Platform Management Analyst

1 month ago

Durham, United States Pearson Full time

CRM Customer Service Analyst

Job Overview:

The CRM Customer Service Analyst is responsible for optimizing the use of Customer Service platforms within the organization. This includes gathering and analyzing business requirements, collaborating with architecture and engineering to design customer service solutions, supporting QA and UAT testing activities, and providing ongoing business support. The role also involves creating reports, managing data, and working closely with stakeholders to ensure Pearson’s customer service platforms support the company’s overall goals.

Key Responsibilities:

  1. Business Analysis & Requirement Gathering:

o Work closely with business stakeholders, including customer service teams, to gather requirements and understand their needs, challenges and opportunities.

o Translate business requirements into functional specifications, ensuring solutions align with organizational objectives.

o Document user stories, workflows, and process maps to inform solution design, configurations and enhancements.

  1. Platform Configuration:

o Configure and customize CS platforms to meet business needs, including creating custom objects, workflows, validation rules, and automation processes.

o Work with architecture and engineering to implement advanced solutions, ensuring proper integration with other systems.

o Manage user roles, permissions, profiles, and sharing settings to ensure appropriate access and data security.

  1. Data Management & Reporting:

o Oversee data integrity in CS transactional reporting by implementing data quality best practices, including data deduplication, cleansing, and validation.

o Create and maintain CS reports and dashboards to provide actionable insights and support decision-making for various departments.

  1. Training & Support:

o Provide training and support to customer support users across the organization, helping them understand and make the best use of Salesforce features.

o Troubleshoot issues and provide prompt support for platform-related problems, escalating complex issues when needed.

o Develop user guides, documentation, and training materials to improve user proficiency and engagement with CS platforms.

  1. Process Optimization:

o Identify opportunities to optimize business processes through automation, integration, configuration and customization.

o Work with stakeholders to continuously improve and streamline workflows, ensuring the platform supports operational efficiency.

o Conduct regular system audits to ensure optimal performance and compliance with company standards and industry regulations.

  1. Collaboration & Communication:

o Collaborate with Salesforce administrators, developers, and other IT team members to ensure smooth implementation of system changes and enhancements.

o Serve as a liaison between technical teams and non-technical business users, ensuring clear communication of requirements and solutions.

o Stay up to date on Salesforce platform updates and new features, evaluating their potential benefits to the organization.

Key Skills & Qualifications:

  • Education: Bachelor’s degree in Business, Information Technology, Computer Science, or related field. Salesforce certifications (e.g., Salesforce Certified Administrator, Salesforce Certified Business Analyst) are preferred.

  • Experience:

o Knowledge of Customer Service and call center applications

o Hands-on experience with Salesforce or other CRM solutions.

o Experience in business analysis, translating business needs into system requirements.

  • Analytical Skills:

o Excellent analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.

o Strong attention to detail and commitment to data accuracy and integrity.

o Ability to analyze large datasets and generate meaningful insights.

  • Communication & Collaboration:

o Strong interpersonal and communication skills, with the ability to engage with both technical and non-technical stakeholders.

o Ability to work effectively in a team environment and collaborate across departments.

o Experience in delivering training and support to end users.

Additional Competencies:

  • Strong time management skills and ability to handle multiple tasks and projects simultaneously.

  • Adaptable and open to learning new technologies and methodologies.

  • Experience with Agile methodologies and project management tools is a plus.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All 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 strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

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 TalentExperienceGlobalTeam@grp.pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: TECHNOLOGY

Organization: Corporate Strategy & Technology

Schedule: FULL_TIME

Workplace Type: Hybrid

Req ID: 16879

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