OnBase Support Engineer (L2/L3) / Toronto, ON (Hybrid) - FTE

Role: OnBase Support Engineer (L2/L3) Location: Toronto, ON (Hybrid) Experience: 8+ Years Type: Full-Time Permanent (FTE) Pay range: 90k - 110k/Yearly Job Summary We are seeking an experienced OnBase Support & Platform Engineer with strong expertise in Hyland OnBase administration, workflow management, integration support, and enterprise application support. The role will be responsible for managing L2/L3 production support, resolving complex incidents, driving root cause analysis, supporting platform enhancements, and ensuring the stability, scalability, and performance of the OnBase ecosystem. The candidate will work closely with business stakeholders, application teams, and infrastructure teams to deliver reliable document management and workflow automation services.

Must-Have Technical/Functional Skills Strong expertise in Hyland OnBase (Administration, Workflow, Unity Client, Integration Services) Hands-on experience with OnBase Document Management, Workflow, and ECM solutions Strong SQL skills for querying, troubleshooting, and data analysis Experience in Incident, Problem, and Change Management Knowledge of ITSM tools (ServiceNow or similar) Log analysis, troubleshooting, batch/job monitoring, and production support Experience supporting APIs, web services, middleware, and system integrations Understanding of document lifecycle management and workflow automation Knowledge of ITIL-based support and operational processes Preferred Skills Experience in Insurance or Financial Services domain Exposure to OnBase migrations, upgrades, modernization, or transformation programs Experience with PowerShell, batch scripting, or automation Performance tuning and system scalability experience Knowledge of enterprise application architecture and support models Exposure to Appian, CP4BA, or other ECM/workflow platforms Roles & Responsibilities Incident & Problem Management Provide L2/L3 support for OnBase applications and platforms. Troubleshoot application issues, analyze logs, and resolve complex incidents. Lead and perform Root Cause Analysis (RCA) for recurring and critical issues.

Implement permanent fixes and preventive measures to improve system stability. Support defect analysis, testing, and remediation activities. Application Support & Maintenance Support OnBase modules including Document Management, Workflow, Integration Services, and Unity.

Perform configuration changes, patch installations, upgrades, and platform enhancements. Maintain application availability, reliability, and operational excellence. Troubleshoot document ingestion failures, workflow issues, and user-reported problems.

Platform Engineering & Optimization Design, configure, and optimize OnBase solutions to improve performance and scalability. Conduct system performance analysis, tuning, and capacity planning. Recommend and implement platform improvements and automation opportunities.

Drive continuous service improvement initiatives. Integration & Architecture Support Provide SME support for integrations involving APIs, middleware, and upstream/downstream systems. Troubleshoot integration failures and data synchronization issues.

Support enterprise architecture standards and best practices. Define and enhance workflow automation and document processing solutions. Service Operations Monitor application health, queues, interfaces, and batch jobs.

Ensure SLA compliance, ticket triaging, escalation management, and resolution tracking. Reduce incident backlog and improve Mean Time to Resolution (MTTR). Maintain operational documentation, knowledge articles, and support procedures.

Release & Change Management Support and lead production deployments, upgrades, and release activities. Perform regression validation, release stabilization, and post-deployment support. Ensure adherence to change management processes and risk mitigation controls.

Coordinate with cross-functional teams for successful release execution. Leadership & Governance Act as a technical SME for the OnBase platform. Mentor and guide L1/L2 support teams.

Drive operational excellence, governance, and service improvement initiatives. Collaborate with stakeholders to align support and enhancement activities with business objectives. Expected Outcomes Reduced incident backlog and improved operational efficiency.

Faster incident resolution and improved MTTR. Stable and resilient OnBase platform operations. Enhanced system performance, scalability, and reliability.

Improved SLA adherence and service quality. Strong release governance and production stability. Reduced recurrence of critical incidents through effective RCA and preventive actions.