Role: Graduate Service Delivery Analyst
Division: Assessment & Qualifications Delivery
Location: Rotherham or Manchester, UK
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
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.
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.
The Role
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 Assessment and Qualifications Division, helping build our service management capabilities across our Technology and Business teams.
What will you be working on?
* Assist service delivery managers and application leads to analyse current incident/request trends and identify areas of improvement.
* Understand and document existing services, components, and dependencies.
* Assist in the creation of documentation & guides associated with service management processes and frameworks.
* Support teams with Supplier Management and the associated Service requirements for 3rd Parties within our division.
* Assist service management to improve key processes such as incident/request management, problem management, change control and major incident management.
* Working across teams, supporting the incident/request processes.
* Assist in the configuration and continual improvement of IT Service Management tools and associated workflows.
* Collating information and reporting on the performance of IT Services and associated Service level metrics.
* 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
* Excellent organisational and time management skills.
* Experience of analysing and collating data.
* A passion for learning, continuous improvement, and a collaborative approach.
* Ability to adapt and work in a fast-paced environment.
* Strong communication skills and an ability to engage with diverse teams.
Required Qualifications
* 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.
Desirable Skills & Experience
* 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.
* Experience of working in service operations or service delivery teams.
Your benefits and rewards
* 25 Days annual leave (increasing by 1 day with every year of continuous service up to 30 days); annual leave trading, +/- 5 days.
* Annual Bonus.
* 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.
Job: TECHNOLOGY
Organization: Assessment & Qualifications
Schedule: FULL_TIME
Workplace Type: Hybrid
Req ID: 18068
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