Role: Pega Support Analyst
Location: Toronto, ON
Duration: Contract
"WHAT IS THE OPPORTUNITY?
We are looking to for a Senior Application Support Analyst with PEGA technical knowledge to support the applications within the portfolio of Digital Enterprise Documents Digitization and Workflow Solution's (ETDWS) Team.
As a Senior Application Support Analyst, you will be the hands-on lead to understand, document the PEGA workflow applications using the PEGA technologies and understand the integrations to the application workflow. The team will provide support to a number of applications in the PEGA Workflow space, troubleshooting and root cause analysis.
Working collaboratively with our application custodians and support team and be a key contributor to application design and implementation with forward thinking towards instrumentation and resiliency.
WHAT WILL YOU DO?
Investigate, resolve and report on medium to high complex technical issues which requires PEGA workflow understanding
Works closely with application development teams and business partners in the Agile labs to understand priorities, impact and provides accurate timely reports to management regarding status of critical systems processes
Understand the integration of the PEGA solution with other enterprise application through service and streaming technology.
Proactively identifies and acts on emerging issues (and works with Development teams) to resolve them in the short and long term. Many of these issues require rapid response and the ability to synthesize multiple technical factors quickly in order to arrive at a workaround or solution within hours.
Makes recommendations on process improvements and enhances system and support documentation.
Actively participate in Agile development projects to represent the interests of maintaining Production application stability and adhering to Production readiness standards. Your participation would ensure that projects follow RBC standards for security and audit, change management process, supporting System Integration testing, and supporting code promotions through various stages to production through automation with excellent performance and reliability
Work on IT Risk deliverables: participate in DR exercise, help in DR planning and design; interacting with various auditors and make sure that applications in our portfolio function according to published RBC IT Risk Standards.
Maintain technology currency and vulnerabilities remediation with keen eye on process improvement and automation capabilities
Analyze, troubleshoot and debug problems in continuously growing integrated environment,
Continuously identify potential issues, conflicts, and risks. Analyze, mitigate and escalate where appropriate
Collaborate and contribute on cross-functional enterprise initiatives and manage the effective implementation of assigned deliverables.
Maintain technology currency and vulnerabilities remediation with an eye on process improvement and automation capabilities
Proactively identify potential gaps in monitoring and alerting
Security Assessment- Firewall review, Certificates Management
Understand and suggestion improvement of the PEGA Architecture Analysis/Enhancement
WHAT DO YOU NEED TO SUCCEED?
Must have:
Production support experience who is able to effectively guide a team through the incident response process
Strong hands-on experience in PEGA application support tracing, understanding rulesets, agents/listeners, job scheduler, connect SOAP/REST, service files
Experience in writing SQL queries, function/views and execution of Store Procedures in DB2/SCON
Hands-on experience with monitoring tools such as Dynatrace, Zabbix, PagerDuty, Splunk and Kibana
Able to problem solve integration issues to provide solutions to requirements and engineering limitations
Experienced with RBC Infrastructure such as AIX, DB2, F5, NAS, OCP, and z/OS
Certified PEGA System Architect certification
Nice-to-have:
PEGA application development experiences with medium high complexity.
In-depth knowledge of PEGA version 7, 8.5 and up.
Good understanding of Camunda, Angular, JAVA and Cloud Technologies.
Prior experience with Kofax, Content Management, Records Management, Forms Digitization, RPA
On-Premise and Cloud architectures (Amazon AWS, Microsoft Azure, Google GCP), integration by Web Services and APIs (REST)
Development language: Java script, Shell/Batch
Agile development methodologies and tools (Jira, Confluence, Service Now, GitHub)
