Specialist, Service Management

Job Description – In this role, you will be responsible for the configuration, administration, and support of our ServiceNow platform, with a specific focus on our HR Service Delivery (HRSD) module. This role aligns with industry titles such as ServiceNow Engineer, ServiceNow Configuration Administrator, ServiceNow HRSD Administrator, or HR Systems Administrator (ServiceNow).

The Role

We are seeking a highly motivated and detail-oriented ServiceNow Configuration Administrator to join our team. This role centers on configuring and building out platform functionality — forms, workflows, business rules, and Knowledge Management components — alongside collaboration with various business stakeholders to ensure the platform effectively supports our HR operations.

Key Responsibilities

System Configuration & Administration

• Configure forms, fields, business rules, UI policies, and workflows within HRSD applications to support evolving business requirements.



• Facilitate and execute User Acceptance Testing (UAT) and Production Validation for biannual ServiceNow version updates.



• Perform testing of newly deployed functionalities to ensure they meet business requirements and are free of defects.



• Configure and implement solutions to address issues and enhancement requests raised by HR Operations in a timely manner.



• Coordinate with external teams to implement fixes and new features, such as working with the Service Management Platform team on Automated Test Frameworks (ATF) to reduce manual testing.



• Configure data alignment for key company lists, such as the VIP list, by comparing data from different systems (e.g., Fusion Master Active Report and SNow User Profile Report).



• Configure and manage ownership of various ServiceNow assets, including Knowledge Management components such as User Criteria and HR Criteria setup, assignment groups, and key dashboards for HR Operations and Knowledge Management.



• Configure access control, content visibility, and workflow alignment to meet organizational and reporting needs, including:



• Configuration and creation of system-related knowledge articles.



• Structuring historical data records such as HR Taxonomy, List of HR Services, and List of Users with cross-country access, etc.

Development & Implementation

• Configure and develop new functionalities for HR Operations to improve efficiency and user experience.



• Facilitate the rollout of newly configured functionalities for HR, ensuring a smooth transition for users.



• Participate in regular ServiceNow development grooming calls to represent HR and discuss new stories.



• Assist with UAT and production validation for ongoing configuration projects, such as the Onboarding, Lifecycle Events, and Offboarding projects within HRSD.

Reporting & Analytics

• Create and distribute monthly reports, including the Monthly Content Hits Report and the Monthly HR Knowledge Base (KB) Feedback Report, to inform the Knowledge Management team of key metrics.



• Analyze and present data from the QnA Log to identify trends and areas for improvement.



• Update progress on various metrics for projects.

Stakeholder Collaboration & Communication

• Attend and represent the team in various meetings, including the HRSD Monthly check-in, Knowledge Management Forum, and myHelp Governance Board.



• Act as a point of contact for the GPC team regarding requests for ServiceNow checklists and HR case usage.



• Communicate with stakeholders, including employees, HR agents, and senior leadership, regarding the status of issues and projects. For example, keep the Knowledge Management team updated on the status of Hi-Tickets or problem tickets related to reporting functionalities.

About You

Required Skills & Qualifications

• Proven 5+ years of experience in ServiceNow configuration and administration, with specific experience in HR Service Delivery (HRSD) highly preferred.



• Strong hands-on configuration experience across ServiceNow modules — forms, workflows, business rules, and UI policies — along with knowledge of platform best practices.



• Experience with UAT and quality assurance processes.



• Proficiency in creating reports and dashboards, and in analyzing data to provide actionable insights.



• Excellent communication and interpersonal skills, with the ability to collaborate effectively with technical and non-technical stakeholders.



• Strong business acumen with the ability to lead non-technical business conversations, and to coach stakeholders through requirements gathering.



• Strong problem-solving skills and a proactive approach to identifying and resolving issues.



• Ability to manage multiple tasks and projects simultaneously in a fast-paced environment.



• Knowledge and experience in implementing and optimizing AI Summary functionality for Knowledge Articles.

Who we are:

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. Employment decisions are based on qualifications, merit and business need. 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 actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

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 [Confidential Information].

Job: Infrastructure and Cloud Operations

Job Family: TECHNOLOGY

Organization: Corporate Human Resources

Schedule: FULL_TIME

Workplace Type: Remote

Req ID: 22389