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Job Information

Pearson Incident Support Analyst in Rotherham, United Kingdom

Role: Incident Support Analyst (full or part time)

Division: Assessment & Qualifications Delivery

Location: Rotherham or London, UK. Hybrid-working

Salary: £27-34k plus London weighting if applicable

About Pearson

Our purpose: At Pearson we ‘add life to a lifetime of learning’ so everyone can realise the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. Our Purpose | Add Life to a Lifetime of Learning

Our company: Pearson was founded in 1844 and has been built on our ability to grow with and adapt to a constantly evolving market. Our 20,000+ employees are dedicated to creating the high-quality, digital-first, accessible and sustainable resources for lifelong learning.

Diversity: At Pearson we value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced as strengths and opportunities are equal and accessible.

Flexible working: Pearson is committed to hybrid working practices and has adopted flexible remote and virtual working. Where possible our employees can choose to manage their attendance to the office more flexibly.

About UK Assessment & Qualifications

We are responsible for the delivery of nearly 4 million examination results per annum, including A-Level, GCSE, BTEC and T-levels for students in UK and International centres. Our in-house systems process every learner from registration to marking and certification, in a highly regulated business. We currently operate a hybrid estate of predominantly bespoke systems, with an ongoing strategic transformation programme to migrate from on-prem to cloud based, cost effective, scalable and resilient services.

About the Job

This Technology role will be responsible for managing incidents related to systems used by Pearson’s Workforce Skills and Assessment and Qualifications teams. This includes but is not limited to coordinating support teams and holding incident investigation meetings, administering incident records and tracking and reporting issues and problems. Holding blameless incident postmortem's and documenting RCA’s is a key part of the role. The position also involves keeping customers continually updated and liaising with other departments to drive resolution and closure of incidents and documenting processes.

About You

Knowledge of ITIL is important as these principles are used in Pearson Technology. A technical background and understanding of SDLC is required. Awareness of cloud technologies and DevOps would also be advantageous. An appetite for continuous improvement, evidence gathering and documentation.

Key Skills & Experience

  • ITIL

  • Experience working with both Technology and Business teams

  • Previous experience with incidents and blameless postmortems

  • Firewall, Network & Load-Balancing knowledge

  • Exposure to Technology Toolsets

  • Understanding of IaaS, PaaS and SaaS

  • Superb communication skills, written and verbal

Desirable Skills & Experience

  • Cloud computing certification.

  • Experience working with Windows & Linux.

  • System metrics gathering for improvements.

  • Experience with Cloud services and account tools

The role is aligned to either our Rotherham or central London offices. Our Rotherham office is located at Junction 1 of the M18, making it commutable from Sheffield, Leeds, Doncaster, Derby or Nottingham.

We have successfully worked from home throughout the pandemic, but have adopted hybrid working now national restrictions are lifted; for this role that means visiting your base office no more than once a week with the possibility of occasional travel to other Pearson sites, however, adjustments to this due to personal circumstances & preferences are possible.

We work a 37.5 hour week, with all our team free to flex their day around our core hours, which are Monday to Friday, 10 to 4 GMT/BST. School runs, etc can be accommodated. Other flexible working patterns can be considered, including part-time working and non-traditional hours. As we regularly work with global teams, particularly in India and the US, there may be the occasional need to accommodate meetings outside of core hours.

We actively encourage our staff to participate in at least 40 hours of training a year, and offer relevant AWS training and certification as part of this role.

Your benefits and rewards

Here at Pearson we offer a range of benefits, which include:

  • 25 Days annual leave (increasing by 1 day with every year of continuous service up to 30 days)

  • Private Pension plan scheme where we pay in double what you contribute, up to 16% depending on your age

  • Life, private medical and dental care insurance options, plus free eye tests

  • Stock/share purchase options

  • Maternity, paternity, and family care leave as well as flexible working policies

  • An employee wellbeing assistance programme

  • Cycle to work program, volunteering days, gym membership concessions in selected office locations, along with retail and leisure discounts

Diversity and Inclusion at Pearson

We’re committed to equity and opportunity, so that all learners can realise the life they imagine and see themselves in our services and products. We believe learning is a powerful force for change and that diversity, equity and inclusion are fundamental to who we are. We’re committed to addressing all forms of systematic racism, discrimination and inequality in everything we do.

We also believe in giving everyone in the company the chance to help shape a more inclusive culture, in which everyone feels a sense of belonging and in which everyone acts with integrity day-in, day-out. To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here.

Pearson is an equal opportunities employer. We do not discriminate against employees or job applicants and select the best person for each job based on relevant skills and experience. We are also committed to building an accurate picture of the make-up of the workforce and encouraging equality and diversity.

The information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process. We are a Stonewall Gold and Top 20 LGBT+ inclusive employer, Investors in People Gold, Race Charter signatory, Disability Confident employer and Working Mums Top Employer.



Organization: Assessment & Qualifications

Schedule: FULL_TIME

Req ID: 6711