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

  • ITIL certification

  • 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

Job: Technology

Organization: Technology & Operations

Employee Status: Fixed Term

Job Type: Standard

Shift: Day Job

Job Posting: Jun 18, 2018

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1807934

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.