Pega Support Engineer

· Provide Tier 2/Tier 3 troubleshooting and configuration support for Pega access, roles, workflows, case behavior, data, reports, integrations, and application performance.

· Receive, triage, prioritize, investigate, document, escalate, and resolve incidents and service requests within established service levels.

· Coordinate with the VA service desk and enterprise ticketing processes to maintain accurate status, ownership, communications, and closure evidence.

· Reproduce issues, review logs and diagnostics, assess business impact, identify workarounds, and route defects to the appropriate engineering or administrative team.

· Support critical-incident communications, root-cause analysis, after-action reporting, remediation tracking, and problem-management activities.

· Develop and maintain knowledge articles, known-error records, troubleshooting guides, FAQs, support procedures, and lessons learned.

· Analyze ticket volume, aging, recurrence, affected modules, user impacts, and trends to recommend training, configuration, performance, or product improvements.

· Participate in release readiness, deployment support, hypercare, post-deployment validation, and operational performance reviews.

· Collaborate with training and communications personnel to address recurring user questions and adoption gaps.

· Support onboarding of additional user communities while maintaining responsive, professional, and customer-focused service.

· 4+ years of application support, production support, incident management, technical support, or IT service-management experience.

· Hands-on experience troubleshooting Pega applications or a comparable enterprise workflow/case-management platform; direct Pega experience is strongly preferred.

· Experience with Tier 2/Tier 3 intake, triage, escalation, resolution tracking, user communications, and service-level management.

· Ability to troubleshoot access, roles, workflows, business rules, data, reports, integrations, and application behavior using logs and diagnostic evidence.

· Working knowledge of incident, problem, service-request, knowledge, change, and root-cause-management practices.

· Experience with ServiceNow, Jira Service Management, Remedy, or comparable ITSM/ticketing tools.

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

· Ability to manage multiple active issues and coordinate across technical and business teams in a remote support environment.

KNOWLEDGE AND SKILLS DESIRED:

· Pega application support, configuration, system administration, or developer experience.

· Experience in Federal, financial, acquisition, health, or another regulated support environment; VA experience is optional.

· Familiarity with Pega Diagnostic Center, application monitoring, ServiceNow integration, access management, or release hypercare.

· ITIL, HDI, ServiceNow, Pega, or comparable support certification is preferred, but not required.

EDUCATION:

· Bachelor’s degree in Computer Science, Information Systems, Business Administration, Engineering, or a related discipline, or an equivalent combination of education, technical training, and 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 Defense, 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.