Role: Senior End User Services Technician

Company: Pearson

Division: Digital Workplace Services (DWS)

Location: Durham, North Carolina - Hybrid

 

Pearson Background

We are the world’s learning company, with over 24,000 employees operating in 70 countries. We combine world-class educational content and assessment powered by services and Technology to enable more effective teaching and personalised learning at scale. We believe that wherever learning flourishes, so do people.

Position Summary

This role will focus on continual improvement and delivery of Digital Workplace Services (DWS) within Pearson. You will be the responsible for identifying and implementing opportunities to ensure that service to Pearson employees improves over time, with a focus on improving self-service adoption. You will need to work with the existing Technology Teams to facilitate and be part of a team to champion continuous improvement. Success will be measured by a reduction in tickets requiring human intervention and employee happiness with DWS services.

Responsibilities

Work with an extended team to develop, deliver, and maintain the continuous improvement strategy for DWS. Ensure that self-service needs of end users are met in a timely, effective, and efficient manner. This includes effective provision of virtual agent(s), knowledge articles and training materials. Proactively work with support teams and super users to ensure self-service capabilities are being used and fit for purpose. Contribute to the Knowledge Management process both in DWS (and Pearson-wide?) by writing and reviewing articles. Ensure articles are simple to use, easy to access and can be easily maintained in-line with organisational needs. Manage cases within the Problem Management process in DWS. Undertake regular trend analysis to identify potential improvements. Undertake regular quality assurance reviews of tickets. Undertake regular reviews of self-service effectiveness, including knowledge articles and virtual assistant. Produce management reports, including metrics, so performance can be regularly reported to senior leadership. Work closely with new projects / change teams to identify and deliver appropriate materials to support the implementation of new technology and ensure self-service capabilities are relevant and available to end users.

Key Skills and Experience

Must have:

A positive attitude and aptitude to drive this role forward. Ability to work independently and be a self-starter. Experience of operating in an environment that uses ITIL. 3+ years’ experience in service-oriented role. Experience in working in at least one of a continuous improvement, Knowledge Management or Problem Management function. Attention to detail and curiosity. Analytical and thinking skills with the ability to translate technical information into easy-to-read language. Data analysis and presentation of information. Use of tools such as Microsoft Excel and PowerPoint. Use of ServiceNow, particularly reporting. ITIL Foundation certification.

The Person we are looking for:

Proactive and self-sufficient. Able to challenge the status quo and colleagues. A team player who is non-territorial. Able and willing to own and manage activity from concept to deployment. Able to apply practical strategies to identify quick and effective paths to resolution for relevant issues. Able to matrix manage resources as appropriate. Able to work effectively with all levels of the organisation. Willingness to go above and beyond on occasion to ensure the “job gets done”.