Job Description

Pega Support Analyst

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

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.

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.

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