Service & Knowledge Mgmt Analyst

Enterprise Service Management (ESM) is a key foundational lever to achieve Financial Planning key priorities efficient and effective service delivery to PepsiCo businesses globally, for all sectors, with great user experience. This role is a key member of the team responsible for implementing the ESM solutions for Financial Planning (FP). To enable this purpose, ESM is implementing multiple technology platforms, including ServiceNow, as a service delivery platform across multiple business functions. The objective of the role is to support Global ESM lead in deploying ESM Frameworks, Knowledge Management (KM), foundational processes, Service performance management and Service portfolio management.

The Enterprise Service Management Business Analyst for Financial Planning is responsible for partnering with ESM Lead for FP to manage requirements related to ESM solutions for global FPT org. The role drives gathering service-related requirements, partnering with ESM CoE (Center of Excellence) and IT teams to implement the requirements for the Financial Planning function.

The role will work with the FP ESM & KM Lead to manage the ongoing continuous improvement of the service management process and solutions.

This role has 80% focus on ESM and 20% focus on KM.

As an ESM and KM Analyst your responsibilities would consist of:

ESM:

• Elicit, model, and maintain all requirements for implementation of service management solution(s) across Financial Planning function in GCC, and partner with the FP ESM & KM Lead to prioritize.
• Support design, development, testing and implementation of enterprise service management solution on ServiceNow platform and provide input into a unified ande intuitive employee centric experience for FP teams
• Monitor ongoing backlog of service management requirements & enhancements across FPT to ensure alignment with ESM program priorities.
• Work with FP ESM & KM Lead, FP Service delivery teams, ESM CoE (Center of Excellence) team to ensure consistent implementation of ESM frameworks
• Support FP ESM & KM Lead in change management related to launch and adoption of Service Management solutions across FP teams, as well as GCC customers, i.e., business teams
• Support ESM CoE Team and FP ESM & KM Lead in planning future roadmap/ strategy for FP Service Management solution(s)
• Develop service management related documentation, including requirements backlog, standard process documentation, operating procedures
• Support Service performance metrics management and reporting
• Support FP ESM & KM Lead in developing materials for stakeholder meetings

KM:

• Support end to end Knowledge Management program in the areas of KM system design, maintenance, document management and business critical knowledge retention.
• Support Service Now content management (4000+ DTPs (Desktop Procedures) on Service Now), collaborate with Capability leads (sector leads) / team members to ensure right knowledge assets are made available to all FP users.
• Support Capability centric organization - creation and standardization of knowledge. Drive content standards and exception processes. Ensure association/ mapping of knowledge articles to capabilities to help with standardization and process efficiencies.
• Knowledge Authoring: Tools and methodologies for efficient authoring. Epiplex for process simulations, Video based process knowledge capture. Replace MS Visio with ARIS for documenting Process Maps. Drive adoption of service articles &governance: Service Now KM, Epiplex & ARIS
• Knowledge Retention: Actively manage the Knowledge Base, ensuring content is always up-to-date and fit-for-purpose (e.g. timely revalidation of Desktop Procedures to support attrition and cross-pollination).
• Faster Transition of Knowledge: Collaborate with Design & Transitions team to establish and implements KM's ways of working
• Support controls testing and ensure no major observations on internal controls and corporate audits

• 7 to 10 years of experience as a business analyst or similar role (e.g., project management, service management) in Financial Planning or similar function
• Experience in Service Management organizations including support for: design, configuration, development and implementation of SM solutions/systems
• Broad understanding of current and emerging service management trends
• Good to have experience in ServiceNow implementation or similar service management tool
• Should have good understanding of Agile Methodology and experience in writing epics & stories (requirements gathering and documentation)
• Good to have knowledge of knowledge management-related platforms (e.g. ServiceNow), electronic knowledge, repository management, intranets/portals, collaborative and social media tools, search, ontologies/taxonomy, data structures, and KM processes
• Excellent communication skills - proficiency in English language, including verbal and written
• Good stakeholder management
  • Ability to bring technical and non-technical stakeholders on the same page
  • Manage expectations with senior stakeholders
• Negotiation and facilitation skills
• Should have good experience in managing data in Excel sheets and have good hands-on experience with creating PowerPoint presentations
• Should have exposure in project management, reporting & analytics
• Ability to work in a matrix organization
• Ability to work collaboratively and proactively with multi-functional, multi-cultural and geographically dispersed global teams