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TEP Experienced User - Fixed Term Contract (9 mont

Contract Type
Education, Media & Communications
Harlow, GBR
Expiry Date
TEP Experienced User - Fixed Term Contract (9 months) Description At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning te...

Job Description

TEP Experienced User - Fixed Term Contract (9 months)


At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

Job Purpose:

The Enabling Program (TEP) is simplifying how Pearson employees work, by introducing new, globally consistent HR, finance, procurement, supply chain, and rights and royalties solutions, which will be delivered in ‘Waves’ over the next couple of years. It will help to unite employees around the world, enabling us to operate as a truly global organization, and ensure that Pearson is fit for the future.

A key component of the TEP solution is the set up of a structured and robust support model. This ensures that each Pearson business has adequate support following the implementation and helps to embed the new ways of working.

The first implementation of the Finance, Supply Chain and Procurement processes was for the UK business and a number of international markets. This will be followed by the North America region and subsequent Pearson markets over the next 2-3 years.

The Experienced User role is an integral part of the overall TEP Support Model and it is envisaged that these roles will be established both within the business and shared service centres that operate many of the TEP processes.

The purpose of the role is three-fold:

1) Implementation PhasePartner with the TEP programme and project teams to impact assess the deployment of the Global Design to the wave/country/geography and collaborate to achieve the successful change management activities. To achieve this they will be need to be involved to understand the solution, process documentation, data migration and other key elements of the programme. This combination of programme and line organisation knowledge will enable the role to effectively support the business in its transition to the target Pearson organisation and future business processes. 2) Post Go Live Support PhaseDuring the hypercare period of 6-8 weeks following the Go-Live Date, there will be an elevated level of user support required. This will include but not be limited to, surgeries, updating training content etc versus BAU where the role will subtly change to be on-going support (but less full time), retrofit of new functionality and continuous improvement 3) Business as Usual PhaseDuring this phase there is a shift in focus of the role. The Experienced User will continue to provide support to the wider user base on the running of day to day business processes, however this demand will reduce following solution stability and the close of Hypercare.

At this point the role focus shifts to partnering with the Capability Centre of Excellence to introduce future change, originating from both the business and centralised TEP activities. The individual's superior level of knowledge and expertise in both core and exception business scenarios is vital to successfully play this longer term role.

Main responsibilities:

The TEP Experienced User works in close partnership with the Global Capability Lead & wider Capability Centre of Excellence team and the in-flight TEP programme team. Their main responsibility is to ensure that the users located in parts of the business live with TEP are supported sufficiently to perform their business as usual processes. This is achieved through their accountabilities above and facilitating the correct consumption of Pearson self-serve and support services by the user base.

The Experienced User role is also responsible for brokering the partnership between the line organisation and the TEP activities impacting policy, process & systems. They will also need to take a broader business perspective assessing and understanding the impact of other initiatives, such as OneCRM on the TEP processes and ways of working.

Responsibilities include:

  • Input into and locally coordinate the implementation of process and system Continuous Improvement
  • Reinforce the use of standard processes and industry best practice
  • Coordinate centrally initiated user satisfaction surveys for their business area
  • Build cross-functional relationships with Experienced User peers to drive better integration between areas
  • Provide consultation to other parts of the organisation and leadership regarding employee experience
  • Coordinate with the Capability Centre of Excellence on all change control processes.

Key Accountabilities:

  1. Provide structured and ad-hoc support to the user-base through various approaches including in person or virtual face to face time and drop in surgeries (physical or virtual)
  2. Knowledge sharing and local delivery of training
  3. Focus on driving improvements in process efficiencies and effectiveness
  4. Act as the single point of contact between the business area and the TEP programme
  5. Coordinate and submit Change Requests pertaining to business driven needs
  6. Sign-off on behalf of the business CR's
  7. Accept changes, on behalf of the business, impacting their scope of process responsibility through the TEP UAT process
  8. Raising, chasing incidents and getting resolutions in a timely manner
  9. Critical Incident management (raising, monitoring and getting fixes for P1 issues)
  10. Agree and accept on behalf of their business areas workarounds for issues that cannot be fixed
  11. Work with off-shore teams to ensure that automated Batch jobs deliver the business outcomes required
  12. Monitor and maintain an overview of Help-desk ticket management for their part of the business
  13. Stand in for the manager for meeting and relevant customer operations activity that may be assigned to you.

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.


Essential skills, qualifications and experience:

  • Experience with ERPs strongly preferred (e.g Oracle)
  • Knowledge of both core and exception business processes for the area
  • Well respected within the business and in an established network across functions
  • Striving for excellence in the end to end customer experience
  • Organisational and basic project management skills
  • Communication, networking and influencing skills externally and internally


Primary Location: GB-GB-Harlow

Work Locations: GB-Harlow-Kao Park Kao Park Hockham Way Kao Two Harlow CM17 9SR

Job: Customer Service

Organization: Technology & Operations

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Feb 22, 2019

Job Unposting: Ongoing

Schedule: Full-time Temporary

Req ID: 1901657

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.