Pega Functional

The ESaaS‐Pega Functional role supports enterprise service platforms (ESP) across the full lifecycle of incidents, releases, and enhancements. You will act as the primary point of contact for S&L operations, collaborate with global stakeholders, and ensure compliance with ISO and knowledge‐base standards while driving continuous improvement and automation.

Qualifications

• Certified Pega System Architect (CSA) with ≥2 years of Pega experience.
• Salesforce Certified Administrator with ≥2 years of hands‐on experience.
• Oracle experience (≥2 years) focused on inventory management and shipping processes.
• B2B integration experience (≥2 years) with MuleSoft, API, RosettaNet PIPs, and E2Open preferred.
• Intermediate SQL/PL‐SQL proficiency and proven ERP (SAP or Oracle) support experience.
• Excellent verbal and written English communication, presentation, and analytical skills.
• Demonstrated ability to manage global stakeholders and resolve escalated incidents.
• Strong problem‐solving skills with a track record of delivering exceptional customer service.
• Experience using incident management tools such as ServiceNow.
• Knowledge of Reverse Logistics (RL) processes and end‐to‐end incident reporting (IR) with ISO compliance.

Responsibilities

• Monitor ESP, Outlook, and Webex 24x7x365, resolve a minimum of three incidents daily, and manage planned/unplanned outages.
• Participate in Emergency Operations Center (EOC) bridges and represent S&L Operations during critical events.
• Conduct weekly case audits (≥50 cases) and present findings to the Incident Management team.
• Lead escalation handling, delivering short‐term and long‐term fixes for high‐impact business issues.
• Execute UAT test cases for releases and coordinate release training for agents.
• Maintain and update the ESP Knowledge Base and ISO documentation, ensuring cross‐functional collaboration.
• Identify and implement process improvements, automation opportunities, and efficiency gains.
• Provide backup coverage for agents during absences and perform special assignments as required.
• Communicate outage notifications and status updates to the S&L business community.
• Utilize incident management tools (e.g., ServiceNow) to track, resolve, and report incidents.