Position summary: A Hyland OnBase Application Support Specialist in Kyndryl, is a person who has good experience in providing application support and troubleshooting for the customers Hyland OnBase application and can understand customizations. Person will troubleshoot and resolve application incidents and service requests for OnBase and will have responsibilities as defined in role description and responsibilities section below. In this customer's implementation, the are running Hyland OnBase version 18 and are discussing moving to the cloud and upgrading. They use Workflow, Unity/Web Client, Forms, Archive Link to SAP, Scripts (VB) and some unity customizations.

Work experience: Overall 7+ years of relevant IT experience, with focus on application support and development. Out of that, 3+ years expertise in a support domain with required technical skills.

Role description

1. Handles application support and potential project activities related to OnBase as a subject matter expert.

2. Ability to cross train others in the technical area(s) as to provide backup personnel when not available.

3. Ability to learn other tech skills to maximize utilization and contribute to overall application support.

Responsibilities

The chosen candidate will take on the following responsibilities in the following areas.

- Hyland OnBase v18 Applications Support (Level 2 and 3)

- Take knowledge transfer from existing integration Subject Matter Experts while improving documentation, processes and ways of working.

- Provide production support and administration for the OnBase document management platform.

- Resolve application availability, performance, login,



loading and system error incidents.

- Monitor OnBase health, processing queues, application services, file locations and scheduled processes.

- Troubleshoot stuck documents

- Engage with users to support application integrations based on Service Level Agreements while striving to provide high standards and quality of customer service.

- Work with Third Party Vendors as necessary.

- Ability to learn and understand customers' business and applications environment.

- Provide timely and high-quality documentation in Service Now of all investigations and user, business analyst, customer IT and third party interactions.

- Train other team members to enable them to provide coverage when unavailable

- Ability to cross train and learn new technical skills to help improve overall performance and ability to contribute to application management support.

- Performing code/configuration review of fixes and project deliverables. Lead work sessions and client discussion with application development/support teams.

- Perform code/configuration changes based on the defined strategy and architecture.

- Collaborate with enterprise architecture, information security, application & infrastructure teams to produce an optimal, high level, conceptual, and cost-effective application designs by using best practices.





- Provide and lead root cause analysis for all Priority 1 issues related to custom applications

- Document recurring incidents, resolutions, controls, and support procedures.

Experience

1. Must have experience in Hyland OnBase document management system application support. (Working experience of support / configuration of OnBase).

2. Maintaining approval groups, user permissions, access requests and account provisioning

3. Familiarity with Service Now and ITIL processes

4. Must have performed Level 2/3 application support in a managed services environment

5. Experience in administering user access, password resets, account unlocks, roles, permissions, and manager assignments.

6. Support integrations between OnBase and other business applications

7. Experience responding to user inquires and working with business and IT stakeholders

Essential Technical Skills:

Candidate should have experience as per below technical skill matrix

Third Party Application Support

Primary

Good to have

Hyland On Base version 18. Workflow, Unity/Web Client, Forms, and Archive Link to SAP. Client uses workflow, scripts (VB) and some unity customizations. (Customer is exploring moving to Cloud version)

Professional Attributes:

- Strong collaboration skills within and across teams, geographies and domains

- Robust communication skills, written and verbal

- Proficient in Application Support and ITIL processes

- Self-starter who thrives in an ever-changing, fast-paced business environment

- Adaptability to the rapid change in technology

📌 Application Support Specialist – Hyland OnBase (India)
🏢 Objectwin Technology India
📍 India