PEARSON DIGITAL & TECHNOLOGY INTERNSHIP PROGRAM

Business Analyst – Salesforce Service Cloud & Support Solutions

Why join Pearson’s intern program?

Pearson is the world’s learning company. We help people of all ages acquire the knowledge and skills they need to be successful in their work and careers. We believe that everyone should be able to keep learning, every day and in every way, throughout their lives. Bringing together everything we know about the science of learning and the latest technology, we’re shaping the future of teaching and learning.

We’re looking for the next generation of talented undergraduates to join our team for an unforgettable 10-week internship. An internship at Pearson is an opportunity to bring your own unique perspective as a learner, together with your academic knowledge, technical skills, and enthusiasm, to help create products used by students like you.

As one of our interns, you will gain a comprehensive introduction to our business. You’ll be assigned to a team and work on real-life projects that bring our products and services to life. On the job training and professional development will be provided to enable you to contribute to the business. You’ll also have direct access to a senior member of the team, as each intern will be mentored to help you make the most of the ten-week program.

We foster a work environment that’s inclusive as well as diverse, where our people can be themselves. Every idea and perspective is valued so that our products reflect the people we serve — our teachers and learners.

What Does the Internship Program Offer?

Successful candidates will spend 10 weeks working with our technology teams.

You will be paid for the duration of your internship. The internship begins on Monday, June 3rd and ends Friday, August 9th.

Job Description

As a Business Analyst intern, you'll get to work with teams who are running Pearson's most critical systems and applications at an international scale, striving to provide outstanding service and support to Pearson’s customers. Duties include, but are not limited to:

Documentation and verification of system process flows, working with business stakeholders and technology teams.

Support setup and maintenance of technology platforms

Specify and, where appropriate, build out flows, processes, and other service and support capabilities, typically through configurable or declarative (no/minimal code) means.

Participate in project meetings and project updates

Create documentation, perform testing, and review data, working across teams and divisions

Perform research and present conclusions on data quality and data hygiene and the impact on customer experience and support agent efficiency.

Perform evaluations of customer-facing tooling, simulating the customer experience and offering proposals on ways to improve that experience.

Minimum requirements:

Students pursuing a Bachelor’s or Master’s degree program in Management Information Systems, Data Science, User/Customer Experience, Digital Platforms or a related field.

Intermediate skills with Microsoft Excel, SQL or SOQL

Strong communication skills, both verbal and written.

Graduation date of May 2025

Must be able to work hybrid; in-person/remote at our Durham office for the entire 10-weeks

Bonus skills:

Familiarity with Salesforce platforms

Familiarity with service solutions and tools such as Chatbots, Machine Learning, Self-Service tools and social channels or the equivalent.

Exposure to basic coding and coding logic as a means to more clearly breakdown and articulate requirements in ways that programmers and testers can understand.

Exposure or experience with Agile Scrum methods of Software Development and Delivery

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.

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.

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: PROJECT/TEMPORARY WORKFORCE

Organization: Corporate Strategy & Technology

Schedule: FULL_TIME

Req ID: 13145