Pega Application Support Analyst

We are seeking a Pega Application Support Analyst to provide hands-on support and technical leadership for PEGA workflow applications within the Digital Enterprise Documents Digitization and Workflow Solutions (ETDWS) team. This role requires deep expertise in PEGA support, troubleshooting, and integration, as well as the ability to ensure application stability, resiliency, and compliance with enterprise IT standards. You will be responsible for investigating and resolving complex issues, collaborating with development teams, and maintaining system performance in a hybrid Toronto-based environment. Key Responsibilities Investigate, troubleshoot, and resolve medium- to high-complexity technical issues requiring PEGA workflow knowledge. Collaborate with application development teams and business partners to support Agile priorities and ensure production stability. Understand and manage integrations between PEGA workflows and enterprise applications via services and streaming technologies. Perform root cause analysis, develop workarounds, and implement solutions for critical incidents under tight timelines. Participate in Agile projects to ensure production readiness, system integration testing, security, audit, and automation standards. Manage IT Risk deliverables including DR exercises, DR planning/design, and auditor interactions. Maintain technology currency, remediate vulnerabilities, and implement process improvements with an emphasis on automation. Proactively identify and address gaps in monitoring, alerting, and system instrumentation. Perform firewall reviews, certificate management, and security assessments. Provide analysis and recommendations for improvements to PEGA architecture. Contribute to enterprise cross-functional initiatives and effectively implement assigned deliverables. Technical Profile Strong hands-on experience in PEGA application support (tracing, rulesets, agents/listeners, job scheduler, SOAP/REST, service files). Proficiency in SQL (queries, functions, views, stored procedures) on DB2/SCON. Experience with monitoring and alerting tools: Dynatrace, Zabbix, PagerDuty, Splunk, Kibana. Knowledge of RBC infrastructure components: AIX, DB2, F5, NAS, OCP, z/OS. Certified PEGA System Architect. Production support background with proven incident response leadership. Functional Profile Strong problem-solving skills with ability to synthesize technical factors quickly for solutions/workarounds. Experience working in Agile development environments, ensuring production stability during project rollouts. Knowledge of IT Risk standards and compliance, including security and audit processes. Ability to collaborate effectively across teams, balancing development priorities with operational stability. Forward-thinking approach toward instrumentation, resiliency, and automation. Skills Summary Core Expertise: PEGA application support and troubleshooting Incident management and production support leadership Application integration and resiliency Languages & Frameworks: SQL (DB2/SCON) JavaScript, Shell/Batch (nice-to-have) Java/Angular (nice-to-have) Other Tools & Technologies: Dynatrace, Zabbix, PagerDuty, Splunk, Kibana AIX, DB2, F5, NAS, OCP, z/OS Cloud platforms: AWS, Azure, GCP (nice-to-have) Kofax, Content/Records Management, Forms Digitization, RPA (nice-to-have) Soft Skills: Strong analytical and troubleshooting abilities Effective communicator and collaborator across teams Ability to manage high-pressure incidents with rapid response Continuous improvement mindset with focus on automation and efficiency Detail-oriented with strong documentation skills The pay range for this position is $34.13/hour - $53.33/hour. Our benefits include medical, dental, vision, and retirement benefits. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. #J-18808-Ljbffr