Lead Service Assurance Advisor in Remote, Italy

Lead Service Assurance Advisor

Job Category: Client Support

Location: Italy – Milan – Remote

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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 Service Assurance Advisor (SAA), working with a growing peer team of talented SAA’s within a newly evolving SAA 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 Service Assurance Advisor also 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:

• In this role, you will:

Technical Customer Engagement:

• Mentor and guide the Service Assurance I team members in the following areas:

• Pro-active review of Cloud environments

• Remove impediments/blockers to keep issue investigations moving forward

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

• Leverage monitoring technologies (i.e., PDC) to provide problem recognition and diagnosis quickly and efficiently

• Issue resolution including complex technical issues across multiple teams while also ensuring timely and regular customer updates

• Manage a portfolio of customers encountering technical service issues, 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

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

• Understand Pega products and services, and how customers use them to drive effective customer-based solutions

Process and Improvements:

• Understand and articulate the customer’s requirements to ensure that the customer’s optimal success criteria are met

• Drive tactical objectives in an assertive, mission-critical manner, as needed

• Partner with Pega Product Management, Engineering, and the Customer Success organization to ensure continuous feedback occurs

• Share and drive customer feedback with Product Owners, Engineering, and other relevant parties

Who You Are:

The 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:

• Qualifications include:

• Bachelor’s Degree in Computer Science, or equivalent

• 10 + years of relevant work experience ideally with 3-5 years of either consulting experience or a technical lead role

• 5+ years Pega Consulting experience – preferred

• CSSA minimum certification, CLSA preferred, training provided

• Demonstrable experience in quickly understanding complex technical issues, as well as understanding customer end-to-end deployments, products and underlying architecture

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

• Advanced teamwork skills with the ability to collaborate and negotiate with other groups and manage conflict

• Proven ability to interact directly with customers at all levels

• Demonstrated customer-facing skills including expectation management, communication skills, information management

• Proven effectiveness at leading and facilitating customer meetings and workshops

• Possess strong presentation skills and credibility with all levels of customer organizations

• Ability to rapidly gain in-depth knowledge of existing and new Pega products and services

• Strong decision making and problem-solving skills

• Initiative and positive attitude

• Ability to learn quickly and adapt to change

• Professional, organized, efficient and accurate

• Tenacity, drive and the desire to succeed in a fast-paced environment

• Resourceful and creative troubleshooting skills

• Deep commitment to quality

• Fluent in English and Italian

• Additional Preferred Qualifications:

• Knowledge of AWS, Microsoft Azure, PCF, GCP

• Knowledge of J2EE architecture and application servers (Websphere, Weblogic, Tomcat, or JBOSS)

• Knowledge of database administration (Oracle, Postgres, MSSQL,UDB or DB2)

• Knowledge and experience with Javascript, SQL, and CSS/HTML

• Knowledge of Operating Systems (specifically Windows, AIX, Solaris, Linux, zOS)

• Knowledge of Communication protocols and technologies (SOAP, MQ, JMS)

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 of pay + bonus incentive, employee equity in the company

Job ID: 21448

Inclusion and Diversity – Inclusive is one of our values at Pega. Pegasystems is committed to inclusion and diversity and strives to foster a fair and inclusive environment for all. We believe Pega can achieve more when we create a culture that inspires each of us to fully contribute each and every day. We encourage diverse thinking and collaboration for better outcomes for all..

We encourage candidates of all backgrounds and skillsets to consider opportunities at Pega. At Pega, we focus on the skills needed to be successful and we know that our employees can thrive even if they don’t possess a traditional background. If you like the sound of this role, but are not sure if you are the right person, please consider applying. We would love to hear from you!

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.

Export Compliance – For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.

Accommodations – If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process,or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.

It is Pega’s policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law.

https://www.pega.com/about/careers/equal-employment-opportunity