1. Analyze support issues logged with helpdesk ticketing system (JIRA) in accordance with client SLA
2. Coordinate issue and monitor issue resolution
3. Support business user with navigation, and general question about OpenText
4. Create knowledge articles as appropriate
5. Take ownership of issue investigation and resolution
6. Conduct Unit Testing and support other forms of testing
7. Support functional consultants in designing solutions for the gaps identified
8. Work with the EIT OpenText Consultant to facilitate incident & problem resolution.
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