Advanced Specialist, Service Management

Job Title:
Advanced Specialist, Service Management

We are seeking a highly motivated Systems Analyst with a strong Service Management background to drive operational excellence across Device and software lifecycle services, supplier governance, and procurement processes.

This role sits at the intersection of IT service delivery, financial governance, and supplier performance management. You will play a critical role in standardizing service processes, improving user experience, optimizing procurement workflows, and ensuring effective service delivery through strong vendor partnerships.

If you are process-driven, analytically strong, and passionate about improving service operations at scale, this is an opportunity to make meaningful impact.

• Optimize end-to-end service processes related to hardware procurement, accessories, and device and Software lifecycle services.
• Define, document, and enhance workflows aligned to ITIL service management practices.
• Identify automation and efficiency opportunities within Service Now and related systems.
• Establish and monitor SLAs, KPIs, and service performance metrics.
• Drive service standardization across regions and suppliers.

• Manage and continuously improve the hardware and accessories catalogue within Service Now.
• Eliminate redundant, obsolete, or duplicate items to improve user experience and ordering accuracy.
• Coordinate product lifecycle updates, pricing changes, and supplier transitions.
• Conduct regular catalogue audits to ensure pricing accuracy and service alignment.
• Lead onboarding of suppliers across regions and ensure adherence to service standards.

• Manage Purchase Order lifecycle processes and governance.
• Train internal stakeholders on procurement systems (Iproc, Markview) and associated processes.
• Investigate and resolve invoice discrepancies in partnership with Finance and suppliers.
• Identify and implement improvements to streamline procurement workflows.
• Ensure financial compliance and transparency across service operations.

• Serve as the primary service contact for accessories suppliers.
• Monitor vendor performance and conduct regular service reviews.
• Resolve supplier payment and operational issues.
• Analyze weekly operational reports to identify trends, risks, and improvement opportunities.
• Drive continuous improvement initiatives with vendor partners.

• Partner with Field Services to standardize device return and reclaim processes.
• Document and optimize reclaim workflows.
• Provide reporting and insights using Power BI and Service Now.
• Identify automation opportunities to improve reclaim efficiency and visibility.

• 5+ years in IT Service Management, Service Operations, or Systems Analysis roles.
• Strong experience with Service Now (catalogue management, workflows, reporting).
• Experience managing procurement processes and financial governance in IT environments.
• Demonstrated supplier and vendor management experience.
• Experience with reporting tools such as Power BI.

• Strong process design and documentation capability.
• Analytical mindset with ability to translate data into actionable improvements.
• Excellent stakeholder engagement and communication skills.
• Strong organizational and governance focus.
• Continuous improvement mindset with automation orientation.

• Opportunity to shape and mature service management practices.
• High visibility role with cross-functional collaboration.
• Impactful position influencing financial governance and service performance.
• Collaborative team environment focused on operational excellence.

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more:
We are Pearson.

Pearson is an Equal Opportunity Employer and a member of E-Verify.…