Senior PEGA Application Support Analyst

Cynet Systems Inc; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading technology solutions provider is seeking a specialized PEGA Support Specialist in Toronto. This role involves resolving complex technical issues, supporting Agile development, and ensuring application stability. Ideal candidates should have hands-on experience with PEGA application support, excellent problem-solving skills, and familiarity with RBC Infrastructure. The position offers dynamic project involvement and the chance to enhance system processes.

Qualifications

• Production support experience guiding a team through the incident response process.
• Strong experience in PEGA application support, including tracing and understanding rulesets.
• Experience with monitoring tools such as Dynatrace and Zabbix.

Responsibilities

• Investigate and resolve complex technical issues requiring PEGA workflow understanding.
• Participate in Agile development projects to maintain application stability.
• Collaborate on cross-functional enterprise initiatives and manage implementation.

Skills

PEGA application support

SQL query writing

Integration problem solving

Monitoring tools (Dynatrace, Zabbix)

Hands-on experience with RBC Infrastructure

Education

PEGA System Architect certification

Tools

DB2

AIX

Java script

Agile tools (Jira, Confluence)

Job description

Job Description:

• 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.

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, Client 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).