Pendo Subject Matter Expert; UX Enablement

Function: UX Enablement / Product Analytics / Digital Adoption

Location: Remote (Must work EST hours, 9 AM – 5 PM)

Employment Type: W2 Contract (18+ months)

Pay Rate: $65.00–$70.00/hour (dependent on experience and client requirements)

We are seeking a Pendo Subject Matter Expert (SME) to serve as the strategic owner and day-to-day authority for the Pendo platform across internal and customer-facing applications. This role sits within the UX organization and plays a critical part in enabling teams to drive digital adoption, improve user engagement, and unlock actionable product insights through Pendo.

This is not a traditional UX Designer or Researcher role
. Instead, the ideal candidate brings deep hands‑on experience with Pendo, strong UX fluency, and a proactive, ownership‑driven mindset. You will act as the first line of support, governance owner, and trusted advisor—helping teams understand how to use Pendo effectively and consistently to solve real problems.

• Serve as the primary expert on Pendo, supporting teams with implementation, optimization, and troubleshooting
• Act as the first line of support for Pendo‑related questions via Slack, email, and live working sessions
• Proactively guide teams with recommendations, best practices, and real‑time problem solving
• Jump into calls to walk teams through solutions and unblock progress

• Co‑author, maintain, and enforce Pendo governance standards and documentation
• Define and communicate best practices for in‑app guidance, analytics, and platform usage
• Conduct regular audits to ensure compliance with standards and identify improvement opportunities
• Adapt governance models to support multiple teams and platforms in a scalable, orderly way

• Partner closely with UX, Product, Engineering, and Business stakeholders
• Facilitate new application onboarding and access to the Pendo platform
• Provide consistent, actionable product feedback to Pendo based on enterprise use cases
• Keep stakeholder groups informed of upcoming initiatives and platform changes
• Gather ongoing feedback to refine processes and improve enablement
• Participate in regular working sessions, office hours, and stakeholder forums
• Engage in early‑access programs and beta features, providing structured feedback
• Advocate for platform enhancements that support enterprise‑scale usage, governance, and usability

• Deep hands‑on experience administering and scaling Pendo in a complex environment
• Strong understanding of UX principles, workflows, and product development processes
• Experience supporting multiple teams or applications within a shared platform
• Proven ability to operate independently with minimal direction
• Strong communication skills with the ability to explain complex concepts clearly
• Demonstrated ownership mindset—sees problems, takes initiative, and drives solutions to completion

• Experience defining governance models for analytics or digital adoption tools
• Familiarity with in‑app guidance design, templates, and resource centers
• Experience partnering with vendor product teams and account managers
• Comfort working at a staff‑level scope
  , influencing without direct authority

• Proactive, resourceful, and highly self‑directed
• Comfortable acting as a trusted advisor and internal consultant
• Balances strategic thinking with hands‑on execution
• Passionate about enabling teams through better tools, processes, and data

The hourly pay range for this position (dependent on factors including but not limited to client requirements, experience, statutory considerations, and location) is $65.00 to $70.00/hr benefits available to full‑time employees: medical, dental, vision, disability, life insurance, 401k and commuter benefits.

Synergis is proud to be an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, color, ethnicity, national origin, religion, age, gender, gender identity, political affiliation, sexual orientation, marital status, disability, military/veteran status, or any other status protected by applicable law.

Quali…