Pega Support Engineer

• Lead Tier 1, Tier 2, and Tier 3 support coordination for an enterprise SaaS application supporting VA business users.

• Manage incident intake, triage, classification, prioritization, routing, escalation, resolution tracking, and closure activities.

• Coordinate with VA service desk resources and enterprise ITSM tools to ensure incidents and service requests are properly documented and tracked.

• Provide user support for system access, role-based functionality, workflow issues, reporting questions, data-related issues, configuration questions, and operational support needs.

• Escalate complex technical issues to Pega engineers, platform administrators, data/integration resources, release managers, or Government decision-makers as appropriate.

• Monitor incidents and service requests against service expectations, response timelines, and operational priorities.

• Develop and maintain knowledge-base articles, known issue records, troubleshooting guides, FAQs, escalation procedures, and support documentation.

• Support hypercare following releases, onboarding events, user expansion, or major configuration changes.

• Analyze incident trends, recurring issues, root causes, user pain points, and support metrics to recommend improvements.

• Prepare incident summaries, root cause analysis inputs, after-action reports, support metrics, and recurring issue analyses.

• Participate in release readiness, change control, defect triage, training feedback, and operational performance review activities.

• Coordinate with training and communications resources to identify user education needs based on support patterns.

• Promote responsive, professional, and customer-focused support across the user community.

• 4+ years of progressive experience in application support, help desk coordination, incident management, technical support, production support, or IT service management.

• Experience supporting Tier 1, Tier 2, and/or Tier 3 issue intake, triage, escalation, resolution tracking, and user communications.

• Practical understanding of incident management, service request management, knowledge management, root cause analysis, escalation procedures, and support metrics.

• Experience supporting enterprise applications, SaaS platforms, workflow systems, case management systems, or business applications.

• Familiarity with ITSM tools such as ServiceNow, Jira Service Management, Remedy, or similar platforms.

• Ability to troubleshoot user issues involving access, roles, workflows, data, reports, application behavior, and configuration questions.

• Ability to coordinate across technical teams, business stakeholders, platform administrators, developers, testers, and Government customers.

• Strong written and verbal communication skills with a customer-service orientation.

• Ability to document known issues, resolutions, FAQs, troubleshooting procedures, and support metrics clearly.

• Ability to work effectively in a remote support environment and manage multiple active issues.

KNOWLEDGE AND SKILLS DESIRED:

• Exposure to Federal, state, health, financial, or other regulated support environments is beneficial; Department of Veterans Affairs experience is a plus but not required.

• Familiarity with enterprise application support, SaaS support, workflow systems, case management platforms, or production operations is valued.

• Experience with ServiceNow, Jira Service Management, Remedy, or other ITSM/ticketing tools is a plus.

• Working knowledge of incident management, problem management, escalation procedures, knowledge management, root cause analysis, or support metrics is beneficial.

• Relevant ITIL, HDI, ServiceNow, Pega, help desk, application support, or IT service management certifications are preferred, but not required.

EDUCATION:

• Bachelor's degree in Computer Science, Information Systems, Business Administration, Engineering, or a related discipline, or equivalent experience.

CLEARANCE:

• Must be able to obtain and maintain a Public Trust clearance.

At Technatomy, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customer's success. We provide solutions to agencies and entities including the Department of Veterans Affairs, Department of War, Defense Logistics Agency, National Institute of Health, and more. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.