Company Description CTO Consulting is an Australian digital transformation and ICT advisory firm that supports government and industry in delivering efficient, scalable, and citizen-focused digital services. The company specialises in project management and delivery, architecture and governance, and independent assurance across complex programs and multi-vendor environments. With deep experience in transformation, CTO Consulting helps organisations modernise their digital footprint using proven methodologies and experienced teams. The firm designs and assures target architectures across cloud, integration/API, data and analytics, information management, resilience, and operational readiness to ensure compliant and sustainable solutions. CTO Consulting also guides clients in adopting AI safely at scale, and is known for trusted, relationship-driven partnerships focused on improved business outcomes and shared success. OpenText Support Engineer Job Summary We're seeking an experienced OpenText Support Engineer to join our team supporting a Commonwealth Government client. Reliable IT service management platforms are the backbone of effective government service delivery, and we're looking for someone with hands-on OpenText Service Manager 9 (SM9) and CMDB experience who can keep these critical systems stable, well configured and continually improving. This role requires a current NV1 (AGSVA) security clearance. OpenText Support Engineer Job Responsibilities and Duties: Primary Responsibilities
• Providing day-to-day application support for the OpenText Service Manager 9 (SM9) platform, including incident, problem, change, request and knowledge management modules
• Investigating, diagnosing and resolving application issues, and escalating to OpenText vendor support where required
• Administering and maintaining the Configuration Management Database (CMDB), including CI data quality, relationships, reconciliation and data integrity




• Configuring and tailoring SM9 workflows, forms, rules, notifications, SLAs and user/role access in line with endorsed designs
• Supporting integrations between SM9, the CMDB and other enterprise systems (e.g. discovery tools, monitoring, identity and reporting platforms)
• Planning and applying patches, upgrades and releases, including testing and post-implementation verification
• Monitoring application health, performance and availability, and undertaking proactive maintenance
• Working with business stakeholders and ITSM process owners to translate requirements into configuration changes
• Maintaining application support skills and working knowledge in the following (or similar) technologies and concepts:
• OpenText Service Manager 9 (SM9) and Service Manager Service Portal;
• OpenText Universal CMDB (UCMDB) and Universal Discovery;
• ITIL-aligned IT service management processes;
• Relational databases (Oracle and/or MS SQL Server) and SQL;
• Windows and/or Linux server environments;
• Web services and API-based integration patterns. Responsible for producing the following documentation
· Application support procedures, runbooks and knowledge articles.
· Configuration and change records for SM9 and CMDB changes.
· Test plans and results for patches, upgrades and enhancements.
· CMDB data quality and service performance reports.
· Root cause analysis and post-incident reports. Secondary Responsibilities
· Participating in change and release governance processes, including Change Advisory Board (CAB) submissions




· Supporting continual service improvement initiatives across ITSM processes and tooling
· Contributing to CMDB data governance, including CI class models, ownership and audit activities
· Providing user training and support for service desk and resolver group staff
· Participating in an after-hours on-call roster as required
· Will be expected to transfer skills and knowledge to our Client staff and ensure appropriate documentation is stored in accordance with the Client's recordkeeping policy and practices.
· Must hold a current NV1 Australian Government Security Clearance (AGSVA) OpenText Support Engineer Skills and

Qualifications:
· Bachelor degree in IT, computer science or similar, or equivalent industry experience
· Demonstrated 5+ years' experience in application support within an enterprise or government environment
· Demonstrated hands-on experience supporting and configuring OpenText (formerly Micro Focus / HP) Service Manager 9 (SM9)
· Demonstrated experience administering a CMDB, ideally OpenText UCMDB, including data modelling, discovery and reconciliation
· Sound understanding of ITIL processes; ITIL Foundation certification highly desirable
· Strong analytical and troubleshooting skills with a detail-oriented approach to tasks
· Demonstrated ability to work with a high degree of independence and professionalism, including the ability to prioritise and undertake a diverse workload and respond positively and flexibly to change.
· Strong interpersonal skills, including both oral and written communication, with a demonstrated ability to engage stakeholders, build trust and effectively manage expectations.
· Experience with SMAX or other ITSM platforms (e.g. ServiceNow) is advantageous Must hold a current NV1 Australian Government Security Clearance (AGSVA). Only candidates with an active NV1 clearance will be considered.

📌 OpenText Support Engineer (Sydney)
🏢 CTO Consulting
📍 Sydney