Production Support Analyst – L1/L2 - Appian

Toronto, ON
Hybrid
Posted Oct 20, 2026
1 position

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Employment type: Contract
Experience level: Senior · 5+ years
Posting language: English
Working hours: 40 hours per week
Office presence: 3 days per week
Seniority: Mid-Senior level
Application method: Direct apply is available

Job summary

Maintain production system stability by monitoring applications, troubleshooting incidents, analyzing root causes, and delivering timely resolutions within service-level agreements. Improve resilience through preventive fixes, automation, performance tuning, release support, documentation, and collaboration with cross-functional teams.

Job details

Production Support Analyst – L1/L2 - Appian Location: Toronto (preference) or London - Hybrid - 2-3 days in office Contract Role Role Descriptions: Skills: Digital : Appian BPM - Business Process Management(BPM) & Appian Workflow, IDP and RPA Ensures stability and reliability of production systems by reviewing fixes, performing root cause analysis, and validating resolutions, while providing feedback during incident reviews. Leads troubleshooting and resolution of complex production issues (L2/L3), ensuring timely restoration within SLAs. Proactively monitors applications, identifies anomalies, and implements preventive measures to reduce incidents. Drives problem management by addressing recurring issues through root cause fixes and automation. Enhances system performance and resilience through targeted improvements and tuning. Supports change and release activities to ensure smooth, low-risk deployments. Collaborates with cross-functional teams to resolve issues effectively and maintain service continuity. Maintains runbooks and documentation to improve support efficiency. Drives automation to reduce manual effort and improve response times. Mentors team members on support best practices and ensure compliance with security and governance standards while providing feedback to leadership on system health and risks.

What you’ll do

Requirements

The role calls for experience supporting Appian BPM and workflow applications, including intelligent document processing and robotic process automation. It also requires production troubleshooting, root cause and problem management, monitoring, automation, release support, and adherence to security and governance standards.