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Job Description:

Senior Service Desk Analyst - OCE - ( 1910374 )


At Pearson, were committed to a world thats 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 its 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

Team Overview

The Senior Service Desk Analyst works under Operational Cloud Enablement team, closely works with all the operations teams in TechOps and manage the incident/requests queues of those teams and support to make sure productive and efficient service The team consist of set of technologists who have an overall understanding on nature of work done by each team in TechOps Service Desk Analyst will manage the ServiceNow queue and become the trusted advisors of our teams by listening, learning, and enabling our leaders in their quest to become a world class operations team It is enabling our teams leaders to make data drive decisions by providing insights and supporting them to excel in their operational efficacy through operational and strategic reports, planning, coordination and documentation

Roles & Responsibilities

Design and develop process requirements, parameters, control plans, flow charts, and instructions

Review existing process techniques and methods for improvements

Support the implementation of new processes

Analyze data on processes and compile reports for Management

Analyze process designs and investigate root causes of failure

Perform testing and modification to ensure success of new processes

Conduct long-term research and report on process trends, validation, and performance

Create and test reports and dashboards for Support teams and Management

Project coordination in an effective manner to achieve milestones

Create documents, blog posts and presentations as required

Support technical teams to manage their Jira boards (Scrum and Kanban) according to required standards

Support Management with administrative tasks under the supervision of team lead

Follow up with hiring managers to maintain upto date head count and hiring tracker

Support team lead/manager to generate reports for head count management

Follow up with tower managers for goals and KPI tracking

Assist team lead to manage budget related documentation, analysis and reports

ITSM queue management (ServiceNow) including ticket dispatching and resource allocation

Follow up on SLA violations and pending tickets with relevant parties for action


Selection Criteria

Education, Experience and Key Competencies

Bachelors degree in IT, MIS, related field or equivalent qualification
Minimum 4 years experience
Familiarity with an ITSM tool, preferably ServiceNow
Experienced in MS Excel
Experience working with JIRA or similar tools
Experience with Confluence is an added advantage
ITIL certification is an added advantage
Experience with project coordination and agile methodologies, Certified Scrum Master is an added advantage
Exposure to Tableau Dashboards is an added advantage
Knowledge of Java, PHP and writing SQL queries is an added advantage
Ability to work closely with other support groups
Problem solving and analytical skills
Out of the box thinking and ability to come up with new initiatives
Commitment to task with high motivation and sense of urgency
Strong interpersonal and communication skills
Ability to prepare documentation and presentations

Pearsons corporate values are Brave; Imaginative; Decent and Accountable It is crucial that these values resonate with you and you are able to embody these values You will be naturally positive, adaptable, proactive, organized and comfortable operating in a changing and ambiguous environment

In exchange for your hard work you will be rewarded with a competitive compensation package, potential eligibility for an annual bonus, supportive peers and management team, opportunities to participate in sporting and social events, career development, training programs and other benefits Other benefits include transportation services, potential eligibility for Pearson Shares (save for shares scheme), and OPD / Insurance / Medical

Please apply by submitting a CV and cover letter and please note that only short-listed candidates will be contacted via phone

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Educational/Training
Functional Area : HR/PM/IR/Training
Role : Recruitment
Salary : As per Industry Standards
Deadline : 15th Mar 2020

Key Skills:

Company Profile:

Pearson Education Services Pvt Ltdarfix

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