About PEARSON

Pearson is the world’s leading learning company, with 40,000 employees in more than 80 countries working to help people of all ages to make measurable progress in their lives through learning. With revenues over €5.2 billion in 2013 we provide learning materials, technologies, assessments and services to teachers and students in order to help people everywhere aim higher and fulfill their true potential. We put the learner at the center of everything we do.

We at Pearson Lanka, a core part of Pearson's global Learning Technologies team. We build and manage some of the industry leading cloud based learning platforms that serve millions of students across the world. Over the years, we have built a strong Agile Development team, and we are now looking to expand aggressively over the next 12 months.  The industry leading cloud-based technology platforms of Pearson help educate more than 30 million students across the globe.

The 360+ strong engineering team based out of the Colombo office works dedicatedly to service Pearson technology companies located in North America and Australia.

At Pearson, we aim to be the best company to work for in the world. It is part of our philosophy to provide benefits, profit share plans, development opportunities and a culture that beats anywhere else. If you are 'always learning', and have a passion for technology and creativity, send in your resume and join our exciting engineering culture.

ITSM Operations Support Engineer

Job Purpose

• Supporting and development of Pearson’s ITSM (ServiceNow) environment as part of the ServiceNow Operations team. A strong focus on keeping to and enforcing standard processes whilst delivering quality customer service.

Key Responsibilities and Measures

• Supporting the various Pearson business units by resolving incidents, changes, problems and requests raised for ServiceNow and associated customized products.
• Enhancing the environment by working together with the wider development team working in agile methodology. 
• Day to day support for existing features and functionality
• Manage operational escalations to ServiceNow via the HI customer portal.
• Key part of the team to provide platform wide activities such as regular version upgrades and cloning.
• Proactive monitoring to improve system performance.
• Proactive knowledge gain of new the features and modules in ServiceNow.

Outcomes

• Incidents, changes, requests and problems resolved in a timely manner.
• Stable ServiceNow environment
• Successful enhancements deployed to the production environment.
• KPI reporting.

Requirements & Qualifications

1. Essential skills, qualifications and experience

• One year experience with ITSM tools administration (Preferably ServiceNow), ITIL & general ITSM knowledge

2.  Desirable skills, qualifications and experience

• Degree in Computer Science or related field preferred
• ITIL Foundation v3
• Experience with JavaScript and XML
• Strong organizational skills, attention to detail and the ability to handle multiple projects simultaneously while meeting deadlines.

3.  Key Attributes

• Always Learning
• Customer Focused
• Flexible Approach
• Strong analytical & problem solving abilities
• A team player
• Ability to consistently meet deadlines
• Respected and trusted by peers
• Proactive and ability to work on own initiative

 

Please submit your CV using the following link http://pearsonlankavacancies.peopleshr.com/