Overview

The Enterprise Service Management (ESM) Service Design POD role supports the definition, design, and onboarding of enterprise services across PepsiCo, ensuring services are user‑centric, scalable, and aligned to Enterprise Service Management standards.

This role works closely with the ESM Service Design Lead to support service assessment, design, and operational readiness across the ESM ecosystem, including ServiceNow and the myPepsiCo platform. The focus of the role is to help ensure services are designed consistently and delivered in a way that enables a common, intuitive, and effective user experience.

Partnering with Service Owners and service management capabilities across S&T, non‑S&T, IT, and other enterprise functions, the role contributes to shaping new services, improving existing ones, and supporting smooth onboarding and transition into enterprise platforms. The role operates in a matrixed environment and requires strong collaboration, communication, and stakeholder engagement skills.

In addition to core service design responsibilities, experience in process improvement, value realization, and benefits measurement is considered an asset, supporting the ability to articulate service outcomes, track adoption, and contribute to understanding the value delivered through ESM services.

Responsibilities

Support the assessment, design, and onboarding of enterprise services in line with ESM standards and service design principles
Partner with Service Owners to document service scope, user journeys, and operational readiness requirements
Contribute to ensuring a consistent and intuitive end‑to‑end user experience across ESM services
Support service onboarding and transition to the myPepsiCo platform, working with cross‑functional teams to enable smooth adoption
Apply service design methods to understand user needs and improve service effectiveness
Contribute to ESM standards, templates, and governance artifacts
Support basic process analysis and improvement activities related to service design and delivery
Assist in defining and tracking service success measures, adoption metrics, or benefits where required

Qualifications

Qualifications:

Bachelor's or master's degree in computer science or a related technical field.
Overall 9+ years of experience is required
Experience in service design, service management, or related ESM /KM/PEX environments
Understanding of service management frameworks and service delivery concepts
Familiarity with ServiceNow or similar service management platforms and tools
Ability to collaborate effectively with Service Owners and cross‑functional teams
Strong communication skills and comfort working in a matrixed organization

Additional Skills Considered An Asset

Experience or interest in process improvement or continuous improvement practices
Exposure to value realization, benefits tracking, or KPI definition
Ability to work with data to support service performance and adoption insights

Enterprise Service Mgmt Sr Analyst