Pearson Senior Service Desk Analyst in Colombo, Sri Lanka
Senior Service Desk Analyst
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better.
Due to a recent growth in Pearson, we are currently seeking a Senior Service Operations and Control Analyst to monitor requests and resolve incidents within a set of agreed SLA’s. Your strong commitment to customer service will ensure your success in this role.
Reporting to the Manager - Platform Operation Database and Operational Excellence & Planning, you will be responsible for ensuring technical problems are solved with minimal impact to the customer as well as design and develop process requirements, parameters, control plans, flow charts and instructions. Your strong attention to detail is what will set you apart from other candidates.
Based in Orion City, Dematagoda, Sri Lanka, you will work closely with both the Engineering and IT departments to ensure timely resolution of issues.
It's crucial that you are brave enough to do what you feel is right and can communicate and work with others who may have a different perspective. Our best people try to understand those around them and can influence behaviour.
Roles & Responsibilities
Monitor the request/incidents queues in Service-Now.
Make Sure tickets/incidents are properly routed to the teams without violating the SLA/OLA.
Project coordination in effective manner to achieve the milestone
Design and develop process requirements, parameters, control plans, flow charts, and instructions
Analyze performance data on processes and compile reports for management andtrends analysis on operational data
Experience and Key Competencies
Bachelor’s degree in IT, MIS or related field or equivalent qualification
Substantial experience in a similar role
Strong problem solving and analytical skills
Ability to think out of the box and implement innovative and initiatives
Able to demonstrate commitment to tasks with high motivation and sense of urgency
Strong interpersonal communication skills
Please apply by submitting a CV and cover letter and please note that only short-listed candidates will be contacted via phone.
Primary Location: LK-1-Colombo
Work Locations: LK-Colombo-Orion City Sascon Bldg Orion City Sascon Building No. 752/5 Dr Danister De Silver Mawatha Colombo
Organization: Technology & Operations
Employee Status: Regular Employee
Job Type: Standard
Shift: Day Job
Job Posting: Jun 28, 2017
Req ID: 1710802