Support Engineer - IBM Business Automation Workflow (BAW)

Job Description

BP3 is seeking a Support Engineer with strong experience in IBM Business Automation Workflow (BAW) to join our support and managed services team. This role focuses on supporting, maintaining, and evolving production BAW environments for enterprise clients, often as part of long-term managed service engagements.

You will work closely with BP3 architects, product teams (including Brazos), and client stakeholders to ensure stable operations, timely issue resolution, and continuous improvement of BAW platforms.

This is not a “ticket factory” role. It requires solid platform expertise, including the ability to troubleshoot across the application, middleware, and operating system layers, sound technical judgment, strong communication skills, and the ability to build trusted relationships with customers.

Key responsibilities

IBM BAW Platform Support

• Provide day-to-day operational support for IBM Business Automation Workflow (BAW) environments (on-prem and cloud)
• Diagnose and resolve issues across:

- BAW runtime services, clusters, and environment configuration

- Process Server and Case components, including deployment and execution issues

- Human task routing, work management, and user experience concerns

- Integrations (REST/SOAP), authentication (LDAP/SSO), and security-related configurations

• Analyze BAW process applications to determine whether issues stem from platform configuration or solution design, and implement or recommend appropriate corrective changes
• Perform and support BAW upgrades, patching, and version transitions

Environment & Operational Management

• Assist with deployments, restarts, and environment health checks
• Perform routine system maintenance (snapshots, cleanup, configuration reviews)
• Identify recurring issues and recommend improvements to reduce operational risk
• Help stabilize and mature customer environments over time

Client-Facing Support

• Act as a trusted technical contact for clients running BAW in production
• Communicate clearly about issues, root causes, and remediation steps
• Provide “backstop support” to customer administrators and BP3 delivery teams
• Balance responsiveness with thoughtful, sustainable solutions

Collaboration & Escalation

• Work with BP3 architects and senior engineers on complex or systemic issues
• Coordinate with IBM Support when defects or product-level issues are identified
• Contribute to documentation, runbooks, and operational knowledge transfer

Requirements

• Hands-on experience supporting IBM Business Automation Workflow (BAW) in production environments
• Solid understanding of BAW architecture, runtime components, deployment patterns, and troubleshooting approaches
• Experience developing and maintaining IBM BAW solutions, including:

- Process design and implementation

- Coach and UI development

- Integration services (REST/SOAP)

- Troubleshooting and modifying existing process applications

• Working knowledge of Windows and/or Linux system administration, including:

- Log analysis

- Service management and restarts

- Basic scripting (PowerShell, Bash, or similar)

- File system and permission management

• Experience working in support or managed services environments
• Ability to work independently and prioritize effectively
• Strong written and verbal communication skills

Preferred Experience

• Experience with BAW on Cloud (BAWoC) or CP4BA
• Familiarity with:

- WebSphere Application Server (traditional and/or Liberty)

- LDAP, SSO, and authentication integrations

- Cloud or container-based enterprise platforms

- Relational databases commonly used with BAW (e.g., DB2, Oracle, MSSQL), including basic query, troubleshooting, and connectivity analysis

- Enterprise networking fundamentals (e.g., DNS, load balancers, SSL/TLS, firewall rules) as they relate to application connectivity and production troubleshooting

• Prior client-facing consulting or enterprise support experience

Optional / Growth Areas

As part of BP3’s broader automation practice, this role offers opportunities to expand beyond IBM BAW over time, based on interest and business need. These areas are not required on day one.

• Exposure to Camunda (Camunda 8) for workflow orchestration and modernization efforts
• Opportunities to learn and support low-code platforms such as OutSystems
• Experience with Intelligent Automation (IA) tools, including:

- Blue Prism (RPA)

- Automation Anywhere (AAI)

• Supporting hybrid automation architectures that combine workflow, RPA, and integration technologies
• Collaboration with BP3 delivery teams on multi-platform automation solutions

This provides a path for engineers who want to broaden their automation skill set while maintaining a strong foundation in enterprise workflow platforms.

Benefits

• Equal Opportunity Employer
• 100% Employer Paid Health Insurance on basic employee plan with option to buy up
• Employer HSA Contributions
• 50% Employer Paid Dental & Vision Insurance
• 401(k) with Matching Employer Contributions
• 100% Employer-Paid Life Insurance, AD&D, and LTD
• Student Loan Reimbursement
• Cell Phone Reimbursement
• Voluntary Accident & Critical Illness Insurance
• Supplemental Life Insurance
• Open PTO
• A team that genuinely cares about you, not just the work you do!