Specialist - Enterprise Business Applications (Support)

We are seeking a technically proficient IT Specialist with expertise in Business Process Management (BPM) and workflow automation to join our Enterprise Business Applications Support team. This role is responsible for maintaining, optimizing, and supporting the bank’s critical business applications (e.g., CRM, loan origination, customer onboarding) and BPM platforms (e.g., Pega, Appian, IBM BPM). The ideal candidate will have hands-on experience in application support, process automation, and workflow design to drive operational excellence and align technology with business goals.

Responsibilities:

1. BPM & Workflow Support:
   Provide Level 2 / 3 technical support for enterprise BPM platforms and workflow-driven applications, resolving issues related to process automation, task routing, and system integrations.
   Troubleshoot and resolve workflow errors, system bottlenecks, and integration failures to ensure uninterrupted business operations.
   Perform root cause analysis (RCA) for recurring issues and implement preventive solutions.
2. Process Optimization & Automation:
   Collaborate with business analysts to design, model, and optimize workflows using BPM tools (e.g., Pega, Appian, Camunda).
   Automate manual processes to improve efficiency, reduce errors, and enhance user experience.
   Monitor workflow performance and recommend enhancements to align with evolving business needs.
3. Application Maintenance & Monitoring:
   Monitor enterprise business applications and BPM systems using tools like Splunk, Grafana, or Dynatrace to ensure high availability and performance.
   Execute scheduled maintenance, patches, and upgrades while adhering to ITIL-based change management processes.
   Validate system stability post-deployment and coordinate with development teams for fixes.
4. Compliance & Documentation:
   Ensure BPM workflows and applications comply with regulatory standards (e.g., GDPR, SOX, AML) and internal policies.
   Document workflows, system configurations, and troubleshooting guides for internal teams and auditors.
   Support audits and risk assessments for business applications and BPM platforms.
5. Stakeholder Collaboration:
   Partner with business units (e.g., operations, compliance, customer service) to translate requirements into technical workflows.
   Train end-users on BPM tools and workflow functionalities.
   Liaise with vendors to resolve platform-specific issues and implement enhancements.
   Stay updated on emerging BPM trends (e.g., low-code platforms, AI-driven automation) and propose innovative solutions.
   Identify opportunities to integrate BPM systems with other enterprise applications (e.g., ERP, CRM).

Requirements:

1. Education:
   Bachelor’s degree in Computer Science, Information Technology, or a related field.
2. Experience:
   3-5 years of experience in application support, with a focus on BPM / workflow platforms (e.g., Pega, Appian, IBM BPM) in banking or financial services.
   Hands-on experience in workflow design, process modeling, and automation.
   Familiarity with enterprise applications (e.g., Salesforce, SAP, Oracle) and their integration with BPM tools.
   Proficiency in SQL for data analysis and scripting (e.g., Python, PowerShell) for automation tasks.
3. Technical Skills:
   Expertise in BPM tools (e.g., Pega, Appian, Camunda) and workflow engines.
   Proficiency in ITSM tools (e.g., ServiceNow, Jira) and monitoring tools (e.g., Splunk, New Relic).
   Knowledge of APIs, web services (REST / SOAP), and integration patterns.
   Understanding of cloud platforms (AWS, Azure) and DevOps practices is a plus.
4. Soft Skills:
   Strong analytical and problem-solving skills with attention to detail.
   Excellent communication skills to bridge technical and business teams.
   Ability to manage multiple priorities in a fast-paced, regulated environment.