Process Support Specialist

The Process Support Specialist will research, analyze, and recommend improvements to business processes while gaining understanding of the business model and department practices. The Process Support Specialist will also assist in developing, conducting, and tracking training sessions, in addition to performing testing of the PEGA system.

ESSENTIAL EDUCATION AND EXPERIENCE: Bachelor’s Degree in Business Administration, Project Management, or a related discipline with at least three (3) years of related experience.


  • Exceptional attention to detail
  • Written and oral communication skills
  • Ability to prioritize and execute tasks in a fast-paced environment
  • Strong analytical and conceptual thinking skills
  • Ability to check all technical material for consistency and accuracy
  • Excellent documentation skills
  • Excellent planning, organizational, and time management skills.
  • Expertise in using MS Word, Excel, PowerPoint
  • Demonstrates strong business acumen and analytical abilities


  • Gain a deep understanding of the PEGA system UI and how to conduct business tasks necessary for the Program Management department
  • Assist in developing a training program to equip Program Management colleagues to perform necessary tasks in the PEGA system
  • Coordinate and conduct PEGA group training sessions in classroom and potentially virtually
  • Track training progress of each colleague and captive team
  • Provide colleague feedback to PEGA development team
  • Handle process related PEGA questions from Program Management colleagues and assist with ongoing education
  • Maintain and update PEGA related training documents
  • Coordinate and host onboarding meetings with each Captive team to gather data needed for PEGA migration
  • Assist with testing the PEGA system UI and report findings to PEGA development team
  • Gain a deep understanding of Captive Resources business model, Program Management department practices, and its existing excel-based pricing tools
  • Review business processes within the Program Management department, documenting existing procedures and variances across individual teams
  • Analyze business processes and provide suggestions for improvements
  • Lead training and support efforts related to process changes within the department

PRIORITIES: Conduct and assist training, perform testing, review and analyze business processes


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