Title: Senior Cloud Support Specialist
Duration: 9 months (Possibility of extension)
Location: Waterloo, ON (Hybrid - 3 days a week in office)
 
Description:
As a Senior Cloud Support Specialist, you will represent the organization in client-facing activities for OpenText’s Financial Hub platform. You’ll ensure service excellence by supporting onboarding and certification, coordinating customer needs, and resolving complex technical and operational issues.
 
Key Responsibilities:

• Serve as the single point of contact for all platform service requests.
• Deliver 2nd/3rd level technical support, covering functionality, troubleshooting, and usage.
• Conduct root cause analysis for recurring issues and implement preventative measures.
• Act as the escalation point for high-priority incidents, ensuring timely resolution and communication.
• Monitor applications, alerts, and connections to maintain transaction reliability.
• Perform functional testing prior to production release, ensuring compliance with client requirements.
• Apply ITSM practices (Incident, Problem, Change Management) for consistent support delivery.
• Coordinate onboarding, testing, and certification directly with clients and vendors.
• Maintain documentation and knowledge base articles while contributing to continuous improvement initiatives.
• Ensure compliance with SLAs and escalation procedures.

 
Must have:

• Bachelor’s degree in Computer Science or equivalent professional experience.
• Minimum 5 years in IT, ideally within financial services technology.
• Strong ability to resolve complex issues under pressure.
• In-depth understanding of AP/AR processes, payment workflows, and reconciliation.
• Proven experience in domestic/international payment processing with regulatory compliance.
• Proficiency in SWIFT ISO 15022/20022 standards and related formats.
• Hands-on exposure to TMS, ERP systems, and payment gateways.
• Excellent communication skills—able to simplify technical details for clients.
• Strong problem-solving, prioritization, and multitasking skills.

Preferred Skills:

• Knowledge of trade and post-trade processes (equities, fixed income, ETFs, fund orders).
• Experience with asset financing and treasury management practices.
• Familiarity with automation tools for AP/AR (cash flow forecasting, liquidity management, intercompany funding, banking relationships).
• Willingness to work on a shifting schedule.

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 42.41/hr.