FileNet Application Support Analyst

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. 

FileNet Application Development and Maintenance Analyst

The opportunity

You will be responsible to develop large and complex data architecture, composed of models, policies, rules or standards that govern which data is collected and how it is stored, arranged, integrated and use in data systems, including the design, build and management of data infrastructure to address business requirements.

You will be responsible Create sound project plans with the business by engaging with multidisciplinary teams, and by identifying, managing and mitigating risk

You will be responsible to develop relationships across the business to understand data requirements, applies deep technical knowledge of data management to solve business problems in areas where solutions may not currently exist, necessitating new solutions / ways of working / technologies and proactively articulating these to the business

As a FileNet Support Engineer, you will play a vital role in ensuring the smooth operation of FileNet applications. Your primary responsibilities will include troubleshooting and resolving technical issues, providing on-call support and collaborating with cross-functional teams to enhance system performance.

You will be expected to work flexible hours, including multiple shifts, to meet the demands of our users.

To excel in this role, you should possess strong analytical and problem-solving skills, along with a solid understanding of FileNet architecture and functionality. A background in IT support or a related field is preferred. You will also need to demonstrate excellent communication skills to effectively assist users and document solutions.

Join us in creating a supportive and inclusive work environment where your contributions are valued!

Your key responsibilities

• Provide high-level support for FileNet P8 Content Engine, Process Engine, Application Engine, and Content Navigator.
• Diagnose and resolve complex system errors, workflow bottlenecks, and application performance issues.
• Manage Problem Management Records (PMRs) with vendor support to resolve critical issues.
• Proactively monitor health, server logs, and performance metrics in WebSphere/AIX/Windows/DB2 environments.
• Configure and maintain Object Stores, document classes, security, and storage areas.
• Perform FileNet P8 upgrades, fix packs, and hot fixes, including validation and testing in staging and production
• Manage workflow queues, rosters, and component integrators (PE). Implement Records Management (RM) retention policies.
• Use FileNet Deployment Manager (FDM) or specialized tools to migrate assets between development, QA, and production environments
• Support the integration of FileNet with other enterprise systems.​
• Use FileNet Java/REST/SOAP APIs to diagnose custom application issues, subscriptions, and event actions.
• Utilize Shell/PowerShell scripting to automate monitoring, maintenance tasks, and deployment routines. 
• Create and maintain standard operating procedures (SOPs), knowledge base articles, and system documentation.
• Follow ITIL processes to manage support tickets, change requests (CRs), and incident documentation.
• Mentor junior team members, providing training on FileNet P8 architecture and troubleshooting best practices. 

Skills and attributes for success

• In-depth understanding of P8 architecture, workflows, and API integration.
• Ability to diagnose and fix complex, non-standardized issues under pressure.
• Translating complex technical issues into actionable insights for non-technical stakeholders.​
• Enterprise Content Management
• Identifying potential system failures or performance bottlenecks before they impact users.
• Delivering high-quality support with a focus on user experience and minimizing downtime
• Ability to handle multiple high-priority tasks and projects simultaneously.​​

To qualify for the role, you must have

Strong in following technologies (minimum 4-year hands on experience on the below mentioned tech stack).

• Degree in Engineering, IT, Computer Science
• Platforms: IBM FileNet P8 (Content Manager/BPM/Case Manager).
• Interfaces: IBM Content Navigator (ICN) plugin development/configuration.
• Databases & Servers: Strong SQL skills (Oracle/DB2) and WebSphere Administration.
• OS & Tools: Unix/Linux, Shell Scripting, FileNet Deployment Manager. 

Ideally, you’ll also have

• Certification in IBM FileNet P8

Technologies and Tools

• FileNet P8 Content Engine, Process Engine, Application Engine, and Content Navigator
• Workplace XT, ACCE (Administration Console for Content Engine).
• Case Manager / Business Automation workflow, FileNet Deployment Manager, Records Manager, Content Search Engine.
• FileNet Image Services, Content Federation Services.
• IBM WebSphere, WebLogic, Tomcat.
• Linux (RHEL), AIX, Windows Server.
• Oracle, IBM DB2, SQL Server, MySQL​​.
• LDAP, Microsoft Active Directory.
• IBM system dashboard for ECM, Splunk, Control-M, Nagios, SolarWinds
• Linux Shell Scripting, Python, PowerShell, JavaScript.
• FDM, Process Task manager, Process Configuration Console (PCC), Case analyzer.
• Docker, Kubernetes, Jenkins, Git
• Java, .NET, JavaScript

What we look for

• Hands-on expertise with FileNet
• Exposure to Application Support Environment & ITSM process
• FileNet Metadata Configuration & Deployment Experience using FDM
• Experience with writing custom code module with Java FileNet API and CMIS Webservices.
• Proficiency in Java, .NET, JavaScript, and SQL.
• Experience with system integrations and API-based workflows.
• Strong understanding of document lifecycle management.

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland, and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

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