Senior Business Systems Analyst - Service Cloud and Support

at Pearson in Montpelier, Vermont, United States

Job Description

Sr. Business Systems Analyst – Service Cloud and Support Solutions


Role Summary

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 Service Cloud and Support Solutions. Our team works closely with support leadership and business stakeholders on design, implementation and maintenance of IT systems and business solutions supporting Pearson’s five global business divisions. Our team uses a variety of development methodologies to manage projects and is focused on delivering simple, high quality, intuitive systems and processes that are built with both the present and future in mind and deliver outstanding experiences to both our customers and our own employees.

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 technology solutions that increase value to our customers (both internal and external).

+ Develop and maintain functional expertise in software solutions in operation at Pearson. Work with commercial 3rd party application vendors, whose software has been deployed at Pearson, to understand plan of intent and plan of record for future product plans. Articulate needs and advocate for capabilities Pearson deems a priority. Advise representatives from the business and IT on the impact of new functionality and opportunities for business improvement.

+ Keep up on 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.

+ Model current and future state business processes. Ask questions needed to fully understand business objectives and elicit, refine, and break down complex business requirements necessary to achieve them. Ensure requirements and solutions proposed map clearly to KPIs and objectives established.

+ Translate input gathered into detailed business requirement documents, user journey maps, epics, user stories, systems interaction diagrams, etc.

+ Serve as primary liaison between internal business stakeholders and the technical team, ensuring that business processes and requirements are documented, complete, clear, testable, measurable and articulated in a manner that allows the technical team to propose, estimate and construct solutions fit for purpose.

+ Collaborate with 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.

+ Represent the Support functions and IT on cross-functional enhancements and projects, including the coordination and resolution of issues, where required.

+ 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


+ Degree in Information Technology, business-related subject, or equivalent (or equivalent years of experience).

+ 7-10 years of experience in a business analyst or related role, preferably in a Customer Service and/or Technical Support function.

+ 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 and their cohesion.

+ 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, 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

+ Certification in Service Cloud, Architect, and/or Administration

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided 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.

The anticipated starting salary range for Colorado-based individuals expressing interest in this position is $110,000-$140,000. This position is eligible to participate in an annual incentive program. Benefits available to eligible employees can be seen at:

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at

Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist?company in everything we do. We value the power of an inclusive culture and 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 a sustainable environment and workplace where talent can learn, grow, and thrive. ?

To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here:?

Pearson is an Affirmative Action and Equal Opportunity Employer

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Job Posting: JC212352628

Posted On: May 03, 2022

Updated On: Jul 20, 2022

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