PEGA Application Support Engineer

Pega Application Support Engineer

CGI is seeking a Mid-Level PEGA Application Engineer with a strong focus on PEGA Workflow / BPM and PEGA Robotic Process Automation. The role is responsible for working on enhancement requests, providing advanced root cause analysis, resolving complex incidents, and supporting minor enhancements to ensure the stability and performance of PEGA BPM workflows and RPA automations. This role can be performed at the CGI office in Columbia, SC; Lafayette, LA; or Knoxville, TN. A hybrid working model is acceptable.

Your future duties and responsibilities :

Provide Level 3 application support for PEGA BPM and case management applications. Diagnose and resolve complex production issues related to : case types, stages, flows, and steps; rules, activities, decision logic, and data pages. Perform root cause analysis (RCA) and implement permanent fixes. Support PEGA-based integrations (REST, SOAP, MQ, file-based). Implement minor enhancements, defect fixes, and configuration changes. Support production releases, hotfixes, and change deployments. Collaborate with L2 support, development teams, and business stakeholders. Ensure adherence to SLA and ITIL-based support processes. Manage certificate lifecycle activities including rotation, deployment, coordination, and validation. Provide L3 support for PEGA RPA / OpenSpan automations. Troubleshoot issues related to scheduling, runtime, and dependency failures. Analyze and resolve bot execution failures and performance issues. Support RPA deployments, upgrades, and configuration changes. Support both production and non-production environments with tasks such as code deployment, system restarts, service recycling, IIS resets, and W3Pools recycling. Conduct performance testing and implement remediation measures to maintain optimal system performance. Collaborate with Tier 1 (MIM) and Tier 2 teams to debug and resolve issues within SLA parameters. Coordinate with product vendors for escalations and issue resolution. Partner with the System Development Core team to implement resolutions and minor enhancements. Communicate status updates to the Real Estate Lending (REL) OTS team. Work with horizontal teams to support database management and disaster recovery activities. Collaborate with SST Lending REOS teams to generate and deliver required reports. Perform system configurations in both production and non-production environments as needed. Participate in knowledge transfer sessions with the development team to ensure smooth support of new features. Stay current with vendor product updates to maintain effective system support.

Required qualifications to be successful in this role :

Qualifications & Skills : 36 years of experience supporting PEGA applications in a production environment. Strong experience with PEGA Workflow / BPM and Case Management. Hands-on experience with PEGA RPA (OpenSpan). Desired Skills : Solid understanding of PEGA rules, flows, activities, and data pages. Clipboard, Tracer, and performance troubleshooting. Experience supporting integrations and backend systems. Working knowledge of SQL and relational databases. Experience with incident and problem management tools (e.g., ServiceNow, Jira). Strong analytical, troubleshooting, and communication skills.

Skills :

What you can expect from us : Together, as owners, let's turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect, and belonging. Here, you'll reach your full potential because You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction. Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. Come join our teamone of the largest IT and business consulting services firms in the world.