Technical Support Analyst (Mill Valley, CA)

Technical Support Analyst (Mill Valley, CA)

Job ID: 2013-19148
# of Positions: 1
Posted Date: 7/23/2013
Job Location: US-CA-Mill Valley
Position Type: Term of Project - Full Time
Category: Information Technology

Overview

Pearson has one defining goal: to help people progress in their lives through learning. We champion innovation and we invest in models for education that deliver on our promise for effective, accessible, and personal learning from early literacy, college and career readiness to professional education, through data informed instruction and inventive applications for mobile and digital learning. Pearson, the world's leading learning company, has global-reach and market leading businesses in education, business, and consumer publishing and is listed on the London and New York stock exchanges (UK: PSON; NYSE: PSO). Pearson is an Equal Opportunity and Affirmative Action Employer, and a member of E-Verify. All qualified applicants, including minorities, women, veterans, and people with disabilities are encouraged to apply.

Pearson is an international media company with market-leading businesses in education, business information and consumer publishing. Pearson's education business represents about two-thirds of the company, and Penguin publishing and the Financial Times make up the balance. With more than 30,000 employees based in 60 countries, we are a family of businesses that draws on common assets, processes and shares a common purpose: to help our customers live and learn

The Technical Support Analyst works in Pearson Education's Content Management Services Group and works closely with business/functional owners and users, applications development personnel, and desktop support personnel to resolve service issues. The Technical Support Analyst has responsibility for monitoring and ensuring compliance with established Service Level Objectives and Agreements.

Responsibilities

Work closely and interactively with the business as a point of contact for the operational aspects of production technical needs as they relate to supported content management applications.
' Identifies, troubleshoots and resolves operational problems within area of focus. Identifies and suggests improvements.
' Work closely with production development personnel, working effectively in multiple production environments (onsite, outsource, offshore), particularly regarding escalation of issues.
' Develop documentation and procedures, as required.
' Participate in developing and completing system testing, training, and implementation-related activities.
' Coordinate operations and project activities and schedules with business/functional personnel in support of service delivery/project objectives.
' Use and advocate established standards, guidelines and tools.
' Maintain relationships with vendors, consultants or contractors, and professional organizations to grow organizational knowledge of processes, software, and systems. Production, applications, technology, offshore

#LI-KS

Qualifications

Two (2) to Four (4) years related experience in technology problem resolution, working in a support role.
Knowledge and experience with the business/application function he/she will represent is highly desirable.
Bachelors Degree - Computer Science, Business Administration or equivalent experience.

Technical:
' Has a strong knowledge of Mac OS X and Windows operating systems.

' Has an understanding of core application functionality for the Adobe Creative Suite, Microsoft Office, and other production applications. Knowledge of content management applications such as Documentum is highly desired.
' Maintains awareness of emerging technology in area of focus.
' Ability to work effectively in teams is required. Includes instances where team membership spans multiple business units, locations or countries, and/or utilizes 3rd-party (offshore) resources.
' Must be systems-oriented, enjoy working with new tools and be a self-motivated learner.