Pega Developer, Analyst

Job Description:

• 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.

• 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.

• 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