Ignite IT -  Innovation & Technology logo
Ignite IT - Innovation & Technology

Collaborate. Innovate. Solve.

Pega Developer, Analyst

Software EngineerSoftware EngineerFull TimeRemoteSeniorTeam 51-200H1B No SponsorCompany SiteLinkedIn

Location

Maryland

Posted

2 days ago

Salary

0

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

Pega Developer, Analyst

Ignite IT - Innovation & Technology

• Coordinate and manage survey onboarding, setup, configuration, approvals, and rollover activities. • Ensure survey programs are launched accurately and on schedule. • Support survey workflows, routing processes, service level agreements (SLAs), and respondent communications. • Partner with business stakeholders to identify and implement process improvements related to survey operations. • Maintain survey-related configurations, user assignments, and operational controls. • Support CRM-driven customer engagement and respondent service initiatives. • Monitor and improve respondent experiences across communication channels. • Collaborate with internal teams to resolve customer service issues and operational challenges. • Ensure business processes and workflows are functioning effectively and efficiently. • Coordinate outreach campaigns and communication efforts supporting survey participation and customer engagement. • Support email and SMS communication initiatives and monitor campaign effectiveness. • Assist with audience segmentation, communication strategies, and campaign execution. • Maintain knowledge articles, FAQs, topics, and self-service content to support respondents and internal users. • Support search functionality and content organization to improve information accessibility. • Partner with business teams to ensure knowledge resources remain current and accurate. • Coordinate data management activities related to survey onboarding, user assignments, account mappings, and operational processes. • Support integrations and data exchanges between CRM systems and related applications. • Work with technical teams to troubleshoot data and system issues impacting business operations. • Assist in testing and validating system changes and enhancements. • Develop and maintain operational reports, dashboards, and performance metrics. • Track survey activity, customer interactions, operational effectiveness, and service delivery metrics. • Analyze trends and provide recommendations to improve efficiency, customer experience, and business outcomes. • Prepare reports and presentations for leadership and program stakeholders. • Monitor system performance and operational processes to identify issues and improvement opportunities. • Coordinate issue resolution efforts with technical and business teams. • Support platform upgrades, process enhancements, and modernization initiatives. • Participate in Agile teams and continuous improvement efforts to improve business operations and service delivery.

Job Requirements

  • Bachelor’s degree in Business Administration, Information Systems, Operations Management, or a related field, or equivalent professional experience.
  • 5+ years of experience supporting business operations, CRM platforms, survey management programs, customer engagement initiatives, or related functions.
  • Experience managing complex business processes and cross-functional projects.
  • Strong analytical, organizational, and problem-solving skills.
  • Experience creating reports, dashboards, and operational metrics.
  • Strong communication and stakeholder management skills.
  • Experience working in Agile or fast-paced 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

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