Pearson VUE is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management, and delivers exams through the world’s most comprehensive and secure network of test centres in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year.
Pearson VUE offers a great environment to start or grow your career, we are now hiring for a Associate Data Analyst to join our team based in Salford Quays.
This position is responsible for managing exam result data which is uploaded from Pearson VUE worldwide testing centres. Also includes basic reporting on exam data, both for clients and internal departments.
Maintain a professional and mature attitude toward customers and clients at all times.
Managing exam results data as it arrives from testing centres.
The recovery of bad, missing or non-recoverable data and the requesting of any further information required from the test centres.
Supporting clients through basic reporting, including areas such as exam data integrity and any other general support questions.
Provide client related support for all bi-directional result data, including fixing / retransmitting of problematic exam data to the client and special client requests.
Fulfil specific requests for results related information from various departments, including Program Management, Testing Services, QA, and Development teams.
Ensure superior customer service and technical support for internal and external customers of Pearson VUE applications.
Proactively look for opportunity to avoid operational trouble areas and signal on any potential areas for improvement.
Report all network specific issues to the network team for resolution.
All employees have a responsibility to co-operate in promoting and maintaining a safe and healthy working environment, and to take reasonable care of their own health and safety at work and that of all other staff that may be affected by their acts or omissions. Line managers have specific responsibility for the health and safety oftheir direct reports and other team members for which they have general management responsibility.
All employees are also responsible for supporting and implementing the company’s policies and procedures around the Health and Safety, Security, Quality and Business Continuity arrangements that apply in their role/work function. Full details of these policies and procedures are available on SharePoint.
Day-to-day monitoring and management of exam results data.
Client related support activities.
Successfully complete any specific project work as directed by the team leader.
Prioritise workload based on urgency and impact to customers and the business.
Providing information on request to internal departments.
Research and investigation of software bugs / fixes and escalation to appropriate channels.
Reporting complete data flow and outlining flaws in transmission of results.
Assist all software release activity for all parties impacted.
Support KPI’s as discussed with manager.
Support evaluation and implementation of new technologies.
Produce regular management reports to keep management apprised of any significant changes in performance of applications.
Assist with other projects as they arise, and complete other ad hoc tasks as assigned by manager.
Pearson is an equal opportunities employer. We do not discriminate against employees or job applicants and select the best person for each job based on relevant skills and experience.
We are also committed to building an accurate picture of the make-up of the workforce and encouraging equality and diversity.
The information you provide will stay confidential, and be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.
Fluent in both written and spoken English.
Data Management skills and experience.
Excellent knowledge and experience in a customer focus environment.
Experience in a similar role.
General knowledge of internet communication and networking configurations and troubleshooting.
Excellent written and verbal communication skills.
Must be able to actively demonstrate a logical and analytical approach to problem solving.
Effective time management.
Effective planning and prioritizing skills.
Excellent conflict management skills.
Excellent customer service skills.
Ability to work in a team environment.
Strong attention to detail.
Quick learner and ability to adapt to new systems and operating environments.
Experience with Microsoft Office, and associated packages, including Access, Excel and SQL Scripting.
Desirable Experience & Qualifications
Educated to A Level or equivalent – Degree in relevant subject preferred.
Qualification in ITIL or similar preferable.
Demonstrated documentation and training skills.
Ability to install/configure IT hardware/component would be advantageous.
Utilisation of helpdesk tools (e.g. Remedy).
Previous experience of living and working in the location/regions
Must be able to work full time flexible hours to meet demands of the business
Occasional travel may be required to support client requirements.