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Service Management Specialist
Pearson VUE. Manage and resolve service tickets and operational issues, investigating root causes and coordinating appropriate technical support .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Service Management, focusing on Incident, Problem, Change, and Request Management processes while ensuring service reliability and performance. Proficient in using ITSM tools like ServiceNow to analyze service data and improve operational efficiency.
Highest-signal resume keywords
IT Service ManagementIncident ManagementServiceNowITIL CertificationService Performance Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service DeliveryTechnical SupportOperational DocumentationService ReportingRoot Cause AnalysisChange ManagementProblem ManagementService MonitoringData ProtectionGovernance Requirements
Soft Skills
Strong CommunicationStakeholder ManagementOrganizational SkillsAttention to DetailCollaborative Problem-Solving
Tools & Technologies
ITSM ToolsServiceNowObservability ToolsAI ToolsAutomation Tools
Certifications & Qualifications
ITIL Certification
Industry Keywords
Operational RiskService Management FrameworksSupplier Performance ManagementRegulated EnvironmentService Level Agreements
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Manage and resolve service tickets and operational issues, investigating root causes and coordinating appropriate technical support
- Monitor the performance and reliability of applications and infrastructure, ensuring services meet agreed service levels
- Support Incident, Problem, Change, Request and Major Incident Management processes, including coordinating activities during significant service disruptions
- Build relationships with technical teams, suppliers and business stakeholders to understand service requirements, priorities and dependencies
- Identify recurring service issues and recommend practical improvements to strengthen reliability and reduce incidents
- Support onboarding and transition of new or updated technology services, ensuring documentation, support arrangements and service acceptance criteria are in place
- Produce and maintain service reports and dashboards tracking availability, uptime, SLAs, SLOs and incident trends
- Support improvements to monitoring and observability capabilities
- Contribute to supplier performance reviews
- Maintain service documentation, knowledge articles and operational procedures for service management and audit readiness
- Apply information security, data protection and governance requirements when managing operational risks and service information
- Explore AI, automation and analytical tools to improve service management efficiency and decision-making
- Share knowledge and best practices across the wider Service Management function
Requirements
What you’ll need- Experience working in IT Service Management, Service Delivery, Application Support or Technical Support
- Practical experience investigating and resolving technical or operational service issues
- Good understanding of ITIL practices and service management frameworks
- Experience using IT Service Management (ITSM) tools
- Knowledge of Incident, Problem, Change and Request Management processes
- Ability to analyse service performance data, identify trends and recommend improvements
- Experience creating or maintaining operational documentation, reports, dashboards or knowledge articles
- Strong communication and stakeholder management skills, with the ability to work effectively across technical and non-technical teams
- Excellent organisational skills, attention to detail and the ability to manage multiple priorities
- A proactive, collaborative and solutions-focused approach to problem-solving
- Awareness of information security, operational risk and governance requirements
- Experience using ServiceNow or similar ITSM platforms
- ITIL certification, although equivalent practical experience will also be considered
- Experience supporting technology services within a regulated or complex operational environment
- Exposure to service monitoring, observability tools or supplier performance management
- Interest in using AI and automation to improve service management processes
Benefits
Comp & perks- Hybrid working model in line with Pearson's current company policy
- Occasional travel to other UK offices may be required
- Some out-of-hours support during agreed business-critical periods
- Collaborative environment
- Continuous improvement, innovation and professional development are encouraged