Pearson

The Incident Response Analyst is a position of focus and thought leadership within Pearson and will require quality decision making skills as well as experience working in global enterprise environments.. 3 years of experience working in ITIL environment, such as IT Service Desk operations. 2 years of experience with two of the following IT areas: Incident or Problem Management, IT Service Desk, IT Network Operations, Active Directory, MS Exchange, Data Center Operations, Cloud Computing, or Security Operations. Experience with Confluence, Jira, Sharepoint, Microsoft Teams. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work.

incident response

Summary The Service Delivery & Response team is responsible for supporting delivery and responding to issues for our customers while providing a culture of collaboration, blamelessness and responsiveness. The Incident Response Analyst is a position of focus and thought leadership within Pearson and will require quality decision making skills as well as experience working in global enterprise environments. The Incident Response Analyst must be an exceptional collaborator, have a strong attention to detail, and be a passionate voice for the experience of our customers (both internally and externally). In this role you will play a pivotal role of coordinating multi-functional groups to prioritize issues and changes, identify root causes of issues, remediate any customer facing incidents as well as any actions identified during post incident reviews. Location: Raleigh/Durham, NC - Hybrid position working 4 days in office, 1 day remote Responsibilities <ul><li>Work in a 24x7x365 environment</li><li>Incident initiation, management of bridge calls, communications, and escalations</li><li>Manage critical priority incident activities, monitoring and driving critical incidents to closure.</li><li>Provide detailed and timely information about incidents</li><li>Change tracking and communication</li><li>Coordination with the Problem Management Team and Change Management Team</li><li>Information gathering with application, Level 2 support, engineering teams and other relevant stakeholders on outages and service degrades</li><li>Assess the impact and sensitivity of the outage situation</li><li>Work with Leadership to recommend program improvements or adjustments to processes to improve deliverables</li><li>Distribute reports, participate in meetings, and share metrics results</li><li>Support training and knowledge sharing efforts</li><li>Provide group facilitation, training, and additional forms of knowledge transfer</li><li>Apply knowledge of the IT infrastructure interdependencies and impacts of Enterprise incidents and changes to balance priorities while driving incident resolutions</li><li>Exercise judgment within generally defined practices and policies in selecting methods and techniques for resolving incidents</li><li>Facilitate the troubleshooting process among team members</li><li>Enable & support our businesses to deliver products with high quality, at a high velocity, while embracing change</li><li>Create a culture of knowledge sharing including best practices, PIR coaching as well as targeted improvements within DevOps and engineering teams ensuring best practices across engineering teams are aligned</li><li>Assist in providing real-time insights and information to right stakeholders in the right format</li><li>Help to establish and follow well defined processes that continuously evolve to support Pearson and our customers' changing needs </li></ul>Required Skills <ul><li>Associate Degree or equivalent experience</li><li>5 years of experience in IT support or related field</li><li>3 years of experience working in ITIL environment, such as IT Service Desk operations</li><li>2 years of experience with two of the following IT areas: Incident or Problem Management, IT Service Desk, IT Network Operations, Active Directory, MS Exchange, Data Center Operations, Cloud Computing, or Security Operations</li><li>1 year of experience using ServiceNow, PagerDuty and other similar tools</li><li>Experience with Confluence, Jira, Sharepoint, Microsoft Teams</li><li>Knowledge of CI/CD pipelines</li><li>Experience with people-coordination or project management efforts involving more than 10 individuals, including senior management</li><li>Experience documenting incident resolution processes, creating reports, and providing timely status to management</li><li>Demonstrated ability to troubleshoot and resolve moderately complex IT incidents with limited direction</li><li>Demonstrated ability to work in a fast-paced environment, multi-task, and work with team members</li><li>Excellent written and verbal communication skills in both formal and informal formats</li><li>Motivated by change; willingness and ability to drive change; demonstrated success with effective incident response and change management</li><li>Establish collaborative relationships built on trust and commitment and develop relationships at multiple levels within the business and technical teams</li><li>Ability to work flexible hours in a 24/7 support model including participating in an on-call rotation</li><li>Ability to work holiday’s, nights and weekends as needed to support on-call rotations </li></ul>Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State and New York City laws, the pay range for this position is as follows: The minimum full-time salary range is between $90k- $95k. This position is eligible to participate in an annual incentive program, and information on benefits offered is here. Please submit a resume/cover letter that discusses the technologies that you are most proficient in as it relates to this position. 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 TalentExperienceGlobalTeam@grp.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: TECHNOLOGY Organization: Corporate Strategy & Technology Schedule: FULLTIME Workplace Type: Hybrid Req ID: 16508

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