Specialist, Service Management

Job Title: Specialist Service Management

The Service Delivery & Response team is responsible for ensuring the stable delivery of services and the effective management of incidents that impact customers and business operations. The team operates with a strong emphasis on collaboration blameless incident management transparency and rapid response ensuring service disruptions are addressed efficiently while driving continuous improvement.

The Specialist Service Management role provides operational leadership and thought partnership within a global enterprise environment. This role requires strong decisionmaking skills the ability to work across multiple technical and business teams and a customerfirst mindset. The Specialist acts as a trusted coordinator during incidents ensuring issues are prioritized appropriately and corrective actions are implemented.

In this role you will lead crossfunctional collaboration to manage incidents service degradations and operational changes. You will be accountable for coordinating response efforts facilitating communication between stakeholders and ensuring timely resolution of customerimpacting issues. You will also contribute to postincident reviews knowledge sharing and process improvements helping to strengthen service reliability operational maturity and the overall customer experience.

Responsibilities:

• Operate within a 24x7x365 support model including participation in an oncall 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 criticalpriority 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 prioritisation 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 highquality products at speed while effectively managing operational risk and change.

• Promote a culture of knowledge sharing and continuous improvement including postincident review coaching and adoption of best practices across engineering teams.

• Provide realtime 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.

Required Skills:

• Associate degree or equivalent experience

• 5 years of experience in IT support or related field

• 3 years of experience working in ITIL environment 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