Senior Application Support Analyst - Pega

Aarorn Technologies Inc. • Toronto, ON

4d • CA$50 - CA$52 • Hybrid

About The Position

We are hiring for a Senior Application Support Analyst - Pega position. This role involves providing world-class user support to a wide variety of RBC employees on a day-to-day basis, resolving issues in a timely fashion with a high level of customer satisfaction. The analyst will use outstanding organizational and communication skills to stay on top of ongoing issues and manage situations involving multiple teams, both technical and business. Responsibilities include performing system health checks, monitoring, alerting, and corresponding actions as required. The role also entails leading the investigation and analysis of application operational failures through to resolution, and driving follow-up for root cause identification. Analyzing system monitoring dashboards (Dynatrace), logging systems (ELK), and other tools to identify potential issues, conflicts, and risks is crucial. The position is responsible for ensuring the production and maintenance of high-quality support documents and processes. Writing simple SQL queries against databases and generating reports is also part of the role. Establishing healthy working relationships across a variety of IT partners/units and platforms to build influence and impact with key business partners is expected.

Requirements

• Experience with Pega platform and Pega-based applications.
• Experience with AI-powered, application support-focused solutions
• Experience with architecture/process workflow analysis and design.
• Deadline-driven and results-oriented; able to meet consistently high-quality standards while handling a variety of tasks and deadlines simultaneously.
• Excellent interpersonal and communication skills (verbal and written)
• Basic knowledge and troubleshooting of SQL, Unix, Job Scheduling etc.
• Experience with monitoring tools and creating dashboards on ELK stack, Dynatrace, and PagerDuty
• Flexibility to be part of a rotational on-call support model

Responsibilities

• Provide world class user support to a wide variety of RBC employees on a day-to-day basis, resolving issues in a timely fashion with a high level of customer satisfaction.
• Use outstanding organizational and communication skills to stay on top of ongoing issues and manage situations involving multiple teams, both technical and business.
• Perform system health check, monitoring, alerting, and corresponding action as required.
• Lead the investigation and analysis of application operational failures through to resolution, and drive follow-up for root cause identification.
• Analyze system monitoring dashboard (Dynatrace), logging system (ELK), and other tools to identify potential issues, conflicts, and risks.
• Responsible for ensuring the production and maintenance of high-quality support documents and processes.
• Write simple SQL queries against database and generate reports.
• Establish healthy working relationships across variety of IT partners / units and platforms to build influence and impact with key business partners.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed