Service Management Specialist

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Engage in discovery initiatives to comprehend business challenges, user requirements, operational hurdles, and strategic possibilities.

• Conduct interviews with stakeholders, review processes, and facilitate sessions for gathering requirements.

• Evaluate business processes to uncover opportunities for optimization, simplification, automation, and enhanced efficiency.

• Document both current and future state business processes.

• Create and maintain business requirements, process flows, user stories, use cases, and acceptance criteria.

• Convert business needs into documentation suitable for product, engineering, and operational teams.

• Facilitate discussions with stakeholders and record decisions made.

• Participate in service intake reviews while supporting compliance, application governance, and data governance.

• Prepare documentation for governance reviews and monitor decisions, risks, and follow-up actions.

• Act as a Subject Matter Expert (SME) on enrollment topics, including renewals, RFPs, SOA, and Charter Applications.

• Analyze operational, product, customer, and business data to uncover trends, risks, opportunities, and root causes.

• Generate insights and recommendations for prioritizing business decisions.

• Assist in defining and monitoring KPIs and success metrics.

• Create reports, dashboards, and presentations that communicate findings effectively.

• Collaborate with Product Management, Engineering, Operations, Customer Success, Data & Analytics, Compliance, and School Leadership teams.

• Manage dependencies, risks, assumptions, and business impacts throughout the lifecycle of initiatives.

• Support testing, validation, and implementation processes.

• Analyze results post-launch and suggest improvements.

• Identify chances to utilize AI, automation, and analytics capabilities.

• Contribute to continuous improvement efforts through data-driven recommendations.

⛳️ Requirements

• Bachelor's degree in Business, Information Systems, Analytics, Education, Technology, or a related discipline.

• 2–4 years of experience in Business Analysis, Operations Analysis, Process Improvement, Product Support, or a similar position.

• Proven experience in gathering and documenting business and functional requirements.

• Strong analytical and problem-solving capabilities.

• Experience working collaboratively with cross-functional stakeholders.

• Familiarity with Salesforce or similar enterprise applications.

• Exceptional written, verbal, and presentation communication skills.

• Preferred: Experience in the education sector, virtual schools, edtech, or digital product environments.

• Preferred: Background in supporting product development, operational transformation, or enterprise systems initiatives.

• Preferred: Knowledge of Lean, Six Sigma, Design Thinking, or Agile methodologies.

• Preferred: Experience in creating dashboards and reporting solutions using Salesforce or similar tools.

• Preferred: Understanding of education data systems, student information systems, LMS platforms, or enterprise integrations.

• Preferred: Experience with Jira, Confluence, Microsoft Power Platform, analytics tools, or similar platforms.

🏝️ Benefits

• Eligible for Pearson’s annual incentive program.

• Benefits information is available on the referenced benefits page.