C&MO Enterprise Service Management Business Analyst

The C&MO Enterprise Service Management Business Analyst is responsible for managing requirements related to Enterprise Service Management solutions prepared for and used by the PepsiCo Global Business Services Consumer &Marketing Operations team. The role drives gathering the requirements for service management across all S&T Consumer &Marketing Operations capabilities, partnering with ESM and IT teams to deliver the requirements. This role is essential in maintaining a developed solution. The role will manage the products in scope and the ongoing continuous improvement of the service management process and solution built for Consumer & Marketing Operations team, including not only ServiceNow platform, but also additional applications such as Monday.com or Timely. This role will also manage Service Performance KPI tracking and reporting for Consumer organization

Requirements Management:

• Elicit, model, maintain, and prioritize all requirements for implementation of service management solution(s) across S&T Consumer &Marketing Operations team, including ServiceNow platform as well as other work tracking applications
• Monitor ongoing backlog of requirements & enhancements across S&T Consumer & Marketing Operations team to ensure alignment with ESM program priorities, including ServiceNow platform as well as other work tracking applications

Product Management:

• Lead daily work of an external DevSecOps team working on a development of ServiceNow solution
• Contribute to the evaluation, design, development, testing and implementation of enterprise service management solution and provide input into the unified employee experience design specifically manage the development of a user friendly, intuitive solution for S&T Consumer&Marketing Operations team in both ServiceNow and other work tracking applications
• Collaborate across S&T capabilities and S&T hubs to ensure two-way communication between the C&MO function and Ecosystem/ESM team (feedback, requirements, operational needs as related to process improvement)
• Represent C&MO stakeholders to S&T Ecosystem stakeholders in all service management areas
• Execute change management related to launch and adoption of service mangement solution across S&T capabilities and S&T hubs, as well as S&T customers.
• Contribute to planning future roadmap/strategy for C&MO service management solution(s)
• Develop service management related documentation, including: requirements backlog, standard process documentation, operating procedures
• Manage product integrations with other products/solutions supporting service management processes, including integration with Monday.com and Timely products, ensuring standardized approach across products

Service Management:

• Guide build out of performance management framework within selected service management solution to drive continual service improvement with capability/service owners
• Collaborate with ESM Product Owners, Ecosystem, and vendor partners to ensure consistency in processes, metrics, and continuous improvement of C&MO service management solution(s)
• Support roll out of the new service management processes, such as demand management, issues management and catalog management

Service Performance Management:

• Support Consumer service performance reporting processes, including the following responsibilities:
  • Data extraction: Extract/export/download data from work management systems, like Service Now and other applications
  • Data collection: Work with service delivery teams to gather/collect data
  • Data analysis: Transform collected data into format conducive for analysis, and analyze data for trends, patterns, anomalies
• Prepare reporting & visualization: Generate reports in MS Excel and MS Power BI, including making them easily transferable to MS PowerPoint, for executive reports

• 5-8 years of experience in business analysis
• Exceptional communication skills. Proficiency in English language.
• Ability to work collaboratively and proactively with multi-functional and multi-cultural teams
• Understanding of the current and emerging service management trends and developments
• Experience in Service Management organizations including support for: design, configuration, development and implementation of service management solutions/systems
• Experience with data analysis or business intelligence, including data collection, data transformation and reporting
• Proficiency in MS Excel