Senior Application Support Analyst – Contract (Toronto)

About the role

We are seeking a Senior Application Support Analyst to deliver world‑class support to RBC employees. You will troubleshoot and resolve application issues, ensure system health, and maintain high customer satisfaction in a fast‑paced banking environment.

Key responsibilities

• Provide day‑to‑day user support for a variety of RBC applications, meeting service level targets.
• Monitor system health, respond to alerts, and take corrective actions as needed.
• Lead investigations of operational failures, drive root‑cause analysis, and implement preventive measures.
• Analyze dashboards (Dynatrace), logs (ELK), and other monitoring tools to identify risks.
• Produce and maintain high‑quality support documentation and processes.
• Write simple SQL queries to generate reports and support decision‑making.
• Collaborate with IT partners and business units to build influence and drive solutions.

Required profile

• Proven experience with the Pega platform and Pega‑based applications.
• Background in AI‑powered, application‑support solutions.
• Strong analytical mindset with ability to manage multiple tasks and deadlines.
• Excellent verbal and written communication skills.
• Willingness to participate in a rotational on‑call support model.

Required skills

• Pega
• SQL
• Unix
• Job Scheduling
• ELK stack
• Dynatrace
• PagerDuty

What we offer

• Competitive hourly rate of CAD $50.
• Hybrid work arrangement with four days onsite in Toronto.
• Opportunity to work for a leading financial institution and develop advanced support expertise.