PEGA Application Support Engineer

U.S. - Technology as a force for good

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Position Description:

CGI is seeking a Mid-Level PEGA Application Engineer with a strong focus on PEGA Workflow / BPM and PEGA Robotic Process Automation.

The role is responsible for working on enhancement requests, providing advanced root cause analysis, resolving complex incidents, and supporting minor enhancements to ensure the stability and performance of PEGA BPM workflows and RPA automations.

This role can be performed at the CGI office in Columbia, SC; Lafayette, LA; or Knoxville, TN. A hybrid working model is acceptable.

Your future duties and responsibilities:

. Provide Level 3 application support for PEGA BPM and case management applications
. Diagnose and resolve complex production issues related to:
. Case types, stages, flows, and steps
. Rules, activities, decision logic, and data pages
. Perform root cause analysis (RCA) and implement permanent fixes
. Support PEGA-based integrations (REST, SOAP, MQ, file-based)
. Implement minor enhancements, defect fixes, and configuration changes
. Support production releases, hotfixes, and change deployments
. Collaborate with L2 support, development teams, and business stakeholders
. Ensure adherence to SLA and ITIL-based support processes
. Manage certificate lifecycle activities including rotation, deployment, coordination, and validation.
. Provide L3 support for PEGA RPA / OpenSpan automations
. Troubleshoot issues related to:
. Scheduling, runtime, and dependency failures
. Analyze and resolve bot execution failures and performance issues
. Support RPA deployments, upgrades, and configuration changes
. Support both production and non-production environments with tasks such as code deployment, system restarts, service recycling, IIS resets, and W3Pools recycling.
. Conduct performance testing and implement remediation measures to maintain optimal system performance.
. Collaborate with Tier 1 (MIM) and Tier 2 teams to debug and resolve issues within SLA parameters.
. Coordinate with product vendors for escalations and issue resolution.
. Partner with the System Development Core team to implement resolutions and minor enhancements.
. Communicate status updates to the Real Estate Lending (REL) OTS team.
. Work with horizontal teams to support database management and disaster recovery activities.
. Collaborate with SST Lending REOS teams to generate and deliver required reports.
. Perform system configurations in both production and non-production environments as needed.
. Participate in knowledge transfer sessions with the development team to ensure smooth support of new features.
. Stay current with vendor product updates to maintain effective system support.

Required qualifications to be successful in this role:

Qualifications & Skills.

. 3-6 years of experience supporting PEGA applications in a production environment
. Strong experience with PEGA Workflow / BPM and Case Management
. Hands-on experience with PEGA RPA (OpenSpan)

Desired Skills

. Solid understanding of: PEGA rules, flows, activities, and data pages Clipboard, Tracer, and performance troubleshooting
. Experience supporting integrations and backend systems
. Working knowledge of SQL and relational databases
. Experience with incident and problem management tools (e.g., ServiceNow, Jira)
. Strong analytical, troubleshooting, and communication skills

#DICE
#LI-SH6

Other Information:
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, relevant 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 for this role in the U.S. is $62,900.00 - $167,200.00.
CGI's benefits are offered to eligible professionals on their first day of employment to include:
. Competitive compensation
. Comprehensive insurance options
. Matching contributions through the 401(k) plan and the share purchase plan
. Paid time off for vacation, holidays, and sick time
. Paid parental leave
.Learning opportunities and tuition assistance
. Wellness and Well-being programs

Skills:

• Workflow

What you can expect from us:

Together, as owners, let's turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because...

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction.

Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team-one of the largest IT and business consulting services firms in the world.

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 or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

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 . You will need to reference the Position ID 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 Position ID will not be returned.

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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. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. 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.