A Technical Support Engineer or Analyst provides technical support as a part of an organization's information technology department, or assists customers with technical issues related to computer or technology products. Helps to maintain company computer and phone networks and troubleshoot problems Helps clients diagnose and solve computer or technology system problems.
We are seeking a highly experienced Senior OnBase Developer to design, develop, and support enterprise content management (ECM) solutions using Hyland's OnBase platform. This is a hybrid development and support role requiring the candidate to handle production incidents, fulfil service requests, and deliver enhancements — all while maintaining high system availability and user satisfaction.
Key Responsibilities Incident Management:
Investigate, troubleshoot, and resolve OnBase production incidents within defined SLA timelines
Root Cause Analysis:
Perform RCA on recurring issues and implement permanent fixes to reduce incident volume
Service Requests:
Analyze, estimate, and deliver OnBase enhancements and configuration changes requested by business teams Design and develop OnBase workflows, Unity Forms, document types, and integrations Lead and participate in OnBase upgrades, patches, and environment maintenance Collaborate with business stakeholders to gather requirements and translate them into technical solutions Maintain and update technical documentation including runbooks, solution designs, and change records Coordinate with infrastructure, DBA, and application teams during incident resolution Mentor junior team members and provide technical guidance Ensure all changes follow ITIL-aligned change management processes Required Qualifications 10+ years of hands-on OnBase development and administration experience Proven experience in a production support or application support capacity Proficiency in OnBase Workflow, Document Imaging, Unity Forms, and Reporting Dashboards Strong experience with OnBase Unity Scripts (C#/.NET) Experience with OnBase API / Integration Server for third-party integrations Solid understanding of SQL Server — queries, stored procedures, and performance troubleshooting Familiarity with ITIL framework — Incident, Problem, and Change Management Experience working with ticketing systems such as ServiceNow, Jira, or Remedy Knowledge of OnBase environment management across Dev, QA, and Production Preferred Qualifications Hyland OnBase Certified System Administrator (OCSA) or equivalent certification Familiarity with Agile/Scrum or Kanban methodologies for managing support queues
