Pearson Solution Analyst - Service Cloud and Support Solutions in Durham, North Carolina
Service Cloud and Support Solutions
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 Salesforce Service Cloud and Support Solutions. Our team works closely with Customer Service and Tech Support leadership and stakeholders on Agile implementation of our unified Salesforce instance.
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 Salesforce technology solutions that increase value to our customers (both internal and external).
Discovery and explore 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.
Translate input gathered into detailed business requirement documents, user journey maps, epics, user stories, systems interaction diagrams, etc. into Salesforce technical requirements.
Collaborate with Salesforce 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.
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
Salesforce solutions experience
Degree in Computer Science or Information Technology preferred
7-10 years of experience in a business analyst or related role, in a Customer Service and/or Technical Support function within Technology.
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.
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 Salesforce.com, 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
Salesforce.com Certification in Service Cloud, Architect, and/or Administration
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.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing email@example.com.
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Organization: Corporate Strategy & Technology
Req ID: 13391