Pearson
Technology Solutions
🇺🇸
Hybrid - Durham, NC
🕑
Full-Time
💰
TBD
💻
Finance
🗓️
March 9th, 2026
CRM
Kanban
Salesforce
Edtech.com's Summary
Pearson is hiring a Technology Solutions Service Owner to act as the liaison between US business stakeholders and a global Salesforce engineering team. This role manages backlog and ticketing in tools like Azure DevOps, Jira, and ServiceNow, facilitates Agile ceremonies, translates business needs into clear user stories, and ensures smooth communication and delivery across teams.
Highlights
- Manage backlog and ticket lifecycle in Azure DevOps (ADO), Jira, and ServiceNow with adherence to SLAs.
- Maintain ticket hygiene and provide a single source of truth for work status across US and India teams.
- Collaborate with business stakeholders in Sales, Operations, Marketing, and Product to gather and validate requirements.
- Develop detailed Agile user stories with testable acceptance criteria for the engineering team.
- Facilitate Agile ceremonies including backlog refinement, sprint planning, daily standups, and retrospectives.
- Serve as the primary communication bridge between regions, producing documentation and updates.
- Build strong relationships with stakeholders across product, engineering, sales, and operations with regular sprint summaries.
- Identify and proactively address blockers and dependencies impacting delivery timelines.
- Requires hands-on Salesforce CRM experience in analyst, admin, or product owner roles.
- Proficiency in Agile methodologies, work management tools (ADO, Jira, ServiceNow), cross-timezone collaboration, and effective stakeholder communication.
Technology Solutions Full Description
We are seeking a Salesforce Business Analyst that will serve as the connective tissue between our US business stakeholders and a globally distributed Salesforce engineering team. This role will be the first line of communication for business stakeholders, and the last checkpoint before work reaches the engineering team. The ideal candidate is an organized, process-driven communicator with Salesforce knowledge and the instincts of a delivery-focused Agile practitioner.
What you will do
- Own backlog and ticket management across Azure DevOps (ADO), Jira, and ServiceNow — ensuring all tickets are created, prioritized, updated, and closed with accuracy and within defined SLAs.
- Enforce ticket hygiene standards and maintain a single source of truth for work status accessible to both US and IST team members.
- Partner with US business stakeholders across Sales, Operations, Marketing, and Product to elicit, document, and validate requirements.
- Translate business needs into well-structured, acceptance-criteria-rich user stories that the engineering team can execute without ambiguity.
- Facilitate Agile ceremonies, including backlog refinement, sprint planning, standups, and retrospectives, in a way that maximizes team focus.
- Serve as the primary communication bridge; producing documentation, standup summaries, and handoff notes that keep both regions aligned.
- Build strong relationships with stakeholders across product, engineering, sales, and operations, providing regular sprint summaries and roadmap visibility.
- Proactively surface blockers and dependencies before they impact delivery timelines
Required Qualifications:
- Salesforce platform experience : hands-on background with Salesforce CRM in an analyst, admin, or product owner capacity.
- Agile delivery : demonstrated experience facilitating sprint ceremonies and working within scrum or kanban frameworks.
- Work management tools : proficiency managing backlogs and tickets in Azure DevOps (ADO), Jira, and/or ServiceNow.
- User story development : proven ability to write high-quality Agile user stories with clear, testable acceptance criteria.
- Cross-timezonecollaboration : experience working effectively with globally distributed teams, particularly US/India models.
- Stakeholder communication : strong written and verbal skills with the ability to tailor messaging to technical and non-technical audiences.
- Process design : ability to document and standardize workflows that scale across time zones and team structures.
Nice to Have
- Salesforce Administrator or Business Analyst certification (ADM-201, SFBA, or equivalent).
- Scrum Master certification (CSM or PSM).
- Familiarity with Salesforce integrations.
- Experience with AI or automation tools applied to workflow improvement.
How you'll work
You'll partner with business stakeholders and Salesforce engineers to keep delivery moving smoothly. Expect a mix of requirements gathering, story writing, ceremony facilitation, ticket management, and stakeholder communication. Success in this role means the engineering team never waits on a story, the backlog is always current, and business partners feel informed and heard.
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 TalentExperienceGlobalTeam@grp.pearson.com.
Job: Service Owner
Job Family: TECHNOLOGY
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