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Pearson
Specialist, Service Management
Edtech.com's Summary
Pearson is hiring a Specialist, Service Management to administer and configure Pearson's ServiceNow platform, with a specific focus on the HR Service Delivery (HRSD) module. The role balances day-to-day system administration with new-feature development and cross-team collaboration to keep the platform supporting HR operations effectively.
Highlights
- Configure and administer the ServiceNow HRSD module supporting Pearson's global HR operations
- Facilitate User Acceptance Testing and production validation for biannual ServiceNow version upgrades
- Maintain Knowledge Management components, including User Criteria, HR Criteria, assignment groups, and key HR dashboards
- Coordinate with external teams on Automated Test Framework (ATF) implementation to reduce manual testing effort
- Develop new ServiceNow HR functionalities and support rollout for projects spanning onboarding, lifecycle events, and offboarding
- Produce monthly reporting, including the Content Hits Report and HR Knowledge Base Feedback Report, to track key metrics
- Maintain historical HR system records such as the HR Taxonomy and cross-country access lists
- Represent HR in ServiceNow development grooming calls and forums such as the myHelp Governance Board
- Apply AI Summary functionality within Knowledge Articles to improve content usability
Specialist, Service Management Full Description
Job Title: Specialist, Service Management
Job Description - In this role, will be responsible for the daily administration, configuration, and support of our ServiceNow platform, with a specific focus on our HR Service Delivery (HRSD) module. This role aligns with industry titles such as ServiceNow Engineer, ServiceNow System Administrator, ServiceNow HRSD Administrator or HR Systems Administrator (ServiceNow)
The Role:
We are seeking a highly motivated and detail-oriented ServiceNow System Administrator to join our team. This role involves a mix of administrative tasks, development of new functionalities, and collaboration with various business stakeholders to ensure the platform effectively supports our HR operations.
Key Responsibilities:
System Administration & Maintenance:
- Facilitate and execute User Acceptance Testing (UAT) and Production Validation for biannual ServiceNow version updates.
- Perform testing of newly deployed functionalities to ensure they meet business requirements and are free of defects.
- Monitor and manage issues raised by HR Operations, working to resolve them in a timely manner.
- Coordinate with external teams to implement fixes and new features, such as coordinating with Service Management Platform for Automated Test Frameworks (ATF) to reduce manual testing.
- Maintain and update important company lists, such as the VIP list, by comparing data from different systems (e.g., Fusion Master Active Report and SNow User Profile Report).
- Manage the ownership and configuration of various ServiceNow assets, including Knowledge Management components such as User Criteria and HR Criteria setup, assignment groups, and key dashboards for HR Operations and Knowledge Management.
- This includes ensuring proper access control, content visibility, and alignment with organizational workflows and reporting needs.o Creation and maintenance of system-related knowledge articleso Maintain historical files such as HR Taxonomy, List of HR Services, List of Users with cross country access etc.
Development & Implementation:
- Develop new functionalities for HR Operations to improve efficiency and user experience.
- Facilitate the rollout of new functionalities for HR, ensuring a smooth transition for users.
- Participate in regular ServiceNow development grooming calls to represent HR and discuss new stories.
- Assist with UAT and production validation for ongoing projects, such as the Onboarding, Lifecycle Events, and Offboarding projects within HRSD.
Reporting & Analytics:
- Create and distribute monthly reports, including the Monthly Content Hits Report and the Monthly HR Knowledge Base (KB) Feedback Report, to inform the Knowledge Management team of key metrics.
- Analyze and present data from the QnA Log to identify trends and areas for improvement.
- Update progress on various metrics for projects.
Stakeholder Collaboration & Communication:
- Attend and represent the team in various meetings, including the HRSD Monthly check-in, Knowledge Management Forum, and myHelp Governance Board.
- Act as a point of contact for the GPC team regarding requests for ServiceNow checklists and HR case usage.
- Communicate with stakeholders including employees, HR agents, and senior leadership regarding the status of issues and projects. For example, keep the Knowledge Management team updated on the status of Hi-Tickets or problem tickets related to reporting functionalities.
About You:
Required Skills & Qualifications
- Proven 5-years' experience as a ServiceNow Administrator, with specific experience in HR Service Delivery (HRSD) highly preferred.
- Strong understanding of ServiceNow modules, functionalities, and best practices.
- Experience with UAT and quality assurance processes.
- Proficiency in creating reports, dashboards, and analyzing data to provide actionable insights.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with technical and non-technical stakeholders.
- Strong problem-solving skills and a proactive approach to identifying and resolving issues.
- Ability to manage multiple tasks and projects simultaneously in a fast-paced environment.
- Knowledge and experience in implementing and optimizing AI Summary functionality for Knowledge Articles.
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Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [email protected].
Job: Infrastructure and Cloud Operations
Job Family: TECHNOLOGY
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