Pega Application Support Analyst

• 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.
• Hands-on lead to understand and document PEGA workflow applications using PEGA technologies and integrations.
• Provide support to applications in the PEGA Workflow space, troubleshooting and root cause analysis.
• Work collaboratively with application custodians and support team; contribute to application design and implementation focusing on instrumentation and resiliency.

What will you do?

• Investigate, resolve, and report on medium to high complex technical issues requiring PEGA workflow understanding.
• Work closely with application development teams and business partners in Agile labs to understand priorities, impact, and provide accurate timely reports to management regarding status of critical systems processes.
• Understand the integration of the PEGA solution with other enterprise applications through service and streaming technology.
• Proactively identify and act on emerging issues (work with Development teams) to resolve them short and long term; issues often require rapid response and ability to synthesize multiple technical factors quickly to arrive at workaround or solution within hours.
• Make recommendations on process improvements and enhance system and support documentation.
• Actively participate in Agile development projects to represent Production application stability and adhere to Production readiness standards.
• Ensure projects follow RBC standards for security, audit, change management process, support System Integration testing, and support code promotions through automation with excellent performance and reliability.
• Work on IT Risk deliverables: participate in DR exercise, assist in DR planning and design, interact with auditors, ensure applications 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 a 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; manage effective implementation of assigned deliverables.
• Proactively identify potential gaps in monitoring and alerting.
• Perform security assessment: firewall review, certificates management.
• Understand and suggest improvement of the PEGA Architecture – analysis/enhancement.

What do you need to succeed?
Must have:

• Production support experience; 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, functions/views, and execution of stored procedures in DB2/SCON.
• Hands-on experience with monitoring tools such as Dynatrace, Zabbix, PagerDuty, Splunk, and Kibana.
• Ability to problem solve integration issues and provide solutions to requirements and engineering limitations.
• Experience with RBC Infrastructure such as AIX, DB2, F5, NAS, OCP, and z/OS.
• Certified PEGA System Architect certification.

Nice-to-have:

• PEGA application development experience 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.
• Knowledge of On-Premise and Cloud architectures (Amazon AWS, Microsoft Azure, Google GCP), integration by Web Services and APIs (REST).
• Development languages: JavaScript, Shell/Batch.
• Agile development methodologies and tools (Jira, Confluence, ServiceNow, GitHub)