Pega Platform and Operations Analyst

Fixed Term Contract, 2 years
About VMIA
Victorian Managed Insurance Authority (VMIA) is the Victorian Government's insurer and risk adviser, covering the people and projects that help Victorians thrive. We're an agency in the Department of Treasury and Finance portfolio established under the Victorian Managed Insurance Authority Act, and report to the Assistant Treasurer.
We provide insurance and risk advice to government departments and agencies, with more than 4,600 clients ranging from small community service organisations to public hospitals, schools, and core service providers. We also provide domestic building insurance to builders, giving Victorian homeowners peace of mind for building projects valued over $16,000.
We help our clients prepare for, prevent, or reduce the impact of harm. When things don't go to plan, we help clients restore services and recover quickly.
Our unique perspective across Victorian Government clients provides an opportunity for learning and development across the risk and insurance industry as well as the broader public sector, creating deeper connections with our clients, and a shared understanding of best practice in our fields of expertise.
Your role
Your role reports to the Manager, Pega Platform & Operations in the Information Technology Division.

**In this role you'll be responsible for the following**:

- Respond to incidents and service requests relating to the functional and technical support of VMIA's core insurance, risk, and customer engagement system.
- Liaise and work with relevant teams and software vendors in resolving and escalating issues, formulating enhancements and improvements on the core system.
- Conduct debugging & replication of issues in lower environments for further analysis and planning.
- Triage, remediate and escalate complex problems, issues, and faults to next level for fixing.
- Perform daily monitoring and administration activities on the VMIA's PEGA Platform from within the PEGA Admin Console.
- Liaise and interface with the Pega Cloud team in ensuring operational health and integrity of VMIA's Pega Platform.
- Maintain the operational health of VMIA's Pega Platform via appropriate monitoring and actioning on Pega Diagnostic Cloud logs and proactively investigate, analyse, and rectify any system issues and recommend process improvements.
- Deliver activities in relation to audit, user access review and governance processes.
- Ensure that system and knowledge base documentation are up to date and accurate.
- Regularly review performance and implement improvements to maximise the efficiency and effectiveness of Enterprise Systems Team processes.
- Engage with relevant stakeholders to define and document business requirements at a strategic and process level and support the delivery of corporate plan business initiatives and projects.
- Actively participate and contribute to Production Support and Continuous Improvement sprints and releases using Pega's Deployment Manager.

Success in this role requires your ability to comfortably work with mínimal direction, particularly with the maintenance of data, systems and process improvement, work under pressure effectively while maintaining resilience, strong technical expertise and relationship-building and influencing skills.
Who you work with
You will work closely with the following internal and external stakeholders:
Internal
- Enterprise Systems team - part of and partner with the team to support, deliver and continuously improve on our Core Insurance, Risk and Client Engagement Platform (Client360) build on Pega and other relevant Enterprise Systems Platform.
- Project Delivery Team - engage with the team to support and deliver our Core Insurance, Risk and Client Engagement Platform (Client360).
- Liaise with other business stakeholders, including but not limited to Service Delivery, Insurance Services, Client Advisory Team, Renewal Project Team and Risk Advisers.

External

About you
- Tertiary qualifications with bachelor's degree in computer science or equivalent technical qualifications.
- Pega System Architect Certification (CSA) (highly desirable).
- Resilient with the ability to work under pressure and manage and resolve complex issues within a timely manner.
- Demonstrated capacity to work with mínimal direction, particularly with the maintenance of data, systems, and process improvement.
- Prior experience in supporting Pega Platform & Applications (highly desirable).
- Knowledge of insurance industry processes and practices domain.
- Proven interpersonal skills with the ability to influence key stakeholders and to develop and maintain effective relationships to achieve business objectives.
- Excellent verbal and written communication skills.

We encourage people from all gender identities, Aboriginal and Torres Strait Islander cultures, with disabilities, and from culturally diverse backgrounds to apply.
Please let us know of any accessibility needs to be considered during the rec