Zensar

Global IT services for digital transformation

Pega Functional

Enterprise ApplicationsPosted on Nov 13

Full-timePune, Maharashtra, IndiaNo salary listedIn-person

About the Job

Requirements

Certified Pega System Architect (CSA) certification and at least 2 years of Pega experience.
Salesforce Certified Administrator certification and at least 2 years of hands-on experience.
At least 2 years of Oracle experience focused on inventory management and shipping processes.
Intermediate SQL and PL/SQL proficiency and proven ERP support experience with SAP or Oracle.
Strong verbal and written English communication, presentation, and analytical skills.
Ability to manage global stakeholders and resolve escalated incidents.
Strong problem-solving skills and a track record of delivering customer service.
Experience using incident management tools such as ServiceNow.
Knowledge of Reverse Logistics processes and end-to-end incident reporting with ISO compliance.
B2B integration experience with MuleSoft, APIs, RosettaNet PIPs, and E2Open is preferred.

Responsibilities

Support enterprise service platforms across the full lifecycle of incidents, releases, and enhancements.
Act as the primary point of contact for S&L operations and collaborate with global stakeholders while ensuring compliance with ISO and knowledge-base standards.
Monitor ESP, Outlook, and Webex 24x7x365, resolve at least three incidents daily, and manage planned and unplanned outages.
Participate in Emergency Operations Center bridges and represent S&L Operations during critical events.
Conduct weekly audits of at least 50 cases and present findings to the Incident Management team.
Lead escalation handling and deliver short-term and long-term fixes for high-impact business issues.
Execute user acceptance testing cases for releases and coordinate release training for agents.
Maintain and update the ESP Knowledge Base and ISO documentation, ensuring cross-functional collaboration.
Identify and implement process improvements, automation opportunities, and efficiency gains.
Provide backup coverage for agents during absences and perform special assignments as required.
Communicate outage notifications and status updates to the S&L business community.
Use incident management tools such as ServiceNow to track, resolve, and report incidents.

Desired Qualifications

B2B integration experience with MuleSoft, APIs, RosettaNet PIPs, and E2Open.

The ESaaS‑Pega Functional role supports enterprise service platforms (ESP) across the full lifecycle of incidents, releases, and enhancements. You will act as the primary point of contact for S&L operations, collaborate with global stakeholders, and ensure compliance with ISO and knowledge‑base standards while driving continuous improvement and automation.

Certified Pega System Architect (CSA) with ≥2 years of Pega experience.
Salesforce Certified Administrator with ≥2 years of hands‑on experience.
Oracle experience (≥2 years) focused on inventory management and shipping processes.
B2B integration experience (≥2 years) with MuleSoft, API, RosettaNet PIPs, and E2Open preferred.
Intermediate SQL/PL‑SQL proficiency and proven ERP (SAP or Oracle) support experience.
Excellent verbal and written English communication, presentation, and analytical skills.
Demonstrated ability to manage global stakeholders and resolve escalated incidents.
Strong problem‑solving skills with a track record of delivering exceptional customer service.
Experience using incident management tools such as ServiceNow.
Knowledge of Reverse Logistics (RL) processes and end‑to‑end incident reporting (IR) with ISO compliance.

Monitor ESP, Outlook, and Webex 24x7x365, resolve a minimum of three incidents daily, and manage planned/unplanned outages.
Participate in Emergency Operations Center (EOC) bridges and represent S&L Operations during critical events.
Conduct weekly case audits (≥50 cases) and present findings to the Incident Management team.
Lead escalation handling, delivering short‑term and long‑term fixes for high‑impact business issues.
Execute UAT test cases for releases and coordinate release training for agents.
Maintain and update the ESP Knowledge Base and ISO documentation, ensuring cross‑functional collaboration.
Identify and implement process improvements, automation opportunities, and efficiency gains.
Provide backup coverage for agents during absences and perform special assignments as required.
Communicate outage notifications and status updates to the S&L business community.
Utilize incident management tools (e.g., ServiceNow) to track, resolve, and report incidents.

About the Company

Zensar

Global IT services for digital transformation

Digital solutions and IT services company that partners with global organizations to drive digital transformation. Its offerings include intelligent automation, analytics, hyperconverged infrastructure, and digital application development and maintenance, delivered through long-term contracts, project-based engagements, and managed services. Indigo Slate handles virtual event creation. Zensar’s Living AI integrates artificial intelligence into business processes to boost outcomes. Unlike many competitors, it emphasizes reducing capital expenditure (Capex) and operating expenditure (Opex), simplifying vendor management, and improving efficiency through automation. The overall goal is to help clients adapt to the digital landscape, optimize technology infrastructure, and achieve higher operational efficiency.

Company size: 10,001+
Company stage: IPO
Headquarters: Pune, India
Founded: 1991

Recently Posted Jobs

Explore more opportunities at Zensar

See more jobs