Pega Support Analyst at eTeam in Minneapolis, MN

Job description

• Job title: Pega Support Analyst
• Work Location: Minneapolis,MN
• Candidate should be Pega Certified Senior System Architect with 5 years of experience in Pega version 7/8/Infinity
• Candidate must understand the business behind the application and use Pega skills to solve issues and implement solutions as per the best practices.
• Candidate must work closely with case processing group and understand the issues, perform root cause analysis, and provide fixes. Collaboration with business users is critical for this role.
• Candidate will understand the issues raised by different business groups and recommend short term and long term fixes accordingly.
• Candidate will work with junior and senior Pega developers to probe on issues, communicate and drive them to closure.
• Candidate will completely get involved in production support tasks for an important Pega workflow application

Responsibilities

• Strong analytical abilities and background
• Able to communicate directly with users and business partners by answering and resolving feedback and productions issues
• Ability to negotiate, have difficult conversations, build relationships across the company, and work closely with Architects and Tech leads
• Contribute to process improvements which includes suggesting Pega best practices to improve overall experience of the application for business
• Manage production incidents, service requests, and problem tickets while ensuring SLA compliance.
• Perform root cause analysis (RCA) and drive permanent resolution for recurring production issues.
• Coordinate with business teams, infrastructure teams, and development teams during critical production incidents.
• Participate in production release support, deployment validation, and post-release monitoring.

Requirements

• Bachelor’s degree in Computer Science, or related technical field;
• Understanding and demonstrated experience working with web tools.
• Proficient computer skills, especially Microsoft Office applications
• Strong technical and analytic skills; ability to understand complex systems and design communication around integration and interface points
• Financial Services experience is required and need to talk to users as needed in the job.
• Effective written and verbal communication skills.
• Excellent problem-solving skills and attention to detail
• Hands on experience in Pega 7.x ,8.x, Infinity versions
• Good understanding of Organizational hierarchy and Enterprise class structure
• Good understanding of Integration rules and ruleset management
• Hands on experience in Flows, Flow actions, Activities, Properties
• Troubleshooting using Clipboard, Tracer, PAL, Admin Studio/SMA, monitoring exceptions through PDC, and performing performance analysis using Dynatrace.
• Good understanding of Agents, BIX concepts
• Good understanding of overall infrastructure of Pega application
• Good understanding of Decision and Declarative rules
• Good understanding of access groups, operators, ruleset versions, workbasket management
• Hands-on experience with Pega Predictive Diagnostic Cloud (PDC) for monitoring, alert analysis, and proactive issue identification.
• Experience using Dynatrace for application performance monitoring, transaction tracing, and production issue investigation.
• Strong SQL skills for data analysis, production issue investigation, and data validation.
• Experience analyzing application logs, alerts, and performance metrics using monitoring tools such as PDC and Dynatrace.
• Good understanding of production support processes, system health monitoring, and operational support activities.

Skills

Required

• Pega Certified Senior System Architect
• Pega version 7/8/Infinity