Service Management Specialist

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🕒 June 16

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Pearson VUE

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1994

📚 Education

🛍️ eCommerce

☁️ SaaS

Education • eCommerce • SaaS

Pearson VUE is a global leader in computer-based testing, providing a wide range of credentialing and certification exams for various industries. They support test-takers and test owners by offering resources, scheduling options, and accommodations to ensure equitable access to testing. Their mission is to empower candidates and enrich communities through the delivery of high-stakes exams that validate professional skills and knowledge, contributing to career advancement and industry standards.

📋 Description

• Administer and support Google Workspace for Education services, including all core apps, additional Google services and 3rd party apps, associated policies, and account management. • Troubleshoot complex Google Workspace issues end-to-end and serve as an escalation point. • Maintain and monitor services connected to and/or supporting Google Workspace (e.g., GCDS, BetterCloud, Bark for Schools where applicable) • Develop and maintain configuration documentation for Google Workspace environment. Assist in the creation of training guides and review communications for support teams and schools. • Review and act on necessary alerts. Stay up to date with Google’s best practices for security and make suggestions to improve the environment as needed. • Be a member of the Google community in order to stay knowledgeable of new features and changes that would impact our Google Workspace environments or add value to our schools. • Administer and support Azure services, including identity and access management in Microsoft Entra ID. • Build, maintain, and improve Azure infrastructure (e.g., Virtual Machines, Virtual Networks) with reliability, performance, and cost awareness. • Implement and maintain security best practices aligned to policy, including access controls and secure configuration standards. • Contribute to modernization initiatives, including server upgrades, patching, and monitoring. • Maintain and monitor services connected to and/or supporting Microsoft Cloud (e.g., Entra Connect) • Monitor platform health, troubleshoot service incidents, and drive root-cause remediation. • Maintain Google Workspace ChromeOS environment for device deployment, configuration, compliance and policy. • Administer Microsoft Endpoint Manager for Windows device deployment, configuration, compliance, and lifecycle management. • Manage, monitor and troubleshoot user devices which include Windows OS, ChromeOS and ChromeOS Flex environments. • Develop and maintain configuration baselines, deployment profiles, and operational runbooks for consistent device management at scale. • Implement and maintain software packages and configurations across large-scale multi-device environments via Intune or ChromeOS Management. • Administer and troubleshoot on-premises Active Directory (Users & Computers, Group Policy, Sites and Services, Domains and Trusts). • Support, monitor and maintain domain controllers, including all Active Directory services, replication integrity, patching, backup/recovery, and security compliance. • Maintain core services as applicable, including DNS/DHCP, file/print, web services, and other Windows workloads. • Oversee daily IT operational activities, including monitoring ticket queues, documented workflows and system alerts. • Prioritize workloads based on impact and urgency, and driving timely response, escalation, and resolution of incidents and requests. • Deliver consistent and timely updates to stakeholders regarding requests and/or issues ensuring awareness of status and progress, including any impact to our SLAs. • Serve as an escalation point for support teams; prioritize and drive resolution of complex tickets and incidents across multiple platforms. • Create and maintain documentation, standards, and knowledgebase articles; mentor service desk staff and peers. • Communicate clearly, concisely, and appropriately within a wide range of audiences.

🎯 Requirements

• Proven hands-on experience in at least two of the following areas: Google Workspace for Education, Microsoft Cloud (Azure/Entra ID), Microsoft Endpoint Manager, On-Premises Active Directory, or IT Operations and Support. • Demonstrated ability to administer, support, and troubleshoot enterprise IT systems across multiple domains, including identity, cloud services, endpoint management, and directory services. • Experience operating within a production environment, supporting day-to-day operations, incident resolution, and cross-functional collaboration to maintain system availability and performance. • Bachelor's degree in computer science or equivalent work experience • Minimum of 3-5 years of experience in IT systems administration/engineering or equivalent in a large enterprise environment • Ability to work from home in a secure, distraction-free workspace and reliable broadband internet. • Able to work on call, evenings and/or weekends when necessary • Available 24x7 during critical outages of supported systems • Ability to work independently and proceed with objectives without supervision. • Excellent attention to detail • High degree of flexibility

🏖️ Benefits

• Eligible to participate in an annual incentive program • Information on benefits offered is here