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Job Information

Pearson Senior Service Management Analyst in Durham, North Carolina

Senior Service Management Analyst

About the role

Working on a global basis the role provides an opportunity for a senior service manager with experience of supporting technology products related to employee services.

This role is accountable for supporting the Lead Service Manager for Employee Services to manage identified business outcomes, metrics and balancing product maintenance and innovation, striking the balance of change with the need for continuous improvement and service levels.

Key roles and responsibilities

A technology product manager for employee services will define, own, and solve problems related to the technology products that support the employee experience in an organization. The candidate will work with a cross-functional team of engineers, designers, and business stakeholders to define and deliver on the product roadmap. The following experiences will be beneficial for this role:

  • Technical experience with employee service technologies to include intranets, joiners/movers/leavers, onboarding and off boarding and technologies to support the automation of employee services

  • Creating employee service technology roadmap in conjunction with team members

  • Evaluating and recommending solutions based on best practices, feasibility, cost-benefit, and risk analysis

  • Ownership of the backlog and directing the user stories whilst evangelizing enterprise capabilities within the designated areas by the Service Management Lead

  • Building business cases and monitoring the life cycle of the business case

  • Manage product budgets and resources to ensure that products are delivered efficiently and effectively

  • Strong technical background, with the ability to understand and communicate technical concepts to both technical and non-technical audiences

  • Excellent communication and presentation skills, with the ability to clearly articulate product vision and strategy to a variety of audiences

It is also important for a Senior Service Manager to have a strong customer focus and be able to understand and anticipate customer needs. This may be demonstrated through experience working directly with customers or through customer-facing roles in the past.

Key skills and competencies


  • Strong technical background: have a deep understanding the technologies employee services are built on and be able to communicate technical concepts to both technical and non-technical audiences.

  • Business acumen: have a strong understanding of the business value of their products, and be able to translate that value into a compelling product vision, roadmaps and profit and loss for their respective products

  • Communication and collaboration: should have excellent communication and interpersonal skills, and be able to work effectively with various stakeholders, including customers, sales teams, engineering teams, and business leaders.


  • Problem-solving and analytical skills should be able to identify and solve complex problems and be able to gather and analyze data to inform product decisions.

  • Product management tools and methodologies be familiar with tools and processes commonly used in product management, such as agile development methodologies, user story mapping, and project management software.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

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Organization: Corporate Strategy & Technology

Schedule: FULL_TIME

Req ID: 10361