Pega Developer, Analyst

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Oversee and manage the onboarding, setup, configuration, approvals, and rollover processes for surveys.

• Ensure the timely and accurate launch of survey programs.

• Assist with survey workflows, routing procedures, service level agreements (SLAs), and communications with respondents.

• Collaborate with business stakeholders to identify and execute process enhancements related to survey operations.

• Maintain configurations related to surveys, user assignments, and operational controls.

• Support customer engagement and respondent service initiatives driven by CRM.

• Monitor and enhance respondent experiences through various communication channels.

• Work together with internal teams to address customer service issues and operational challenges.

• Ensure that business processes and workflows are operating effectively and efficiently.

• Coordinate outreach campaigns and communication efforts to promote survey participation and enhance customer engagement.

• Aid in email and SMS communication initiatives and evaluate campaign effectiveness.

• Assist with audience segmentation, communication strategies, and execution of campaigns.

• Maintain knowledge articles, FAQs, topics, and self-service content for respondents and internal users.

• Support search functionality and the organization of content to enhance information accessibility.

• Collaborate with business teams to keep knowledge resources current and accurate.

• Coordinate data management activities associated with survey onboarding, user assignments, account mappings, and operational processes.

• Facilitate integrations and data exchanges between CRM systems and related applications.

• Collaborate with technical teams to troubleshoot data and system issues that affect business operations.

• Assist in testing and validating system changes and enhancements.

• Develop and sustain operational reports, dashboards, and performance metrics.

• Monitor survey activity, customer interactions, operational effectiveness, and service delivery metrics.

• Analyze trends and offer recommendations for improving efficiency, customer experience, and business outcomes.

• Prepare reports and presentations for leadership and program stakeholders.

• Oversee system performance and operational processes to detect issues and opportunities for improvement.

• Coordinate issue resolution efforts alongside technical and business teams.

• Support platform upgrades, process enhancements, and modernization initiatives.

• Participate in Agile teams and continuous improvement efforts to enhance business operations and service delivery.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Information Systems, Operations Management, or a related field, or equivalent professional experience.

• Over 5 years of experience in supporting business operations, CRM platforms, survey management programs, customer engagement initiatives, or related functions.

• Proven experience in managing complex business processes and cross-functional projects.

• Strong analytical, organizational, and problem-solving abilities.

• Demonstrated experience in creating reports, dashboards, and operational metrics.

• Excellent communication and stakeholder management skills.

• Experience in Agile or dynamic operational environments.

🏝️ Benefits

• 401(k)

• 401(k) matching

• Dental insurance

• Flexible schedule

• Flexible spending account

• Health insurance

• Health savings account

• Life insurance

• Paid time off

• Professional development assistance

• Referral program

• Retirement plan

• Tuition reimbursement

• Vision insurance