Operations Lead (OpenText)

About the role

CVP is seeking an OpenText Operations Lead who will own Platform Administration and End-User Support for OpenText and adjacent platforms (Content Server, AppWorks, Drupal, Moodle) for a Federal Research Institute.

Responsibilities

• Direct change management, upgrades, performance monitoring, outage communications, RCA/trending, license/ODC tracking, Tier-1 help desk (ServiceNow), and security/ATO sustainment - meeting service expectations of the Federal Research Institute.
• Plan and execute deployments and upgrades; coordinate with IT/Ops to minimize disruption; monitor performance; notify outages to stakeholders; complete RCAs and trend analyses.
• Manage change/configuration for consistency and reliability across supported applications; maintain SOPs for operations, maintenance, and repair.
• Maintain licenses/ODCs and service agreements; ensure availability and performance requirements are met or exceeded.
• Operate Tier-1 help desk workflows in ServiceNow; convert ticket analytics into backlog improvements and knowledge-base content.
• Cook up coordination with security for continuous monitoring, vulnerability remediation, and ATO evidence as part of routine operations.
• Support on-site surge needs and hybrid operating rhythm consistent with service hours.

Requirements

• Public Trust eligibility.
• Bachelor’s degree in IT, Information Systems, or related field.
• 7+ years operating enterprise platforms (OpenText Content Server/AppWorks) with change, incident, and release management; proven SOP and RCA authorship.
• Experience with performance telemetry, uptime reporting, ServiceNow ticketing/metrics, and planned maintenance communications.

Desired Skills

• NIH operations experience, including on-site support at 5601 Fishers Lane and RML and adherence to service hours (700-1800 ET; after-hours by COR).
• Familiarity with adjacent platforms (Drupal, Moodle) and security/ATO sustainment in NIH environments.

Benefits

Location: Rockville, MD (Hybrid)

Salary Band: $145,000-155,000 (Depending on experience)

This role is pending program award.

Qualifications

CVP is an award-winning healthcare and next-gen technology and consulting services firm solving critical problems for healthcare, national security, and public sector clients. We help organizations achieve lasting transformation. CVP is an Equal Opportunity Employer dedicated to actively recruiting individuals and providing advancement opportunities based on merit and legitimate job qualifications. We ensure that all associates receive equal opportunities based on their personal qualifications and job requirements. CVP strictly prohibits any form of discrimination or harassment. At CVP, we cultivate a work environment that encourages fairness, teamwork, and respect among all associated. We are committed to maintaining a workplace where everyone can grow both personally and professionally.