Specialist, Service Management

Specialist Service Management (IC20) 

Role Overview 

Pearson Virtual Schools (PVS) is seeking an analytical and detail-oriented Business Analyst to support business and product decisions through data analysis, process evaluation, and stakeholder collaboration. This role serves as a key partner between business stakeholders, Product Management, School Operations, Technology, and Engineering teams. 

The Business Analyst contributes to discovery activities, research, business process analysis, requirements documentation, and solution validation efforts supporting students, families, educators, and school operations. The ideal candidate combines strong analytical skills with curiosity, systems thinking, problem-solving abilities, and a desire to build expertise in business analysis practices. 

Success in this role requires effective collaboration, ability to work effectively within defined objectives and evolving priorities, attention to detail, and the ability to translate business needs into actionable recommendations and requirements that are aligned to business objectives. This role helps identify opportunities to improve processes, enhance user experiences, and support scalable solutions aligned with organizational priorities. 

What You'll Do 

Business Analysis & Discovery 

• 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. 

Requirements Management 

• 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. 

Compliance Support, Application Governance & Data Governance 

• 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 the areas of renewals, RFP’s, SOA, and Charter Applications. 

Data Analysis & Insights 

• 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 key performance indicators (KPIs) and success metrics. 
• Create reports, dashboards, and presentations that effectively communicate findings. 

Cross-Functional Collaboration 

• 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. 

Solution Validation & Continuous Improvement 

• 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. 

What We're Looking For 

Required 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. 

Preferred Qualifications 

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