Pega Support Analyst
Charlotte, North Carolina;Dallas, Texas; Phoenix, Arizona
**Job Description:**
Key responsibilities include business analyst work, documentation, project management, support, and operational work.
This role applies technical and business knowledge to identify, research, analyze and resolve complex problems. May sometimes participate in design, development and implementation of enhancements to our technologies and/or processes. Works under supervision on special projects requiring creative solutions.
In this role, you will participate in multiple special projects, and occasionally lead special projects. A specialist II will begin to develop leadership skills by developing junior staff through coaching and guidance with light hands-on supervision from management to complete deliverables.
Enterprise Independent Testing (EIT) is a center of excellence that conducts independent testing throughout the year globally across the company, providing ongoing feedback to monitor (and improve) processes. EIT has established itself as the enterprise utility to test all end-to-end processes on behalf of Second Line of Defense, Frontline Units (FLUs) and Control Functions (CFs), enabling more efficient and effective testing. EIT is transforming the way testing is built and executed with digital transformation, implementing automation and leveraging cutting edge Artificial Intelligence/Natural Language Processing technologies. EIT carries a portfolio of 8000+ tests and has a global footprint employing 2,300+ testing professionals across the United States, Europe, Asia and Latin America as well as 500+ Global Business Services (GBS) associates.
The Test Tools & Automation Lead is a member of the Test Tools & Automation team. The Test Tools & Automation team, under the direction of the Test Tools & Automation Executive, is responsible for driving & managing the planning and execution of EITs digital and automation transformation in support of its journey to be the enterprise testing utility.
As a Pega Support Analyst, you will partner with the Pega Product Owners & Manager to support multiple existing Pega workflows and the implementation of new Pega workflows. You will work closely with the users and stakeholders of these workflows and the technology partners who support and develop them.
Responsibilities:
Develop a broad and deep understanding of the existing Pega workflows.
Be a subject matter expert on capabilities and knowledgeable about Pegas high-level architecture
Support the Pega workflow users, which will include analysis and resolution of reported issues, instruction on workflow features, monitoring and reporting of issue trends, and raising recommendations for functionality enhancement
Assist the Product Owner in identifying, analyzing, documenting and validating solution enhancements
Develop a strong understanding of the capabilities of the Pega vendor tool order to identify enhancement opportunities
Partner with the Pega Product Owners and Manager to establish and implement the vision and strategies for EIT Pega workflows and process improvements
Identify, document and escalate risks
Facilitate meetings with key stakeholders and team members
Lead or participate in other efforts intended to improve processes, employee satisfaction or capabilities of the Pega team, the Testing Tools & Automation team, EIT, or Bank of America as a whole.
May coordinate some of the activities of an India-based Product Owner Assistant, who will liaise on the Product Owners behalf with India-based members of the Pega scrum teams outside of US working hours
May coordinate user acceptance testing, stakeholder demos and testing, post-production validation and/or release communication
Qualifications and experiences:
-Minimum of 5 years work experience
-Bachelors Degree or equivalent experience
Systems, functional or professional knowledge. Systems knowledge or certifications varies based on job posting. May potentially require one or more of the following: Data projects, SQL Databases, BigData, ETL, Data Warehousing, Reporting, and Analytics, Trifacta, Informatica, Hadoop, Oracle, Teradata / Software Development lifecycle (SDLC) including waterfall, scrum, agile, Kanban / Software development exposure (Python, Java, Pega, Archer, Cloud, release processes)
Skills and competencies:
-Communicates with Impact
-Acts with Courage and Conviction
-Demonstrates Business Acumen
-Drives Operational Excellence
-Applies Critical Thinking
-Demonstrates Attention to Detail
-Demonstrates Integrity
-Executes Independent Compliance Risk Testing
-Applies Knowledge of Basic Sampling Methodologies
Required Skills:
Bachelors degree or military experience
At least 2 years experience actively participating in the software development life cycle or end-user technical support
Ability to write clear, accurate and concise user stories
Effective interpersonal, communication, negotiation, and collaboration skills
Ability to grasp technical concepts and communicate present them clearly to non-technical and executive audiences
A good balance of technical knowledge and business acumen
Ability to synthesize complex, interdependent, and sometimes competing needs
Thrives in a fast-paced, collaborative, team-oriented, cross-functional, distributed environment
Desired Skills:
Business or System Architect certification in Pega
Hands-on development experience in Pega
Experience with Scaled Agile scrum practices and ceremonies
Experience writing stories in Jira
Knowledge of Enterprise Independent Testing organization and its processes
**Job Band:**
H5
**Shift:**
1st shift (United States of America)
**Hours Per Week:**
40
**Weekly Schedule:**
**Referral Bonus Amount:**
0
**Job Description:**
Key responsibilities include business analyst work, documentation, project management, support, and operational work.
This role applies technical and business knowledge to identify, research, analyze and resolve complex problems. May sometimes participate in design, development and implementation of enhancements to our technologies and/or processes. Works under supervision on special projects requiring creative solutions.
In this role, you will participate in multiple special projects, and occasionally lead special projects. A specialist II will begin to develop leadership skills by developing junior staff through coaching and guidance with light hands-on supervision from management to complete deliverables.
Enterprise Independent Testing (EIT) is a center of excellence that conducts independent testing throughout the year globally across the company, providing ongoing feedback to monitor (and improve) processes. EIT has established itself as the enterprise utility to test all end-to-end processes on behalf of Second Line of Defense, Frontline Units (FLUs) and Control Functions (CFs), enabling more efficient and effective testing. EIT is transforming the way testing is built and executed with digital transformation, implementing automation and leveraging cutting edge Artificial Intelligence/Natural Language Processing technologies. EIT carries a portfolio of 8000+ tests and has a global footprint employing 2,300+ testing professionals across the United States, Europe, Asia and Latin America as well as 500+ Global Business Services (GBS) associates.
The Test Tools & Automation Lead is a member of the Test Tools & Automation team. The Test Tools & Automation team, under the direction of the Test Tools & Automation Executive, is responsible for driving & managing the planning and execution of EITs digital and automation transformation in support of its journey to be the enterprise testing utility.
As a Pega Support Analyst, you will partner with the Pega Product Owners & Manager to support multiple existing Pega workflows and the implementation of new Pega workflows. You will work closely with the users and stakeholders of these workflows and the technology partners who support and develop them.
Responsibilities:
Develop a broad and deep understanding of the existing Pega workflows.
Be a subject matter expert on capabilities and knowledgeable about Pegas high-level architecture
Support the Pega workflow users, which will include analysis and resolution of reported issues, instruction on workflow features, monitoring and reporting of issue trends, and raising recommendations for functionality enhancement
Assist the Product Owner in identifying, analyzing, documenting and validating solution enhancements
Develop a strong understanding of the capabilities of the Pega vendor tool order to identify enhancement opportunities
Partner with the Pega Product Owners and Manager to establish and implement the vision and strategies for EIT Pega workflows and process improvements
Identify, document and escalate risks
Facilitate meetings with key stakeholders and team members
Lead or participate in other efforts intended to improve processes, employee satisfaction or capabilities of the Pega team, the Testing Tools & Automation team, EIT, or Bank of America as a whole.
May coordinate some of the activities of an India-based Product Owner Assistant, who will liaise on the Product Owners behalf with India-based members of the Pega scrum teams outside of US working hours
May coordinate user acceptance testing, stakeholder demos and testing, post-production validation and/or release communication
Qualifications and experiences:
-Minimum of 5 years work experience
-Bachelors Degree or equivalent experience
Systems, functional or professional knowledge. Systems knowledge or certifications varies based on job posting. May potentially require one or more of the following: Data projects, SQL Databases, BigData, ETL, Data Warehousing, Reporting, and Analytics, Trifacta, Informatica, Hadoop, Oracle, Teradata / Software Development lifecycle (SDLC) including waterfall, scrum, agile, Kanban / Software development exposure (Python, Java, Pega, Archer, Cloud, release processes)
Skills and competencies:
-Communicates with Impact
-Acts with Courage and Conviction
-Demonstrates Business Acumen
-Drives Operational Excellence
-Applies Critical Thinking
-Demonstrates Attention to Detail
-Demonstrates Integrity
-Executes Independent Compliance Risk Testing
-Applies Knowledge of Basic Sampling Methodologies
Required Skills:
Bachelors degree or military experience
At least 2 years experience actively participating in the software development life cycle or end-user technical support
Ability to write clear, accurate and concise user stories
Effective interpersonal, communication, negotiation, and collaboration skills
Ability to grasp technical concepts and communicate present them clearly to non-technical and executive audiences
A good balance of technical knowledge and business acumen
Ability to synthesize complex, interdependent, and sometimes competing needs
Thrives in a fast-paced, collaborative, team-oriented, cross-functional, distributed environment
Desired Skills:
Business or System Architect certification in Pega
Hands-on development experience in Pega
Experience with Scaled Agile scrum practices and ceremonies
Experience writing stories in Jira
Knowledge of Enterprise Independent Testing organization and its processes
**Shift:**
1st shift (United States of America)
**Hours Per Week:**
40
Learn more about this role
Full time
JR-22084665
Band: H5
Manages People: No
Travel: No
Manager:
Talent Acquisition Contact:
Caroline Papp
Referral Bonus:
0
Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.
To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .
To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .
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To view Bank of Americas Drug-free workplace and alcohol policy, CLICK HERE .
