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Pearson Senior Business Systems Analyst - Service Cloud and Support Solutions in Columbia, South Carolina

Sr. Business Systems Analyst – Service Cloud and Support Solutions


Role Summary

This role offers the opportunity to work in an exciting, open and collaborative environment as part of the Digital & Technologies - Customer Relationship Platforms Team, focusing on Service Cloud and Support Solutions. Our team works closely with support leadership and business stakeholders on design, implementation and maintenance of IT systems and business solutions supporting Pearson’s five global business divisions. Our team uses a variety of development methodologies to manage projects and is focused on delivering simple, high quality, intuitive systems and processes that are built with both the present and future in mind and deliver outstanding experiences to both our customers and our own employees.

What You Will Do

  • Build strong, collaborative relationships with internal business partners, developing an understanding of Support and Service business processes and best practices. Identify opportunities to automate and make recommendations on business approaches and technology solutions that increase value to our customers (both internal and external).

  • Develop and maintain functional expertise in software solutions in operation at Pearson. Work with commercial 3rd party application vendors, whose software has been deployed at Pearson, to understand plan of intent and plan of record for future product plans. Articulate needs and advocate for capabilities Pearson deems a priority. Advise representatives from the business and IT on the impact of new functionality and opportunities for business improvement.

  • Keep up on software market leaders and emerging technologies in the Support & Services space. Become a trusted advisor to the Support function in recommending technologies that will address gaps, improve how we operate, and drive innovation.

  • Lead requirements gathering activities, including facilitating workshops, focus groups, interviews, conference room pilots, etc. to gather and validate business needs.

  • Model current and future state business processes. Ask questions needed to fully understand business objectives and elicit, refine, and break down complex business requirements necessary to achieve them. Ensure requirements and solutions proposed map clearly to KPIs and objectives established.

  • Translate input gathered into detailed business requirement documents, user journey maps, epics, user stories, systems interaction diagrams, etc.

  • Serve as primary liaison between internal business stakeholders and the technical team, ensuring that business processes and requirements are documented, complete, clear, testable, measurable and articulated in a manner that allows the technical team to propose, estimate and construct solutions fit for purpose.

  • Collaborate with Technical and Solution Architects to ensure that security and architectural standards are met, and requirements meet the definition of “ready” prior to technical teams beginning estimation/implementation.

  • Represent the Support functions and IT on cross-functional enhancements and projects, including the coordination and resolution of issues, where required.

  • Facilitate User Acceptance Testing sessions working with the business to agree on test scope and ensure approvals by agreed timelines.

  • Assist team in prioritization of bug fixes and continuous improvement requests as part of run-rate activities supporting business operations. Facilitate backlog prioritization sessions, working closely with business stakeholders to manage the backlog of requests.

Skills & Experience


  • Degree in Information Technology, business-related subject, or equivalent (or equivalent years of experience).

  • 7-10 years of experience in a business analyst or related role, preferably in a Customer Service and/or Technical Support function.

  • Excellent verbal and written communication skills and high attention to detail.

  • Ability to adapt communication style to technical and non-technical audiences, both verbally and in writing, and to lead groups to create clarity and structure out of creative and, at times, chaotic, unstructured thinking.

  • Experience writing acceptance criteria intended to verify achievement of documented requirements and established success criteria.

  • Knowledge of industry standard methodologies, tools and processes for business and process analysis.

  • Creation and evaluation of technical and functional specifications and their cohesion.

  • Ability to learn, assess, and establish optimal ways to leverage off-shelf enterprise solutions, via a combination of configuration and, where needed, customization.

  • Experience with, Service Cloud and the associated Service solutions “eco-system”.

  • Domain expertise/experience in Technical Support & Service eco-system technologies such as, but not limited to, CRM, Knowledge Management, Chat Bots, AI, Call Center-Telephony Integration and Omni-Channel support.

  • Curiosity and an eagerness to research and learn about new technologies, along with a desire to develop expertise in those technologies where relevant.

  • Drive best practice business processes and solutions.

  • Self-driven individual with strong initiative who will take ownership throughout a project’s lifecycle.

  • Ability to prioritize and work well in a fast-moving environment with competing demands.


  • Experience with and/or knowledge of Agile Software Development methodologies

  • Certification in Service Cloud, Architect, and/or Administration


Organization: Corporate Strategy & Technology

Schedule: FULL_TIME

Req ID: 2076