Specialist, Service Management

Job Description As a Specialist, Service Management at Pearson, your role involves providing operational leadership and thought partnership within a global enterprise environment. You will be responsible for ensuring the stable delivery of services and managing incidents that impact customers and business operations. Your decision-making skills, ability to work across multiple technical and business teams, and customer-first mindset will be crucial in this role. **Key Responsibilities:** - Operate within a 24x7x365 support model, including participation in an on-call rotation and weekend coverage as required. - Initiate, coordinate, and manage incidents, including leading bridge calls, overseeing communications, and managing escalations in line with global incident response standards. - Own the management of critical-priority incidents, actively monitoring progress and driving incidents through to full resolution. - Provide accurate, timely, and consistent incident updates to technical teams, business stakeholders, and leadership throughout the incident lifecycle. - Track and communicate changes impacting live services, ensuring visibility, alignment, and risk awareness across stakeholders. - Collaborate closely with Problem Management and Change Management teams to support root cause analysis, corrective actions, and risk reduction. - Gather and consolidate information from application teams, Level 2 support, engineering, and other relevant stakeholders during outages and service degradations. - Assess and validate the business impact, customer impact, and sensitivity of incidents to ensure appropriate prioritization and escalation. - Partner with leadership to recommend process, tooling, or operational improvements that enhance service delivery and incident response effectiveness. - Distribute reports, participate in meetings, and share metrics results. - Support training and knowledge sharing efforts. - Provide group facilitation, training, and additional forms of knowledge transfer. - Apply knowledge of the IT infrastructure interdependencies and impacts of Enterprise incidents and changes to balance priorities while driving incident resolutions. - Exercise judgment within generally defined practices and policies in selecting methods and techniques for resolving incidents. - Facilitate collaborative troubleshooting across technical teams to accelerate service restoration. - Enable and support the business to deliver high-quality products at speed, while effectively managing operational risk and change. - Promote a culture of knowledge sharing and continuous improvement, including post-incident review coaching and adoption of best practices across engineering teams. - Provide real-time operational insights to the right stakeholders, ensuring information is delivered in the appropriate format and level of detail. - Help to establish and follow well-defined processes that continuously evolve to support Pearson and our customers' changing needs. **Qualifications Required:** - Associate degree or equivalent experience - 5 years of experience in IT support or related field - 3 years of experience working in an ITIL setting, such as IT Service Desk operations - 2 years of experience with two of the following IT areas: Incident or Problem Management, IT Service Desk, IT Network Operations, Active Directory, MS Exchange, Data Center Operations, Cloud Computing, or Security Operations - 1 year of experience using ServiceNow, PagerDuty, and other similar tools - Experience with Confluence, Jira, Sharepoint, Microsoft Teams - Knowledge of CI/CD pipelines - Experience with people-coordination or project management efforts involving more than 10 individuals, including senior management - Experience documenting incident resolution processes, creating reports, and providing timely status to management - Demonstrated ability to troubleshoot and resolve moderately complex IT incidents with limited direction - Demonstrated ability to work in a fast-paced environment, multi-task, and work with team members - Excellent written and verbal communication skills in both formal and informal formats - Motivated by change; willingness and ability to drive change; demonstrated success with effective incident response and change management - Establish collaborative relationships built on trust and commitment and develop relationships at multiple levels within the business and technical teams - Ability to work flexible hours in a 24/7 support model including participating in an on-call rotation - Ability to work holidays, nights, and weekends as needed to support on-call rotations As a Specialist, Service Management at Pearson, your role involves providing operational leadership and thought partnership within a global enterprise environment. You will be responsible for ensuring the stable delivery of services and managing incidents that impact customers and business operations. Your decision-making skills, ability to work across mu