Overview

TheEnterprise Service Management (ESM)organization has beenestablishedto define, implement and manage Service Management Excellence across PepsiCo enterprise. From the organizational perspective ESM in Process Excellence and Transformation is part of theStrategy and Transformation(S&T)organizationbut its remit goes beyondS&T,i.e.across all organizations providing internal services within Pepsico.

The ESM Omnichannel Analyst will partner with service owners and capabilities across PepsiCoto deliveromnichannelfunctionality (agent chat, voice, virtual agent (chatbot), search, etc.) aligned toproduct vision and strategy, ensuring alignment withPepsiCobusiness objectives andaligned to theomnichannelstrategy for ESM and the broader PepsiCoDigital Employee Experience(DEEx).

The focus for this role will beimplementingfeatures based on business needs and value realization. Responsibilities include collaborating with stakeholders,gathering requirements,guiding the development teams, and ensuring product qualityanduser experiencethrough thoroughdesign,testingand governance.Additionalduties includemaintainingdocumentation, developing training materials, and providing ongoing business support.

Responsibilities

Assess & evaluate high level business requirements and services for fit within PepsiCo Enterprise Service management omnichannel solutions, both ServiceNow and other related solutionsif necessary. Partner withproduct owners andmake recommendations aligned to overarching ESM strategy, and ServiceNow release/Product roadmaps.
Manageproduct demand andprioritize backlog based on business needs, speed to value, technical feasibility, and user desirability.
Collaborate with keybusinessstakeholdersglobally across the enterpriseto gather requirementsand be theliaison betweenbusinessand thedelivery teamteams.Participate in discovery interviews with stakeholders and conduct user research.
Oversee thorough testingensuing consistent and acceptable level ofperformance fromomnichannel solutions, ensuringproduct quality and adherence to compliance and security standards.
Maintaintraining materials and provide ongoing support toall stakeholder groups.
Ensure compliance withPepsiCo policies,internationalregulations(SOX, GDPR)and best practices for data privacy and security.
Effectively manage priorities,deliverablesand timelines with little need for escalation

Qualifications

ServiceNow is must skills.
7-10 years experience in relevant roles such as business analyst, process design, product ownership, or development in ServiceNow platform. Some experience specifically in designing, configuring, or implementing Virtual Agent/NowAssist in ServiceNow.
Experiencewithwriting,curatingand testingforomnichannel solutionswhich include but not limited toServiceNow Virtual agent, search,telephonyand workspace
Understanding ofscrum principles and agile software developmentmethodologies.
Understanding of and passion for Conversational AI technologies based on LLM
Ability to gain support fornew ideasand align stakeholders.Organizational change Management experience is a plus.
Exceptional communication skills, written skills, and business acumen.

Service & Knowledge Omnichannel Senior Analyst