Senior OnBase Support Engineer – L3 / OnBase SME

Location: Toronto, ON-Hybrid – 3 days/week onsite

Long Time Contract

Experience: 6–8 years

Required Skill: Microsoft SQL Server 2019

Domain: Enterprise Content Management (ECM) / Document Management

Role Overview:

We are seeking a Senior OnBase Support Engineer / OnBase SME with 6–8 years of experience to provide L3 production support, platform engineering, integration support, performance optimization, and technical leadership for the OnBase ECM platform. The ideal candidate will have strong expertise in OnBase architecture, workflows, integrations, troubleshooting, upgrades, and enterprise document management solutions.

Key Responsibilities:

1. L3 Incident & Problem Management

- Resolve critical and complex OnBase incidents escalated from L1/L2 support teams.
- Perform detailed troubleshooting and root cause analysis (RCA).
- Identify recurring issues and implement permanent corrective solutions.
- Drive problem management and reduction of incident backlogs.
- Ensure adherence to SLAs and production support standards.

2. OnBase Platform Engineering & Optimization

- Design, configure, and optimize OnBase platform components.
- Perform OnBase performance tuning, capacity planning, and system optimization.
- Implement platform enhancements and configuration changes.
- Support OnBase upgrades, patches, migrations, and system enhancements.
- Improve platform reliability, scalability, and overall system resilience.

3. Architecture & Integration Support

- Provide SME-level support for OnBase architecture and enterprise ECM solutions.
- Support integrations with APIs, middleware, and upstream/downstream systems.
- Troubleshoot system-to-system integration issues.
- Define best practices for document workflows, automation, and integrations.
- Collaborate with application, infrastructure, and integration teams on complex technical issues.

4. Release & Change Management

- Lead production releases, deployments,



and post-release stabilization.
- Develop and execute deployment and rollback strategies.
- Ensure production changes comply with change-management processes.
- Assess technical risks and implement appropriate mitigation strategies.
- Support release planning, testing, and production validation.

5. Operational Leadership

- Provide technical guidance and mentoring to L1/L2 support teams.
- Drive continuous improvement initiatives to reduce MTTR and incident volumes.
- Improve operational processes, support documentation, and troubleshooting procedures.
- Monitor service performance and ensure SLA adherence.
- Act as the primary technical escalation point for complex OnBase issues.

Required Skills & Experience

- 6–8 years of experience in application/platform support or enterprise content management.
- Solid hands-on experience with OnBase .
- Strong understanding of OnBase Architecture / Enterprise ECM Design .
- Experience with OnBase integrations , APIs, middleware, and system-to-system integrations.
- Strong knowledge of OnBase Workflows , document management, and workflow automation.
- Experience with Microsoft SQL Server 2019 , including troubleshooting and performance optimization.
- Hands-on experience with RCA, Incident Management, and Problem Management .
- Experience supporting OnBase upgrades, migrations, patches, and enhancements .
- Experience with production releases and change/release governance.
- Strong troubleshooting and analytical skills.
- Experience working in L3 production support environments.

Nice to Have

- Experience with Appian .
- Experience with IBM Cloud Pak for Business Automation (CP4BA) .
- Experience migrating from OnBase to other ECM/workflow platforms.
- Enterprise document management and workflow automation experience.
- ITIL/production support experience.

Thanks & Regards, Ranjeet Kumar |Talent Acquisition Specialist

Tel: (phone hidden)

Email id – [email protected]

Linkedin ID- www.linkedin.com/in/ranjeet-k-saini-7a583485

Web – https://www.scalable-systems.com/

📌 Senior OnBase Support Engineer –/ OnBase SME (Toronto)
🏢 Scalable Systems
📍 Toronto