Capacity Planning & Operations Analyst

Pearson VUE is a business within Pearson PLC and 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 175 countries.

About the Role:

The Capacity Planning and Operations Analyst has two primary areas of responsibility: capacity planning and operations/data analysis. For capacity planning, the Capacity Planning and Operations Analyst is responsible for strategic event scheduling and management tasks as well as day-to-day oversight of event and/or on-demand scheduling activities via both online proctored (OnVUE) delivery method and physical test centers. The Capacity Planning and Operations Analyst is responsible for creating and providing recommended scheduling strategies and entering, then posting operational schedule(s) in the testing system(s) accurately and providing training, documentation and auditing support for these processes. The Capacity Planning and Operations Analyst is also responsible to ensure that contractual obligations are achieved by monitoring testing schedules, hours of availability and candidate volumes and to post notices to the business pertaining to scheduling changes that impact delivery capabilities.

For operations and data analysis, the Capacity Planning and Operations Analyst works closely with the Manager, Global Channel Capacity to provide analysis of forecasts, reports, and operations workflow supporting various clients and delivery channels. The Capacity Planning and Operations Analyst will create detailed reviews, summaries and insights using model building, what-if analyses and other data analysis methodologies to support the development of innovative process improvements and efficiencies.

Key Requirements:

• Proficiency with SQL; must be able to execute existing queries as well as edit and write new queries.
• Advanced proficiency in Microsoft Excel
• Ability to manage multiple projects simultaneously
• Ability to set priorities, manage time, and meet established deadlines
• Effective problem-solving skills for complex problems.
• Ability to communicate clearly and concisely with both oral and written forms to a wide array of audiences with the ability to tailor communications to their level of understanding/expertise
• Keen attention to detail and strong organizational skills
• Strong analytical, critical thinking and decision-making skills
• Basic finance skills
• Ability to work under pressure and within condensed timelines
• Must be able to work both in a team environment and independently
• Self-motivating with the ability to work with initiative.
• Ability to provide and maintain high quality of customer service
• Excellent interpersonal and motivational skills
• Highly influential with excellent conflict management skills.
• Knowledge of Microsoft Office required, including Word, PowerPoint, Outlook, etc.

Key Activities

40% Data Analysis and Reporting Management

• Work with Program Managers to determine the needs of clients for reports and assist them in providing information or determine requirements for any enhancements.
• Coordinate projects for client and queue analysis. Provide Program Managers a summary of information and status or communicate changes.
• Develop or improve reporting to support existing business and/or new clients
• Maintain existing internal and external reporting on time and accurately to support the operational business
• Provide analysis on forecasts, reports, financial and location data on an ongoing ad-hoc basis
• Determine and provide recommendations to adjust testing schedules and staffing. Communicate necessary changes to the business.
• Quality audit data on an ongoing basis

40% Capacity Management

• Ensure adequate availability is maintained based on various delivery requirements.
• Coordinate event testing schedules for events and ensure any cross-channel events are coordinated with global stakeholders.
• Long-range capacity planning and forecasting.
• Assist scheduling coordinators with the accommodations process where necessary
• Create and maintain documentation of tools and processes where necessary
• Participate in long- and short-term scheduling and blocking projects, including tool development to support new features as necessary

20% Other duties as assigned

About You:

Desirable Experience & Qualifications:

• Knowledge of Pearson VUE and systems and working knowledge of programming methodologies.
• Thorough knowledge and demonstrable understanding of the end to end capacity management and planning process
• 3+ years of capacity planning and/or strategic planning analysis

Remote Working Arrangements:

• 37.5 hours per week, a commitment to peak time requirement may be required to fulfil project needs. This may incur weekends and evening working.

Your rewards & benefits

We know you'll do great work, so we give a lot back with some of the best benefits in the business. We know one size doesn't fit all, so our workplace programs meet the different needs of our diverse teams, and their families, too.

Job: TESTING CENTER

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Req ID: 17424