Senior Business Systems Analyst - Service Cloud and Support Solutions
Company: Pearson
Location: Hartford
Posted on: May 11, 2022
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Job Description:
Sr. Business Systems Analyst - Service Cloud and Support
Solutions
(Remote)
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
Essential:
* 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 Salesforce.com, 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.
Desirable:
* Experience with and/or knowledge of Agile Software Development
methodologies
* Salesforce.com 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: https://pearsonbenefitsus.com/
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
pearsonplc.com.
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:---
http://www.pearson.com/careers/diversity-and-inclusion.html
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.
Job: TECHNOLOGY
Organization: Corporate Strategy & Technology
Schedule: FULL_TIME
Req ID: 4967
Keywords: Pearson, Hartford , Senior Business Systems Analyst - Service Cloud and Support Solutions, Professions , Hartford, Connecticut
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