Overview
Design, analyze, configure, support, and maintain of systems software solutions. Evaluate and monitor current and planned systems software solutions. To integrate, and maintain complex systems, ensuring seamless interaction between hardware, software, and networks to support organizational IT needs. Proactively address gaps with existing support processes, documentation, and prioritize accordingly. Guide configuration, debugging, and support for infrastructure and ensure all quality and change control standards are met. Work under minimal supervision and use complete understanding of business needs and objectives to support projects that have impact on the achievement of operational goals. Advanced skill set and proficiency with procedures and techniques.

Responsibilities

• Conduct routine analysis of business problems; evaluate, develop, and recommend specific technology products and platforms to provide cost-effective solutions that meet business and technology requirements
• Assist with root cause investigations and provide recommendations
• Assist in developing and implementing applicable quality and compliance standards, protocols and/or regulations
• Troubleshoot and debug errors during or after enhancements or upgrades to ensure system performance and availability goals are maintained
• Build working relationships with internal team members and subject matter experts, as well as other ETS staff, Automation Center of Excellence as well as end users in business teams
• Ensure system reliability, availability, and performance
• Oversee and prioritize ticket queues
• Provide on-call production support services as needed
• Advanced troubleshooting of live production issues and implement short-term fixes as well as long-term solutions
• Drives End to End Observability of applications, leading the identification and mitigation of any gaps that may exist with new/existing systems
• Develop, update, and maintain critical support documentation such as application Wikis and runbooks
• Monitoring the performance of Pega applications, identifying areas for improvement, and implementing solutions to optimize performance and stability
• Communicating effectively with both technical and non-technical stakeholders to understand requirements, provide updates on issue resolution, and manage expectations

Qualifications

• Experience supporting an enterprise-level environment
• Understanding of the architecture/environment needs of Pega systems-based applications
• Demonstrated ability to support the production needs of Pega applications
• Experience successfully collaborating with Pega developers and business partners on support needs and/or best practices
• Experience supporting Pega Robotic Solutions (RPA/RDA)
• Experience troubleshooting Runtime issues
• Experience monitoring and responding to PDC events and improvement recommendations
• Experience with Robot Manager
• Experience in leading collaborative work teams
• Strong organizational, planning and time management skills
• Strong verbal, written, and interpersonal communication skills
• Knowledge and understanding of Agile
• Knowledge and understanding of production support in a highly critical environment
• Knowledge of Azure technologies

DESIRED QUALIFICATIONS

• Pega Marketing experience
• Certified Pega Systems Architect
• Certified Pega Robotics System Architect
• Pega Certified Senior Systems Architect Certification (PCSSA)
• Foundational Knowledge of Azure Cloud
  Hours: Monday - Friday, 8:00AM - 4:30PM
  Location: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602
  About Us
  Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

Our approach to careers is simple yet powerful: Make our mission your passion.

• Best Companies for Latinos to Work for 2024
• Computerworld® Best Places to Work in IT
• Forbes® 2025 America’s Best Large Employers
• Forbes® 2024 America’s Best Employers for New Grads
• Forbes® 2024 America’s Best Employers for Tech Workers
• Fortune Best Workplaces for Millennials™ 2024
• Fortune Best Workplaces for Women ™ 2024
• Fortune 100 Best Companies to Work For® 2025
• Military Times 2024 Best for Vets Employers
• Newsweek Most Loved Workplaces
• 2024 PEOPLE® Companies That Care
• Ripplematch Recruiting Choice Award
• Yello and WayUp Top 100 Internship Programs

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.
Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected Veteran.
Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

• Conduct routine analysis of business problems; evaluate, develop, and recommend specific technology products and platforms to provide cost-effective solutions that meet business and technology requirements
• Assist with root cause investigations and provide recommendations
• Assist in developing and implementing applicable quality and compliance standards, protocols and/or regulations
• Troubleshoot and debug errors during or after enhancements or upgrades to ensure system performance and availability goals are maintained
• Build working relationships with internal team members and subject matter experts, as well as other ETS staff, Automation Center of Excellence as well as end users in business teams
• Ensure system reliability, availability, and performance
• Oversee and prioritize ticket queues
• Provide on-call production support services as needed
• Advanced troubleshooting of live production issues and implement short-term fixes as well as long-term solutions
• Drives End to End Observability of applications, leading the identification and mitigation of any gaps that may exist with new/existing systems
• Develop, update, and maintain critical support documentation such as application Wikis and runbooks
• Monitoring the performance of Pega applications, identifying areas for improvement, and implementing solutions to optimize performance and stability
• Communicating effectively with both technical and non-technical stakeholders to understand requirements, provide updates on issue resolution, and manage expectation