OnBase Support Engineer (L3)

Role - OnBase Support Engineer (L3)

Location - Toronto ON (Hybrid)

Experience - 8 years

Type - Full Time Permanent

Must Have Technical/Functional Skills
Deep expertise in Hyland OnBase (Admin Workflow Unity Integration)
Strong SQL / database troubleshooting
Experience in enterprise application architecture & support models
Integration technologies (APIs web services middleware)
ITIL-based incident problem and change management

Preferred
Experience in Insurance / Financial Services (Canada Life context)
Exposure to OnBase migration modernization or transformation programs
Automation/scripting (PowerShell batch jobs)
Performance tuning & system scalability
Roles & Responsibilities
L3 Incident & Problem Management
Resolve critical/complex incidents escalated from L2
Lead root cause analysis (RCA) and permanent fixes
Platform Engineering & Optimization
Design and implement OnBase configurations performance tuning and improvements
Handle upgrades patching and system enhancements
Architecture & Integration Support
Provide SME support for integrations (APIs middleware upstream systems)
Define best practices for document workflows and automation
Release & Change Governance
Lead production releases deployment strategies and stabilization
Ensure change compliance and risk mitigation
Operational Leadership
Guide L1/L2 teams reduce incident backlog improve MTTR
Drive SLA adherence and continuous service improvement

Outcome Focus
Zero critical incidents / improved system resilience
Faster resolution for complex issues
Optimized OnBase performance and scalability
Strong governance and release stability
Generic Managerial Skills If any
NA
Key Words to search in Resume
OnBase Architecture (Enterprise / ECM Design)
Integration (APIs / System-to-System / Middleware)
Workflow Optimization / Automation
Root Cause Analysis (RCA) / Problem Management
Migration / Upgrade (OnBase Appian / CP4BA)