implement preventive measures.

• Strong experience in Enterprise Content Management services (xECM, M-Files, or similar platforms).
• Expertise in user support, service management, and system optimization.
• Experience with integrations, automation, and system configurations.
• Proactive problem-solver with a structured and analytical approach.
• Excellent communication and training skills to support end-users effectively.