Title: IT Analyst IV- Technical Support
Duration: 6 Months
Location: Toronto
Schedule: Hybrid (2 days in office, 3 days work from home)
SUMMARY OF THE ROLE:
- Typical Day-to-Day Responsibilities: see below
- How much time is being spent in meetings – 25% of day is spent in meetings
- Who are they interacting with (internal/external) – internal and external
- Will the contractor have access to any customer data? Yes
About This Role
We are looking for someone with diverse skills and background with PEGA Support to carry out broad range of operational activities ranging from troubleshooting, performance tuning, high availability, monitoring and capacity management.
Meaningful work is fueled by meaningful performance and career development conversations with your manager. Here's some of what you may be asked to perform:
- Support applications and database infrastructure by meeting or exceeding standards and service levels while minimizing operational risk.
- Partner closely with stakeholders to improve production environment stability.
- Actively involved on all aspects of support and application issue resolution: identify, assess, recommend, escalate, resolve, report, document and communicate.
- Strong focus on problem determination including data gathering and analysis.
- May develop scripts using appropriate tools to automate, address gaps, simplify or enhance the application/system or environment.
- Provide quality service and solutions consistent with objectives and client requirements.
- Dive into design, review, and integration of all application requirements like functional, security, integration, performance, quality and operations.
- Identify, address application/ data issues, cross-capability and cross-release issues that affect application and database integrity.
- Provide expertise to other functional areas (technology, trends and processes).
- Follow change management procedures. ensure proper testing, sign-off, monitoring.
- Participate in disaster recovery planning (Define, Review, Test).
- Strive to improve production environment stability by working with others to set up, maintain and monitor databases/applications, while meeting availability targets.
- Follow established processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required.
MUST-HAVE Hard Skills:
1.) 8+ years application support experience with PEGA
2.) Good understanding of cloud infrastructure (Azure is preferred) and microservices.
3.) Scripting and automation experience with PowerShell, Python, JavaScript or other scripting languages.
4.) Strong understanding of SQL
SOFT SKILLS:
1.) Strong communication skills – written and verbal
2.) Strong problem-solving skills
3.) Strong analytical skills
NICE-TO-HAVE
1.) PEGA certifications
2.) Banking or financial institution experience
3.)Degree/Level of Education: Undergraduate degree is preferred
