Senior ServiceNow Analyst

As a Senior Cross-Functional ServiceNow Analyst, you will play a pivotal role in ensuring the smooth operation and continuous improvement of the ServiceNow platform within our organization. This position requires a versatile skill set encompassing platform administration, development, integration, business analysis, and stakeholder collaboration. You will work closely with various business units to gather requirements, configure the platform, develop solutions, and provide ongoing support. Additionally, you will be involved in data management, reporting, and performance analytics to drive informed decision-making and enhance platform effectiveness.

Responsibilities include but are not limited to:

• Provide level 2 support for all products, applications, & processes on the ServiceNow platform. 
• Participate in the agile development process for the ServiceNow platform. Implement minor enhancements and defect fixes to improve platform functionality.
• Create reports, metrics, and dashboards using ServiceNow Performance Analytics and other reporting tools. Generate insights from platform data to monitor performance, identify trends, and drive continuous improvement initiatives.
• Perform general platform administration tasks, including configuration management database (CMDB) maintenance, user access management, and system configurations. Ensure adherence to best practices and governance standards in platform administration.
• Monitor and support data imports and integrations between ServiceNow and other systems.
• Monitor essential data quality metrics within the ServiceNow platform and escalate issues as needed. Collaborate with stakeholders to identify data quality improvement opportunities and implement corrective actions.
• Assist in semi-annual platform upgrades and quarterly patching activities. Collaborate with the upgrade team to plan, test, and execute platform upgrades while minimizing disruption to business operations.

Minimum requirements:

• Minimum 2 years of Admin experience on the ServiceNow Platform 
• Current ServiceNow Certified System Administrator required.
• Familiarity with working in an Agile environment 
• Experience with Performance Analytics preferred
• ITIL v4 Foundations certified preferred

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 also 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 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 creating a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. All employment is decided 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.

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.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: