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Pega Support Specialist

2 months ago

Winchester, Virginia, United States Navy Federal Credit Union Full time
About the Role

We are seeking a highly skilled Pega Support Engineer to join our team at Navy Federal Credit Union. As a Pega Support Engineer, you will be responsible for providing technical direction and engineering support for projects and infrastructure, as well as troubleshooting and resolving complex Pega-related problems in a timely manner.

Key Responsibilities
  • Provide tier 2 and 3 technical support for Pega applications, addressing customer issues and inquiries
  • Troubleshoot and resolve complex Pega-related problems in a timely manner
  • Collaborate with Development teams to implement fixes and enhancements
  • Conduct thorough root cause analysis and develop sustainable, long-term solutions for recurring issues
  • Create and maintain comprehensive documentation for support process, troubleshooting guides, and knowledge base articles
  • Participate in on-call rotations to provide 24/7 support when needed, ensuring round-the-clock availability for critical issues
  • Stay updated with the latest Pega releases, features, and industry trends through continuous learning and professional development
  • Mentor junior support team members, sharing knowledge and best practices
  • Contribute to improvement of support processes and tools to enhance team efficiency
  • Liaise between clients and internal teams to ensure clear communication of technical issues and solutions
Requirements
  • Bachelors in Computer Science, Information Technology, or a related field of study
  • Three to five years of related Pega experience
  • Certified Senior System Architect (CSSA) certification
  • Strong Understanding of Pega application development methodologies, including Direct Capture of Objectives(DCO) and Situational layer Cake
  • Experience with Pega's low-code app development features and App Studio
  • Experience with Pega's Predictive Diagnostic Cloud and Pega Deployment Manager
  • Familiarity with Pega's AI and decision management capabilities, including Prediction Studio and Next-Best-Action Designer
  • Proficiency in troubleshooting Pega applications, including performance issues and integration problems
  • Problem-solving and analytical skills with attention to detail
  • Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical stakeholders
  • Experience with SQL and Database management (e.g., SQL Server, Postgres)
  • Familiarity with web technologies (HTML, CSS, JS, ReactJS/AngularJS) and REST APIs
  • Ability to work independently and collaboratively in a fast-paced environment
  • Experience with cloud platforms (AWS or Azure)
  • Experience with Agile and DevOps methodologies
  • Knowledge of Java and J2EE concepts
About Us

Navy Federal Credit Union is a hybrid workplace that values, celebrates, and enacts diversity in the workplace. We take affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability