Technical Specialist

We are looking for a highly motivated, collaborative, goal-oriented, and creative problem solver to join a team of experts supporting internal home-grown and third-party applications, both in the U.S and internationally. The ideal candidate will work cross-functionally with internal customers, business analysts, and technical teams to understand, support, and deliver on business needs. This person will be responsible for a wide range of technical (and occasionally non-technical) operations, requiring the ability to quickly adapt and learn business processes and understand and build complex systems. This position will have a focus on SalesTech development and support.  

Responsibilities  

User Support (10 -20 %) 

• Handle incoming frontline internal customer support questions.
• Gain knowledge and a deep understanding of internal applications.
• Develop and maintain expertise on features/functionality of internal applications.
• Collaborate with the team to provide training materials and documentation on new features/functionality of internal applications.
• Drive end-user adoption by assisting in day-to-day Pega support, including managing system upgrades, releases, and change control processes.

CRM (PEGA) (80 – 90 %) 

• Work closely with other Developers and Analysts to ensure coordinated and compliant development of the CRM.
• Develop system documentation and CRM policies/procedures.
• Manage and administer marketing-to-sales pipeline and data workflow improvements and development.
• Build features in the CRM to enhance existing sales processes.
• Ensure security and governance of system and data.
• Manage your own projects; initiate and drive multiple workflows to successful completion with strong communication and collaboration.
• Support integrations with legacy systems and other internal applications.
• Gather business requirements and translate them into technical changes and enhancements (jointly with the manager and the rest of the team).
• Drive the Pega roadmap and enhancements to ensure they meet the strategic goals of the business.

Skills / Qualifications   

• Experience with developing and implementing test plans.
• Familiarity with JIRA or other support ticketing systems.
• Desire to learn new technologies.
• Highly technology literate; quickly learns new applications and tools.
• Strong follow-through capabilities.
• Extremely detailed and organized, with the ability to re-prioritize tasks as needed.
• Ability to work independently and within a team.
• Good interpersonal and team skills; collaborative.
• Self-starter with excellent communication skills.
• Ability to multi-task while maintaining vigilant attention to details.
• Flexible, resilient, and adaptable to changing priorities.
• Ability to work with multiple groups, including internal and external teams, and manage expectations.
• Constantly looking to apply best practices.
• Exceptionally detail-oriented and organized.
• Proven ability to manage many simultaneous projects to meet business goals and objectives.
• Strong written and verbal communication skills; able to deliver clear, concise information and direction to partners and internal teams.

Experience  

• Bachelor’s degree or foreign equivalent in a technical or business-oriented field.
• Bonus: 2+ years of analytical and problem-solving experience in a technical role.
• Bonus: PegaSystems development experience.
• Bonus: Process improvement and/or program and project management background, preferably in a software or other technology company.

We are an equal-opportunity employer and do not discriminate because of race, color, religion, sex, national origin, ancestry, marital status, veteran status, age, disability, sexual orientation or gender identity or expression or any other legally protected category. InterSystems is an E-Verify Employer in the United States.