Senior Application Support Analyst

Job Title: Senior Application Support Analyst

Pay Rate: CADCAD 50 And HR INC

Job Description

• What will you do?
• 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 your 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 do you need to succeed?

Must-Have

• 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
• Disclaimer: AI tools may assist in the recruitment process; however, all hiring decisions are made by the recruitment team based on a comprehensive evaluation of candidates.