Pearson Graduate Service Delivery Analyst
Location: Manchester, United Kingdom
Workplace Type: Hybrid
Job Type: Technology
Schedule: Full Time
Salary Range: £27 - 30k Per Annum, plus on target bonus of 5%
Arrangement: Hybrid, Monday to Friday, 10 to 4 GMT/BST, 37.5 hour week
About Pearson
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.
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 high-quality, digital-first, accessible, and sustainable resources for lifelong learning.
The Role
Do you have a passion for service and continuous improvement? We're looking for a new service delivery analyst to join our growing service management function. This role is to work within the Service Management team of the Assessment and Qualifications Division, helping build our service management capabilities across our Technology and Business teams.
Responsibilities
1. Assist service delivery managers and application leads to analyse current incident/request trends and identify areas of improvement.
2. Understand and document existing services, components, and dependencies.
3. Assist in the creation of documentation & guides associated with service management processes and frameworks.
4. Support teams with Supplier Management and the associated Service requirements for 3rd Parties within our division.
5. Assisting service management to improve key processes such as incident/request management, problem management, change control, and major incident management.
6. Working across teams, supporting the incident/request processes.
7. Assist in the configuration and continual improvement of IT Service Management tools and associated workflows.
8. Collating information and reporting on the performance of IT Services and associated Service level metrics.
9. Act as a subject matter expert on existing service management processes to guide and embed service management capabilities across the wider Pearson community.
About You
Key Skills & Experience
1. Excellent organisational and time management skills.
2. Experience of analysing and collating data.
3. A passion for learning, continuous improvement, and a collaborative approach.
4. Ability to adapt and work in a fast-paced environment.
5. Strong communication skills and an ability to engage with diverse teams.
Required Qualifications
1. A degree (Bachelor's or HND) in a relevant subject area such as IT, Computer Science, Business Information Systems, Software Engineering or other related field.
Experience in Agile methodologies.
Experience of using ITSM tools, particularly ServiceNow.
Experience with design, creation, and continuous improvement of reports & dashboards.
An appreciation of ITIL or other best practice frameworks (a qualification in ITIL would be a plus).
Experience of working in service operations or service delivery teams.
Job Location and Hours
The role is aligned to either our Rotherham or Manchester offices. All our roles are hybrid working; 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.
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. Other flexible working patterns can be considered, including part-time working and non-traditional hours.
Your Benefits and Rewards
Here at Pearson we offer a range of benefits, which include:
1. 25 Days annual leave (increasing by 1 day with every year of continuous service up to 30 days); annual leave trading, +/- 5 days.
2. Annual Bonus.
3. Private Pension plan scheme where we pay in double what you contribute, up to 16% depending on your age.
4. Life, private medical and dental care insurance options, plus free eye tests.
5. Stock/share purchase options.
6. Maternity, paternity, and family care leave as well as flexible working policies.
7. An employee wellbeing assistance programme.
What to Expect from Pearson
Pearson is an Affirmative Action and Equal Opportunity Employer. We want a team that represents a variety of backgrounds, perspectives, and skills. All employment decisions are based on qualifications, merit, and business need.
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 TalentExperienceGlobalTeam@grp.pearson.com.
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