Job Summary
As an Appian & TIBCO AMX BPM Support Specialist, you will ensure the operational stability of BPM solutions for Life Sciences and Healthcare clients. Your focus will be on incident management, workflow troubleshooting, and maintaining high availability of business process management platforms.
Key Responsibilities
• Provide L2/L3 support for Appian and TIBCO AMX BPM solutions, ensuring high availability.
• Manage incidents, service requests, and changes using ServiceNow, following ITIL best practices.
• Monitor BPM platform health using Dynatrace and BigPanda, proactively identifying issues.
• Troubleshoot workflow failures, integration issues, and process bottlenecks.
• Collaborate with BPM development teams to escalate complex issues and coordinate fixes.
• Document known issues, troubleshooting guides, and operational procedures in Confluence.
• Track support activities in JIRA, ensuring SLA compliance and timely resolution.
• Perform routine maintenance and basic automation using shell scripts.
• Coordinate with infrastructure teams for AWS/Azure-related issues.
• Participate in on-call rotations and provide after-hours support as needed.
Skill Requirements
• Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related field.
• 2+ years of experience in BPM application support or IT operations.
• Strong understanding of ITSM processes (ITIL certified preferred) and experience with ServiceNow.
• Proficiency with Dynatrace, BigPanda, or similar monitoring tools.
• Experience with JIRA for ticket management and Confluence for documentation.
• Basic shell scripting skills for automation.
• Foundational knowledge of AWS and Azure cloud platforms.
• Basic understanding of Appian, TIBCO BPM, and workflow automation concepts is a plus.
• Excellent analytical, problem-solving, and communication skills.
• Exposure to GenAI technologies and Gemini for AI-assisted operations and automation is a plus.