Pearson Associate Service Desk Analyst in Colombo, Sri Lanka
Associate 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. We are now transforming Pearson to accelerate our activity in digital learning, education services and emerging markets. This will enable us to make a lasting impact in helping to solve some of the most important challenges in global education.
The Operations Engineer receives requests for problem escalation from product support staff, service alerts from monitoring systems, or reports from internal staff. The engineer determines the severity of issues (triage), prioritizes issues, performs diagnosis of system and software components to identify root cause, and takes or recommends corrective action for resolution.
The Operations Engineer communicates with product support staff and may occasionally communicate directly with sales staff and customers. The engineer will work with other Operations team members, systems and database administrators, software engineers/QA, technical product managers and vendors to clearly state problems, troubleshoot, diagnose and/or resolve complex technical issues. The engineer also works with product management teams to provide advice on critical enhancements for reliability of Pearson software and communicates details of product/platform releases to the Operations team.
This position requires participation in On-Call rotation
Working with diverse web-based applications and learning management systems in a production, mission critical environment diagnosing complex user, application and/or systems problems
Acquiring a deep understanding of Pearson platform applications at the operational level to become the subject matter expert for other departments including product management, engineering, product support and others
Responding to unplanned incidents and developing means to reduce downtime and minimize customer impact. This position requires participation in On-Call rotation
Working with various teams to prepare for supporting new and/or highly integrated products and platforms
Writing excellent documentation to enable other team members and to aid new hire training to easily learn and support our platforms
Monitoring the daily operations of the enterprise application environment by analyzing information and recommending short and long term resolutions to issues including the creation and maintenance of scripts and automation tools
Working with external vendors to support systems as required
Participating in disaster recovery / business continuity planning
REQUIRED KNOWLEDGE AND EXPERIENCE:
Ability to effectively multi-task on a variety of daily work assignments in a challenging, fast-paced work environment
Excellent business communication, organizational and time management skills
Experience with documentation of complex issues, processes, procedures
Strong analytical and problem-solving skills
Ability to understand and clearly explain technical issues to both technical and non-technical audiences
Strong team player with the ability to work independently
Motivation to learn and share expertise of new skills and technologies
Ability to resolve support issues are in a timely and efficient manner
Knowledge of various computer systems (tools, services, software, etc.)
Ability to work in Windows environment
Ability to decipher detailed deployment plans
Experience scheduling and preparing appropriate resources to participate in deployments
Capacity to seek new opportunities based on business needs and company growth
Creative problem solving skills
2 years experience, BSc in computer science or other technical discipline
Pearson’s corporate values are Brave; Imaginative; Decent and Accountable. It is crucial that these values resonate with you and you are able to embody these values. You will be naturally positive, adaptable, proactive, organized and comfortable operating in a changing and ambiguous environment.
In exchange for your hard work you will be rewarded with a competitive compensation package, potential eligibility for an annual bonus, supportive peers and management team, opportunities to participate in sporting and social events, career development, training programs and other benefits. Other benefits include transportation services, potential eligibility for Pearson Shares (save for shares scheme), and OPD / Insurance / Medical.
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: Fixed Term
Job Type: Standard
Shift: Day Job
Job Posting: Jul 23, 2018
Job Unposting: Ongoing
Schedule: Full-time Temporary
Req ID: 1809506
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.