Pega Support Engineer - Navy Federal Credit Union
Pensacola, FL 32501
About the Job
Overview
To research, evaluate, design, implement, and maintain system and product solutions, applying knowledge of engineering principles. To provide technical direction and engineering support for projects and infrastructure. Develop and maintain advanced functional knowledge of evolving IT engineering industry technologies/competition, concepts and trends.
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
Qualifications
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
Hours: Monday - Friday, 8:00AM - 4:30PM
Location: 820 Follin Lane, Vienna, VA Heritage Oaks Drive Pensacola, FL Security Drive Winchester, VA Willow Creek Road San Diego, CA 92131
About Us
Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.
• Best Companies for Latinos to Work for 2024
• Computerworld Best Places to Work in IT
• Forbes 2024 America's Best Large Employers
• Forbes 2023 The Best Employers for New Grads
• Fortune Best Workplaces for Millennials 2023
• Fortune Best Workplaces for Women 2023
• Fortune 100 Best Companies to Work For 2024
• Military Times 2023 Best for Vets Employers
• Newsweek Most Loved Workplaces
• Ripplematch Campus Forward Award - Excellence in Early Career Hiring
• Yello and WayUp Top 100 Internship Programs
From Fortune. 2024 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.
Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes 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 EOE/AA/M/F/Veteran/Disability
Hybrid Workplace: Navy Federal Credit Union is a hybrid workplace, and details will be discussed during your interview process.
Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
To research, evaluate, design, implement, and maintain system and product solutions, applying knowledge of engineering principles. To provide technical direction and engineering support for projects and infrastructure. Develop and maintain advanced functional knowledge of evolving IT engineering industry technologies/competition, concepts and trends.
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
Qualifications
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
Hours: Monday - Friday, 8:00AM - 4:30PM
Location: 820 Follin Lane, Vienna, VA Heritage Oaks Drive Pensacola, FL Security Drive Winchester, VA Willow Creek Road San Diego, CA 92131
About Us
Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.
• Best Companies for Latinos to Work for 2024
• Computerworld Best Places to Work in IT
• Forbes 2024 America's Best Large Employers
• Forbes 2023 The Best Employers for New Grads
• Fortune Best Workplaces for Millennials 2023
• Fortune Best Workplaces for Women 2023
• Fortune 100 Best Companies to Work For 2024
• Military Times 2023 Best for Vets Employers
• Newsweek Most Loved Workplaces
• Ripplematch Campus Forward Award - Excellence in Early Career Hiring
• Yello and WayUp Top 100 Internship Programs
From Fortune. 2024 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.
Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes 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 EOE/AA/M/F/Veteran/Disability
Hybrid Workplace: Navy Federal Credit Union is a hybrid workplace, and details will be discussed during your interview process.
Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
Source : Navy Federal Credit Union