OnBase Support Engineer (L2)

Role - OnBase Support Engineer (L2)

Location - Toronto ON (Hybrid)

Experience - 8 years

Type - Full Time Permanent

Must Have Technical/Functional Skills
Hyland OnBase administration & support
SQL (querying troubleshooting data issues)
Application support tools (ServiceNow / ITSM)
Log analysis troubleshooting batch/job monitoring
Knowledge of ECM workflow automation document lifecycle

Preferred
Experience in Insurance / Financial Services (Canada Life context)
Exposure to OnBase migration / upgrades
Scripting (PowerShell / basic automation)
ITIL-based support model
Roles & Responsibilities
L2 Incident & Problem Management
Troubleshoot application issues analyze logs and resolve complex incidents
Perform root cause analysis (RCA) and support defect fixes
Application Support & Maintenance
Support OnBase modules (Document Management Workflow Integration)
Handle configuration changes patches and upgrades
Service Operations
Monitor system health queues and batch jobs
Ensure SLA compliance ticket triaging and resolution tracking
Integration Support
Support integrations with upstream/downstream systems (APIs middleware)
Assist with data issues and document ingestion failures
Release & Change Support
Support deployments regression validation and release stabilization

Outcome Focus
Reduced incident backlog
Faster resolution (MTTR)
Stable OnBase operations & SLA adherence
Generic Managerial Skills If any
NA
Key Words to search in Resume
OnBase (Hyland ECM)
Workflow / Workflow Support
Incident Management / Production Support (L2)
SQL / Database Troubleshooting
Integration Support (APIs / Document Ingestion)
OnBase ECM foundation
Workflow and document lifecycle handling
Support operations (incident resolution)
Technical troubleshooting (DB integration)