ISD Engineer II/III - Pega Support

ISD Engineer II/III - Pega Support

03 Nov 2023
Florida, Pensacola, 32501 Pensacola USA

ISD Engineer II/III - Pega Support

Job Description


You have goals, dreams, hobbies and things you're passionate about.

What's Important to You Is Important to Us
We're looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them-friends, family and passions. And we're looking for team members who are passionate about our mission-making a difference in military members' and their families' lives. Together, we can make it happen.

Don't take our word for it.

• Military Times 2021 Best for Vets Employers
• WayUp Top 100 Internship Programs
• Forbes® 2022 The Best Employers for New Grads
• Forbes® America's Best Employers
• Newsweek Top 100 Most Loved Workplaces
• Fortune Best Workplaces for Women
• Fortune 100 Best Companies to Work For®
• Computerworld® Best Places to Work in IT

Basic Purpose

To serve as the technical subject matter expert for an assigned area providing moderately complex (Level 2) operational support to the organization. Ensure department objectives are met in operational stability, efficiency, asset management, change control, performance management, metric development, security, and integrity of systems. Provide operational support input related to application analysis, code review, design, and programming functions. Lead a support team that may or may not be matrixed.


• Support a team of Level 2 engineers for Pega applications
• Respond to end users for Incidents and Problems for multiple Pega applications
• Coordinate Level 3 Support when required
• Ensure compliance with corporate Incident, Problem and Change Management Practices, standards and procedures
• Provide comprehensive day-to-day operational support
• Support and coordinate recovery operations in the event of operational failure
• Recommend, develop, and maintain complete and accurate documentation for supported environments
• Coordinate availability and performance monitoring activities and execution of scheduled maintenance activities
• Provide technical support and troubleshooting
• Perform analysis of applications and enhancements for process improvement or re-engineering
• Coordinate, document and evaluate unit testing for software defects
• Ensure compliance with NFCU's ISD standards, practices and processes
• Perform root cause analysis to identify and resolve recurring technical problems
• Coordinate integration of solutions with existing applications; identify and resolve existing and potential conflicts to ensure compatibility
• Serve on teams and task groups for projects/initiatives within the business unit and/or across the organization
• Build and maintain effective relationships with team members, management, key stakeholders and/or external contacts (vendors, etc.)
• Ensure clear, concise and effective communication of material
• Flexible to on-call rotation needs, open to work in shifts including weekend coverage as per needs
• Perform other duties as assigned


• Bachelor's degree in Information Technology, or related field, or the equivalent combination of education, training, and experience
• Working knowledge of banking/financial industry standards and practices
• 5+ years of experience in application support and incident and problem management
• 5+ years supporting Pega applications
• Experience in ITIL Service Operations including Incident, Problem, & Alert Management
• Experience leading/training junior team members on Pega application and incidents
• Strong knowledge of the PRPC Architecture and PRPC design and implementation
• Strong knowledge of Pega Application packaging, security, rulesets, portals, reports, and other Pega OOTB tool


• Pega Certified System/Senior System Architect
• Strong experience on all Pega products including Robot Manager, Deployment Manager, AppFactory and CDH
• Extensive debugging skills in PRPC using tracer, clipboard and rules inspector
• Experience with PDC and server monitoring and agents monitoring
• Experience analyzing log files and reports from application sourc

Hours: [Days and hours ex: Monday - Friday, 8:00AM - 4:30PM | OnCall Support as needed. Outages and deployments

Location: 820 Follin Lane, Vienna, VA 22180 | 5550 Heritage Oaks Dr. Pensacola, FL 32526 | 141 Security Dr. Winchester, VA 22602

Navy Federal is now hybrid! Our standard enterprise requirement for a hybrid schedule is to report on-site 4-16 days each month. The number of days reporting on-site will ultimately be determined by the employee's leadership and business unit needs. You will learn more throughout the hiring and on boarding process.

Salary Range: $72,300 $123,500 anually (Level II) $83,100 - $142,000 annually (Level III)

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.

Equal Employment Opportunity

Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability

COVID-19 Safety Protocols

All employees are expected to follow our COVID-19 safety protocols.


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.

Bank Secrecy Act

Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Employee Referrals

This position is eligible for the TalentQuest employee referral program. If an employee referred you for this job, please apply using the system-generated link that was sent to you.

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