Senior Consultant

Job Summary

Reckitt is seeking an experienced SAP OpenText Consultant to provide Level 3 support, governance, and technical expertise for OpenText solutions integrated with SAP applications. The consultant will be responsible for supporting OpenText content management, document archiving, workflow management, repository administration, and SAP integration while driving service excellence across a global AMS environment.

The role requires strong experience in OpenText platforms, SAP document management integration, incident resolution, problem management, release support, and continual service improvement.

Key Responsibilities

Application Support & Operations

• Provide L3 support for OpenText platforms integrated with SAP applications.
• Resolve complex incidents related to document retrieval, archiving, repository performance, workflow failures, and content management.
• Manage document ingestion, indexing, storage, and retrieval processes.
• Support business-critical OpenText services in accordance with SLA and KPI commitments.
• Conduct root cause analysis for recurring issues and implement permanent fixes.

SAP Integration Management

• Support OpenText integration with SAP ECC environments.
• Manage SAP ArchiveLink, Content Server, Extended ECM, and related integrations.
• Troubleshoot document-linking, archiving, and workflow-related issues.
• Coordinate with SAP Functional, Basis, Security, Infrastructure, and Database teams for issue resolution.

Change & Release Management

• Support system upgrades, patches, configuration changes, and releases.
• Perform impact assessments and risk analysis for proposed changes.
• Participate in testing activities, including unit testing, SIT, and UAT support.
• Ensure all changes comply with governance and audit standards.

Service Transition Activities

• Participate in Knowledge Transfer (KT), Shadow and Reverse Shadow sessions.
• Validate support readiness, operational procedures, and support boundaries.
• Create and maintain:
• Runbooks
• Standard Operating Procedures (SOPs)
• Knowledge Articles
• Support Playbooks
• Escalation Matrices
• Disaster Recovery Documentation
• Support service acceptance and operational readiness reviews.

Continuous Improvement

• Identify automation and process optimization opportunities.
• Improve monitoring, alerting, and operational controls.
• Recommend archiving and content lifecycle management improvements.
• Contribute to service improvement initiatives and compliance programs.

Skill Requirements

Technical Skills

• Strong experience with:
• OpenText Content Server
• OpenText Archive Server
• OpenText Extended ECM (xECM)
• SAP ArchiveLink
• SAP Content Repository
• Document Archiving Solutions
• Experience supporting SAP ECC environments.
• Understanding of document management, retention, compliance, and governance processes.
• Knowledge of workflow configuration and troubleshooting.
• Familiarity with database concepts, storage platforms, and infrastructure dependencies.
• Experience working with integration points across SAP Finance, Procurement, and Supply Chain processes.

Operational Skills

• Incident, Problem, Change, and Release Management.
• Root Cause Analysis and structured troubleshooting.
• Monitoring and operational support in global environments.
• Vendor management and cross-functional coordination.

Qualifications

• Bachelor's Degree in Engineering, Computer Science, Information Technology, or related discipline.
• 6-10 years of IT experience.
• 4+ years of hands-on OpenText administration and support experience.
• Experience in global AMS support environments preferred.
• OpenText and SAP certifications is mandatory

Other Requirements