Pega Platform Service Support Analyst (Hybrid role)

  • CGI
  • Sacramento, CA

Full Time



    Job Description

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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

    • 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


    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

    • DB2
    • ETL
    • IBM WS Application Server
    • ITIL
    • Oracle
    • SQL Server
    • Systems Analysis

    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 . 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.