Production Support Analyst – L1/L2 - Appian
- Toronto, ON, Canada
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Original job description
Production Support Analyst – L1/L2 - Appian
Location: Toronto (preference) or London - Hybrid - 2-3 days in office
Contract Role
Role Descriptions:
Skills: Digital : Appian BPM - Business Process Management(BPM) & Appian Workflow, IDP and RPA
Ensures stability and reliability of production systems by reviewing fixes, performing root cause analysis, and validating resolutions, while providing feedback during incident reviews.
Leads troubleshooting and resolution of complex production issues (L2/L3), ensuring timely restoration within SLAs.
Proactively monitors applications, identifies anomalies, and implements preventive measures to reduce incidents.
Drives problem management by addressing recurring issues through root cause fixes and automation.
Enhances system performance and resilience through targeted improvements and tuning.
Supports change and release activities to ensure smooth, low-risk deployments.
Collaborates with cross-functional teams to resolve issues effectively and maintain service continuity.
Maintains runbooks and documentation to improve support efficiency.
Drives automation to reduce manual effort and improve response times.
Mentors team members on support best practices and ensure compliance with security and governance standards while providing feedback to leadership on system health and risks.
More about this job
Responsibilities
Maintain production system stability by monitoring applications, troubleshooting incidents, analyzing root causes, and delivering timely resolutions within service-level agreements. Improve resilience through preventive fixes, automation, performance tuning, release support, documentation, and collaboration with cross-functional teams.
Requirements
The role calls for experience supporting Appian BPM and workflow applications, including intelligent document processing and robotic process automation. It also requires production troubleshooting, root cause and problem management, monitoring, automation, release support, and adherence to security and governance standards.
Skills
- Appian BPM
- Business Process Management
- Appian Workflow
- Robotic Process Automation
- Production Support
- Root Cause Analysis
- Incident Management
- Problem Management
- Application Monitoring
- Performance Tuning
- Change and Release Management
- Automation
- Runbook Documentation
- Security and Governance
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Software
- Customer Service & Support
Keywords
- Appian
- Business Process Management
- Appian Workflow
- Robotic Process Automation
- Production Support
- L1 Support
- L2 Support
- L3 Support
- Root Cause Analysis
- Incident Reviews
- Service-Level Agreements
- Application Monitoring
- Anomaly Detection
- Problem Management
- Automation
- Performance Tuning
- System Resilience
- Change Management
- Release Management
- Runbooks
- Security
- Governance
- Cross-Functional Collaboration