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Senior Service Assurance Advisor

Pegasystems, Inc.

Job Description

Senior Service Assurance Advisor

Job Category: Engineering & Cloud

Location: Australia - Sydney

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Meet Our Team:

Pegasystems is growing and our Technical Services Operations (TSO) organization is seeking an experienced customer facing expert to take on the new and vital role of Senior Service Assurance Advisor (SAA), working with a growing peer team of talented SAA’s within a newly evolving Global Service Assurance(GSA) function. This is a pivotal, high profile role, acting as the direct point of contact for the customer to drive resolution of technical service issues (product and cloud), and to communicate within the organization to meet the customer’s needs. The Senior Service Assurance Advisor works cross-functionally with multiple stakeholders across departments to ensure active dedication to achieving customer success and driving process improvements to enhance the customer experience. The successful candidate will have excellent consultative skills, detailed product knowledge, and a commitment to excellence. This is a vital role within the organization and directly impacts overall customer success and the evolution of our product and service capabilities.

Picture Yourself at Pega:

Pega is changing the way the world builds software. In this role, you’ll help us design, develop, implement and test the next generation of Pega’s products. This is your chance to get your hands-on leading technology that figures out what people really care about.

What You'll Do at Pega:

As Senior Service Assurance Advisor you will be responsible for:

Technical Customer Engagement:

  • Act as a direct point of contact within TSO for the customer to drive resolution of service issues (product and cloud), and communicate within the organization to meet the customer’s needs

  • Leverage monitoring technologies to provide problem recognition and diagnosis quickly and efficiently

  • Utilize advanced knowledge and technical competence on Pega products and services to drive customer readiness from development to staging to production

  • Drive and engage in issue resolution including complex technical issues across multiple teams while also ensuring timely and regular customer updates

  • Remove impediments/blockers in order to keep issue investigations moving forward

  • Work with customers to anticipate potential problems and address them so they do not become an issue

  • Manage a portfolio of customers encountering technical service issues, and make certain a high level of satisfaction with Pega services is achieved

Who You Are:

The Senior Service Assurance Advisor is a highly driven technical customer– facing professional who possesses initiative, a positive and resourceful mindset, and the ability to learn quickly and adapt to change. The individual is an organized self-starter with tenacity, drive, and enjoys working in a collaborative fast-paced environment to ensure swift resolution of issues and an exceptional customer experience. A deep commitment to quality is essential, as well as demonstrated creative troubleshooting skills.

What You've Accomplished:

  • Bachelor’s Degree in Computer Science, or equivalent

  • 5 + years of relevant work experience ideally with 2-3 years of either consulting experience

  • Strong oral and written communication skills, leadership and poise in pressurized situations

  • Strong teamwork skills with the ability to collaborate with other groups

  • Strong decision making and problem solving skills

  • Proven ability to interact directly with customers at a technical level

  • Initiative and positive attitude

  • Deep commitment to quality

  • Knowledge of AWS, Microsoft Azure, J2EE architecture, Database administration and Operating systems

  • Pega exposure highly regarded but not essential

Pega Offers You:

  • Gartner Analyst acclaimed technology leadership across our categories of products

  • Continuous learning and development opportunities

  • An innovative, inclusive, agile, flexible, and fun work environment

  • Competitive global benefits program inclusive ofpay + bonus incentive, employee equity in the company

Job ID: 12855

As anand Affirmative Action employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.

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