Pearson Jobs

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Job Information

Pearson Senior Business Analyst-Customer Success in Colombo, Sri Lanka

Job Overview: We are seeking a highly motivated and skilled Business Analyst (Product Management Analyst) to join our team. The ideal candidate will be responsible for managing and escalating issues related to our educational software applications, ensuring a high level of user satisfaction and product performance.

Key Responsibilities:

  • Manage the escalation process for software application issues, ensuring timely resolution and communication.

  • Perform initial product triage of incidents, analyzing them to understand the issue, scope, and impact.

  • Work closely with cross-functional teams to add information and use processes that allow for efficient incident management.

  • Assist in the development and implementation of strategies to improve product performance and user experience.

  • Collaborate with technical and non-technical stakeholders to gather requirements and feedback.

  • Conduct regular product performance reviews and propose enhancements.

  • Stay abreast of industry trends and competitive landscape to inform product strategy.

Value Proposition of the role - When Product Response are engaged -

  • Product / Eng teams spend less time trying to review customer issues, and more time on new feature development in pursuit of acquiring new business.

  • Customers use our products more successfully: for complex issues Product Response help guide Cust Tech Support how to resolve a customer contact. While this is likely issue resolution this can include explaining to new or underutilized application features, and strengthening usage.

  • Customer data helps guide Product team priorities - Product Response tracks customer issues helping identify points of friction and giving Product teams data to inform where they need to focus their efforts on feature development.

Domain areas

  • Managing escalation of issues for HE MyLab and Mastering learning applications.

  • Managing escalation of issues for HE LMS Integrations using Pearson LMS integration services

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All 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 strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

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 ppsmhr@pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: PRODUCT MANAGEMENT

Organization: Higher Education

Schedule: FULL_TIME

Req ID: 14007

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