Teams at Pearson

Manage and govern an outsourced IT support provider to ensure SLA compliance, optimize ITSM processes, oversee incident triage/escalation, analyze support metrics, maintain knowledge base, drive ServiceNow service catalog automations, conduct quality audits, and communicate performance and improvements to stakeholders.

Administer and support Oracle database, middleware, and ERP-related applications across production and non-production environments. Deploy code, troubleshoot performance and functionality, respond to outages, apply patches, monitor availability, and advise on application design and architecture to support ERP systems.

Design, develop, test, and deploy scalable Salesforce solutions using Apex, LWC/Aura, Flows, and integrations. Implement and maintain Agentforce/AI-driven agents, ensure data security and performance, support releases and CI/CD, collaborate with admins, QA, architects, and business analysts, and document technical designs.