Pega Platform Service Support Analyst (Hybrid role)
Company: CGI
Location: Sacramento
Posted on: January 24, 2023
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Job Description:
Pega Platform Service Support Analyst (Hybrid role)
Category: Software Development/ Engineering
Main location: United States, California, Sacramento
Position ID:J1022-1132
Employment Type: Full Time
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Position Description:
CGI is seeking an Pega Platform Service Support Analyst to join our
team in Sacramento, CA. This is a Hybrid role and requires to be
onsite 2 days/week. This can be updated based on the clients return
to office plan.
Seeking those who are looking to join a multifaceted and fast-paced
team implementing critically significant systems.
If you are a Pega Platform Service Support Analyst with experience
working on enterprise-scale, multi-tiered, multi-platform,
integrated systems; possess excellent problem-solving skills, a
strong work ethic that takes full ownership of the team's workload;
are responsive to requests for assistance; and have the ability to
effectively work with other teams, then this might be the role for
you.
As a member of the project's Production Operations team, you are
responsible for day-to-day operational support activities including
resolving escalated, end-user support requests, troubleshooting
Pega data pipelines, monitoring performance and system events, and
handling incident and problem management.
Your future duties and responsibilities:
---Provide Level 2 end-user service support for the Pega
Platform-based application:
o Perform ITIL-based incident management
o Interact with end-users to thoroughly understand incident
details
o Analyze incidents, determine root cause, search known errors, and
apply fixes
o Escalate and work with Level 3 support, as needed
o Document and manage problem workarounds
---Participate in major incident triage and resolution and in
production cutover activities
Required qualifications to be successful in this role:
---2 - 3 years of working knowledge and experience in:
o Pega Platform Application Service Support / Service Desk
duties
o At least one major service support management system - CA Service
Desk, ServiceNow
o ITIL and IT Service Management principles and practices
o At least one major RDBMS - SQL Server, DB2, Oracle
o Windows or Unix operating systems
---Ability to analyze, troubleshoot, and resolve production issues
in real time
---Exemplary customer service skills
---Excellent written and verbal communication skills to communicate
with client and internal team members
DESIRED QUALIFICATIONS/NON-ESSENTIAL SKILLS:
---Familiarity with:
o multi-tiered system architecture and network connectivity
o IBM MQ
o IBM DataStage
o IBM Websphere Application Server (WAS)
o Red Hat ActiveMQ (AMQ)
o JBoss Enterprise Application Platform (EAP)
o JBoss OpenShift Container Platform (OCP)
o AppDynamics
Minimum Education Required: Associate's Degree
#LI-RS2
#DICE
CGI is required by law in some jurisdictions to include a
reasonable estimate of the compensation range for this role. The
determination of this range includes various factors not limited to
skill set level, experience and training, and licensure and
certifications. To support the ability to reward for merit-based
performance, CGI typically does not hire individuals at or near the
top of the range for their role. Compensation decisions are
dependent on the facts and circumstances of each case. A reasonable
estimate of the current range is $59,000 - $143,700."
At CGI we call our professionals "members" to reinforce that all
who join our team are, as owners, empowered to participate in the
challenges and rewards that come from building a world-class
company. CGI's benefits include:
---Competitive base salaries
---Eligibility to participate in an attractive Share Purchase Plan
(SPP) in which the company matches dollar-for-dollar contributions
made by eligible employees, up to a maximum, for their job
category
---401(k) Plan and Profit Participation for eligible members
---Generous holidays, vacation, and sick leave plans
---Comprehensive insurance plans that include, among other
benefits, medical, dental, vision, life, disability, out-of-county
emergency coverage in all countries of employment;
---Back-up child care, Pet insurance, a Member Assistance Program,
a 529 college savings program, a personal financial management
tool, lifestyle management programs and more
Skills:
What you can expect from us:
Insights you can act on
While technology is at the heart of our clients' digital
transformation, we understand that people are at the heart of
business success.
When you join CGI, you become a trusted advisor, collaborating with
colleagues and clients to bring forward actionable insights that
deliver meaningful and sustainable outcomes. We call our employees
"members" because they are CGI shareholders and owners and owners
who enjoy working and growing together to build a company we are
proud of. This has been our Dream since 1976, and it has brought us
to where we are today - one of the world's largest independent
providers of IT and business consulting services.
At CGI, we recognize the richness that diversity brings. We strive
to create a work culture where all belong and collaborate with
clients in building more inclusive communities. As an
equal-opportunity employer, we want to empower all our members to
succeed and grow. If you require an accommodation at any point
during the recruitment process, please let us know. We will be
happy to assist.
Ready to become part of our success story? Join CGI - where your
ideas and actions make a difference.
Qualified applicants will receive consideration for employment
without regard to their race, ethnicity, ancestry, color, sex,
religion, creed, age, national origin, citizenship status,
disability, pregnancy, medical condition, military and veteran
status, marital status, sexual orientation or perceived sexual
orientation, gender, gender identity, and gender expression,
familial status, political affiliation, genetic information, or any
other legally protected status or characteristics.
CGI provides reasonable accommodations to qualified individuals
with disabilities. If you need an accommodation to apply for a job
in the U.S., please email the CGI U.S. Employment Compliance
mailbox at US_Employment_Compliance@cgi.com. You will need to
reference the requisition number of the position in which you are
interested. Your message will be routed to the appropriate
recruiter who will assist you. Please note, this email address is
only to be used for those individuals who need an accommodation to
apply for a job. Emails for any other reason or those that do not
include a requisition number will not be returned.
We make it easy to translate military experience and skills! Click
here to be directed to our site that is dedicated to veterans and
transitioning service members.
All CGI offers of employment in the U.S. are contingent upon the
ability to successfully complete a background investigation.
Background investigation components can vary dependent upon
specific assignment and/or level of US government security
clearance held. CGI will consider for employment qualified
applicants with arrests and conviction records in accordance with
all local regulations and ordinances.
CGI will not discharge or in any other manner discriminate against
employees or applicants because they have inquired about,
discussed, or disclosed their own pay or the pay of another
employee or applicant. However, employees who have access to the
compensation information of other employees or applicants as a part
of their essential job functions cannot disclose the pay of other
employees or applicants to individuals who do not otherwise have
access to compensation information, unless the disclosure is (a) in
response to a formal complaint or charge, (b) in furtherance of an
investigation, proceeding, hearing, or action, including an
investigation conducted by the employer, or (c) consistent with
CGI's legal duty to furnish information.
Keywords: CGI, Sacramento , Pega Platform Service Support Analyst (Hybrid role), Professions , Sacramento, California
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