Remote Service Management Analyst

Pearson; Northern (KY); Hybrid; USD 60,000 - 75,000; Full time

Job summary

Pearson Virtual Schools (PVS) is seeking a Business Analyst to support data-driven decisions through analysis, process evaluation, and stakeholder collaboration. You will partner with Product Management, School Operations, Technology, and Engineering to translate business needs into actionable requirements and improvements.

The role emphasizes discovery, governance, data analytics, and continuous improvement to optimize student outcomes, operations, and experiences across the organization.

Qualifications

• 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.

Responsibilities

• Participate in discovery efforts to understand business problems, user needs, operational challenges, and strategic opportunities.
• Conduct stakeholder interviews, process reviews, and requirements gathering sessions with support from senior team members when appropriate.
• Analyze business processes and identify opportunities for optimization, simplification, automation, and improved efficiency.
• Document current-state and future-state business processes using structured analysis techniques.
• Develop and maintain business requirements, process flows, user stories, use cases, and acceptance criteria.
• Translate business needs into clear and actionable documentation for product, engineering, and operational teams.
• Support stakeholder alignment by facilitating discussions and documenting decisions.
• Ensure requirements support defined business objectives and success measures.
• Participate in service intake reviews to identify potential business, compliance, and governance impacts.
• Prepare documentation and items for governance review, ensuring accuracy, completeness, and alignment with established processes.
• Partner with Compliance, Product, Operations, and Data teams to support appropriate review, decision-making, and implementation.
• Track decisions, risks, and follow-up actions related to governance items.
• Serve as an SME on enrollment matters to support PVS teams in 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 that support prioritization and business decision-making.
• Assist with defining and tracking KPIs and success metrics.
• Create reports, dashboards, and presentations that effectively communicate findings.
• Partner closely with Product Management, Engineering, Operations, Customer Success, Data & Analytics, Compliance, and School Leadership teams.
• Participate in workshops and cross-functional working sessions to gather information and support decision-making.
• Build productive working relationships with stakeholders across the organization.
• Actively manage dependencies, risks, assumptions, and business impacts throughout the initiative lifecycle.
• Support testing, validation, and implementation activities to ensure business requirements are met.
• Analyze post-launch results and recommend improvements based on outcomes and stakeholder feedback.
• Identify opportunities to leverage AI, automation, and analytics capabilities to improve user experience and operational effectiveness.
• Contribute to a culture of continuous improvement initiatives through data-driven recommendations.

Skills

Analytical thinking

Communication

Stakeholder collaboration

Data analysis

Requirements gathering

Problem solving

Education

Bachelor's degree in Business, Information Systems, Analytics, Education, Technology, or related field

Tools

Salesforce

Jira

Confluence

Microsoft Power Platform

Job description

Pearson Virtual Schools (PVS) is seeking a Business Analyst to support data-driven decisions through analysis, process evaluation, and stakeholder collaboration. You will partner with Product Management, School Operations, Technology, and Engineering to translate business needs into actionable requirements and improvements.

The role emphasizes discovery, governance, data analytics, and continuous improvement to optimize student outcomes, operations, and experiences across the organization.