What are the responsibilities and job description for the Pega Operations Support Analyst role position at Citizens?
Description
Pega Operation Support Analyst" is responsible for supporting decisioning software solutions that meet the business requirements. The "Operation Support Analyst" will work across several business channels with teammates to assure Pega logic development standards and consistencies are maintained, application performance is monitored and leading data intake processing. The "Operation Support Analyst" will contribute and develop solutions based on business requirements or modify current solutions to meet changing needs and have a wide range of marketing automation experience.
Position Responsibilities :
Examine business requirements and offer information against decisioning software logic designs to insure effective low risk production integration.
Write the programming code, customize decisioning application software, enforce and perform appropriate quality assurance checks before production launch.
Integrate and Validate new or modified business logic in multiple PEGA Environments.
Maintain the required reference data for executing the decisioning logic, including offer / action compatibility.
Resolving inquiries and service for the screening, prioritization, and resolution of production defects.
Lead diagnosing application issues and communicate this via multiple coms channels as needed.
Review and Update post-implementation support documentation.
Run queries to analyze customer interactions and take actions to mitigate anomalies.
Manage multiple stream ticking and reporting systems
Manage a plan or schedule of offer and rule updates and deployment timings.
Provide advice / support for the development of training programs.
Proactively identify own training needs.
Available to support on-call rotations and off business hours launch windows
Required Skills and Experience :
Pega Certification of Pega Decisioning Consultant.
Experience with Operational support processes
Bachelor’s degree in computer science, engineering, or related field, required.
Development experience with Pega Customer Decision Hub (CDH) including Adaptive Decision Manager (ADM), Impact Analyzer, NBA Designer and the remainder of the CDH decisioning solution suite.
Creating and developing rules, propositions and rulesets with Pega Customer Decision Hub.
Basic understanding of SQL, json, APIs and real-time decisioning.
Knowledge of the Software Development Life Cycle, Operational Processes, and Project Delivery Process.
Understanding of the principles behind Object-Oriented programming languages.
Excellent communication skills.
Ability to summarize data into high-level themes.
Knowledge of Agile methodology.
2 years experience in inbound marketing / marketing technology utilizing Pega Customer Decision Hub and Operational best practices replated to Pega.
Desired Experience :
Understanding of adaptive models and measuring performance.
Experience BOE, Value Finder, Customer Profiler, 1 : 1 Operations Manager, etc.
Excellent analytical and problem-solving skills
Clear and concise writing and verbal skills
Excellent organizational skills and ability to balance multiple concurrent assignments
Hours & Work Schedule
Hours per Week : 40
Work Schedule : Monday-Friday
Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies (Citizens), provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability, or history or record of a disability, ethnicity, gender, gender identity or expression, transgendered and transitioning individuals, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status / parenthood, medical condition, military or veteran status, national origin, pregnancy / childbirth / lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and / or local laws. At Citizens we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day and where all are expected to be treated with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. We perform our best so we can do more for our customers, colleagues, communities and shareholders.
Why Work for Us
At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth
Background Check
Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.
04 / 30 / 2025
