<p><img alt="" src="/logo/0000000233/260_PMO.JPG" style="height:300px; width:882px" /></p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif"><strong><span style="font-size:16px">Technical Lead (Support Analyst)</span></strong></span></span></p> <p> </p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.</span></span></p> <p> </p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif"><strong><span style="font-size:14px">Job Purpose</span></strong></span></span></p> <p><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">Supporting and development of Pearson’s ServiceNow environment as part of the ServiceNow Operations team. A strong focus on keeping to and enforcing standard processes whilst delivering quality customer service.</span></span></p> <p> </p> <p><strong><span style="font-size:14px"><span style="font-family:verdana,geneva,sans-serif">Key Responsibilities and Measures</span></span></strong></p> <ul> <li><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">Supporting the various Pearson business units by resolving incidents, changes, problems</span></span></li> <li><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">and requests raised for ServiceNow and associated customized products.</span></span></li> <li><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">Enhancing the environment by working together with the wider development team working</span></span></li> <li><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">in agile methodology. </span></span></li> <li><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">Day to day support for existing features and functionality</span></span></li> <li><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">Manage operational escalations to ServiceNow via the HI customer portal.</span></span></li> <li><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">Key part of the team to provide platform wide activities such as regular version upgrades and cloning.</span></span></li> <li><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">Proactive monitoring to improve system performance.</span></span></li> <li><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">Proactive knowledge gains of new the features and modules in Service Now.</span></span></li> </ul> <p> </p> <p><strong><span style="font-size:14px"><span style="font-family:verdana,geneva,sans-serif">Qualifications</span></span></strong></p> <p><span style="font-size:14px"><strong><span style="font-family:verdana,geneva,sans-serif">EDUCATION and/or EXPERIENCE</span></strong></span></p> <ul> <li><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">Bachelor’s degree in Computer Science / MIS or equivalent with a minimum of four (4) years and two (2)</span></span></li> <li><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">years of additional experience as a Lead.</span></span></li> <li><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">Essential skills, qualifications and experience</span></span></li> <li><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">Experience with ServiceNow, ITIL & general ITSM</span></span><br /> </li> </ul> <p><span style="font-size:14px"><strong><span style="font-family:verdana,geneva,sans-serif">Desirable skills, qualifications and experience</span></strong></span></p> <ul> <li><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">ITIL Foundation v3</span></span></li> <li><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">Experience with JavaScript and XML</span></span></li> <li><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">Strong organizational skills, attention to detail and the ability to handle multiple projects simultaneously while meeting deadlines.</span></span><br /> </li> </ul> <p><strong><span style="font-size:14px"><span style="font-family:verdana,geneva,sans-serif">Key Attributes</span></span></strong></p> <ul> <li><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">Always Learning</span></span></li> <li><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">Customer Focused</span></span></li> <li><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">Flexible Approach</span></span></li> <li><span style="font-size:12px"><span style="font-family:verdana,geneva,sans-serif">Strong analytical & problem solving abilities </span></span></li> </ul> <p> </p> <p><strong><span style="font-size:16px"><span style="font-family:verdana,geneva,sans-serif">Apply Here: https://pearson.taleo.net/careersection/ex/jobdetail.ftl?job=1618145</span></span></strong></p>