Service Management Specialist

Pearson VUE

. Participate in discovery efforts to understand business problems, user needs, operational challenges, and strategic opportunities .

Posted 9/29/2026full-timeRemote • Maryland • United StatesJuniorMid-Level💰 $60,000 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Business Analysis, Process Improvement, and stakeholder collaboration, with a strong focus on data-driven decision-making and operational efficiency. Proficient in developing business requirements, process flows, and utilizing analytics tools to drive insights and recommendations.

Highest-signal resume keywords

Business AnalysisProcess ImprovementStakeholder CollaborationSalesforce ExperienceData Analysis

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Business Requirements GatheringProcess Flow DocumentationKPI TrackingData AnalysisOperational Analysis

Soft Skills

Analytical SkillsProblem-Solving SkillsCommunication Skills

Tools & Technologies

SalesforceJiraConfluenceMicrosoft Power PlatformAnalytics Tools

Industry Keywords

EducationEdtechDigital ProductLeanSix Sigma

About the role

Key responsibilities & impact

Participate in discovery efforts to understand business problems, user needs, operational challenges, and strategic opportunities
Conduct stakeholder interviews, process reviews, and requirements-gathering sessions
Analyze business processes and identify opportunities for optimization, simplification, automation, and improved efficiency
Document current-state and future-state business processes
Develop and maintain business requirements, process flows, user stories, use cases, and acceptance criteria
Translate business needs into documentation for product, engineering, and operational teams
Facilitate stakeholder discussions and document decisions
Participate in service intake reviews and support compliance, application governance, and data governance
Prepare governance review documentation and track decisions, risks, and follow-up actions
Serve as an SME on enrollment matters, including renewals, RFPs, SOA, and Charter Applications
Analyze operational, product, customer, and business data to identify trends, risks, opportunities, and root causes
Develop insights and recommendations for prioritization and business decision-making
Assist with defining and tracking KPIs and success metrics
Create reports, dashboards, and presentations communicating findings
Partner with Product Management, Engineering, Operations, Customer Success, Data & Analytics, Compliance, and School Leadership teams
Manage dependencies, risks, assumptions, and business impacts throughout the initiative lifecycle
Support testing, validation, and implementation activities
Analyze post-launch results and recommend improvements
Identify opportunities to leverage AI, automation, and analytics capabilities
Contribute to continuous improvement initiatives through data-driven recommendations

Requirements

What you’ll need

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

Benefits

Comp & perks

Eligible for Pearson’s annual incentive program
Benefits information is provided via the referenced benefits page