Specialist, Service Management

Summary

Pearson Virtual Schools is seeking an analytical and detail-oriented Business Analyst to support business and product decisions through data analysis, process evaluation, and stakeholder collaboration. The role focuses on discovery, requirements management, governance support, data analysis, cross-functional collaboration, solution validation, and continuous improvement.

Responsibilities

• Participate in discovery efforts to understand business problems, user needs, operational challenges, and strategic opportunities
• Conduct stakeholder interviews, process reviews, and requirements gathering sessions with support from senior team members when appropriate
• Analyze business processes and identify opportunities for optimization, simplification, automation, and improved efficiency
• Document current-state and future-state business processes using structured analysis techniques
• Develop and maintain business requirements, process flows, user stories, use cases, and acceptance criteria
• Translate business needs into clear and actionable documentation for product, engineering, and operational teams
• Support stakeholder alignment by facilitating discussions and documenting decisions
• Ensure requirements support defined business objectives and success measures
• Participate in service intake reviews to identify potential business, compliance, and governance impacts
• Prepare documentation and items for governance review, ensuring accuracy, completeness, and alignment with established processes
• Partner with Compliance, Product, Operations, and Data teams to support appropriate review, decision-making, and implementation
• Track decisions, risks, and follow-up actions related to governance items
• Serve as an SME on enrollment matters to support PVS teams in the areas of renewals, RFP’s, SOA, and Charter Applications
• Analyze operational, product, customer, and business data to identify trends, risks, opportunities, and root causes
• Develop insights and recommendations that support prioritization and business decision-making
• Assist with defining and tracking key performance indicators (KPIs) and success metrics
• Create reports, dashboards, and presentations that effectively communicate findings
• Partner closely with Product Management, Engineering, Operations, Customer Success, Data & Analytics, Compliance, and School Leadership teams
• Participate in workshops and cross-functional working sessions to gather information and support decision-making
• Build productive working relationships with stakeholders across the organization
• Actively manage dependencies, risks, assumptions, and business impacts throughout the initiative lifecycle
• Support testing, validation, and implementation activities to ensure business requirements are met
• Analyze post-launch results and recommend improvements based on outcomes and stakeholder feedback
• Identify opportunities to leverage AI, automation, and analytics capabilities to improve user experience and operational effectiveness
• Contribute to a culture of continuous improvement initiatives through data-driven recommendations

Skills

• Bachelor's degree in Business, Information Systems, Analytics, Education, Technology, or related field
• 2-4 years of experience in Business Analysis,  Operations Analysis, Process Improvement, Product Support or a related role
• Demonstrated experience gathering and documenting business and functional requirements
• Strong analytical and problem-solving skills
• Experience collaborating with cross-functional stakeholders
• Experience using Salesforce or similar enterprise applications
• Excellent written, verbal, and presentation communication skills
• Experience working in education, virtual schools, edtech, or digital product environments
• Experience supporting product development, operational transformation, or enterprise systems initiatives
• Familiarity with process improvement methodologies such as Lean, Six Sigma, Design Thinking, or Agile
• Experience creating dashboards and reporting solutions using Salesforce or similar tools
• Knowledge of education data systems, student information systems, LMS platforms, or enterprise integrations
• Experience with Jira, Confluence, Microsoft Power Platform, analytics tools, or similar platforms

Qualifications

Must Haves

• Bachelor's degree in Business, Information Systems, Analytics, Education, Technology, or related field
• 2-4 years of experience in Business Analysis,  Operations Analysis, Process Improvement, Product Support or a related role
• Demonstrated experience gathering and documenting business and functional requirements
• Strong analytical and problem-solving skills
• Experience collaborating with cross-functional stakeholders
• Experience using Salesforce or similar enterprise applications
• Excellent written, verbal, and presentation communication skills

Nice to Haves

• Experience working in education, virtual schools, edtech, or digital product environments
• Experience supporting product development, operational transformation, or enterprise systems initiatives
• Familiarity with process improvement methodologies such as Lean, Six Sigma, Design Thinking, or Agile
• Experience creating dashboards and reporting solutions using Salesforce or similar tools
• Knowledge of education data systems, student information systems, LMS platforms, or enterprise integrations
• Experience with Jira, Confluence, Microsoft Power Platform, analytics tools, or similar platforms

Benefits

• This position is eligible for Pearson’s annual incentive program.
• Remote work arrangement