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Pearson Senior Service Desk Analyst - OCE in Colombo, Sri Lanka

Senior Service Desk Analyst - OCE


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.

Team Overview

The Senior Service Desk Analyst works under Operational Cloud Enablement team, closely works with all the operations teams in TechOps and manage the incident/requests queues of those teams and support to make sure productive and efficient service. The team consist of set of technologists who have an overall understanding on nature of work done by each team in TechOps. Service Desk Analyst will manage the ServiceNow queue and become the trusted advisors of our teams by listening, learning, and enabling our leaders in their quest to become a world class operations team. It is enabling our teams leaders to make data drive decisions by providing insights and supporting them to excel in their operational efficacy through operational and strategic reports, planning, coordination and documentation.

Roles & Responsibilities

  • Design and develop process requirements, parameters, control plans, flow charts, and instructions

  • Review existing process techniques and methods for improvements

  • Support the implementation of new processes

  • Analyze data on processes and compile reports for Management

  • Analyze process designs and investigate root causes of failure

  • Perform testing and modification to ensure success of new processes

  • Conduct long-term research and report on process trends, validation, and performance

  • Create and test reports and dashboards for Support teams and Management

  • Project coordination in an effective manner to achieve milestones

  • Create documents, blog posts and presentations as required

  • Support technical teams to manage their Jira boards (Scrum and Kanban) according to required standards

  • Support Management with administrative tasks under the supervision of team lead

  • Follow up with hiring managers to maintain upto date head count and hiring tracker

  • Support team lead/manager to generate reports for head count management

  • Follow up with tower managers for goals and KPI tracking

  • Assist team lead to manage budget related documentation, analysis and reports

  • ITSM queue management (ServiceNow) including ticket dispatching and resource allocation

  • Follow up on SLA violations and pending tickets with relevant parties for action


Selection Criteria:

Education, Experience and Key Competencies

  • Bachelor’s degree in IT, MIS, related field or equivalent qualification

  • Minimum 4 years experience

  • Familiarity with an ITSM tool, preferably ServiceNow

  • Experienced in MS Excel

  • Experience working with JIRA or similar tools

  • Experience with Confluence is an added advantage

  • ITIL certification is an added advantage

  • Experience with project coordination and agile methodologies, Certified Scrum Master is an added advantage

  • Exposure to Tableau Dashboards is an added advantage

  • Knowledge of Java, PHP and writing SQL queries is an added advantage

  • Ability to work closely with other support groups

  • Problem solving and analytical skills

  • Out of the box thinking and ability to come up with new initiatives

  • Commitment to task with high motivation and sense of urgency

  • Strong interpersonal and communication skills

  • Ability to prepare documentation and presentations

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.

Note - We are in the process of career path change as Operation Analyst in this team

Primary Location: LK-1-Colombo

Work Locations: LK-Colombo-Orion City Rigel Bldg Orion City Rigel Bldg No 752 Dr. Danister De Silva Mawatha Colombo 900

Job: Engineering

Organization: Technology & Operations

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Aug 12, 2019

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1910374

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.