Overview The Enterprise Service Management (ESM) & Knowledge Management (KM) organization has been established to define, implement, and manage Service Excellence as well as Experience Excellence, supported by a strong Knowledge and Content Management discipline, across PepsiCo enterprise. From the organizational perspective ESM & KM is part of the Strategy and Transformation (S&T) organization but its remit goes beyond S&T, i.e. across all organizations providing internal services within PepsiCo. The main purpose of the Engagement Hub Technical Lead is to drive and support the ESM & KM technical workstream and delivery for Portal, Knowledge Management, and the Digital Employee Experience program. This role leads technical strategy and consulting, reviews and executes delivery plans, governance, and maintains cross-functional alignment with both technical and non-technical employees and vendors. The position ensures business value through technology leverage and IT cost, quality, and process efficiency. Digital Employee Experience (dEEX) is a broad initiative established in PepsiCo to transform how people interact with their workplace digital tools, allowing them to be engaged, proficient, and productive. In PepsiCo both office and frontline employees must use technology to do their jobs and hence dEEX is key to the overall employee experience. Responsibilities Provide technical vision and leadership to the ServiceNow DevOps team on Portal, Knowledge Management, Content technologies, Search, Mobile and other omni-channel technologies. Lead technical workstream and cross-functional leadership for a multi-year Employee Experience Hub program with a goal of convergence of legacy employee portal and ServiceNow Services portal. Be a champion for Continuous improvements and driving CI/CD culture Manage relationship with third party vendors for resourcing and technology roadmaps Manage 5+ employees and 20+ vendors resources to ensure timely delivery with quality Helping customers automate current products that are manually intensive (ROI ~ better customer experience). Instruct on Agile protocol for onboarding to ServiceNow Funding/Budgeting/Invoice assessment/reconciliation(s) Provide high level technical guidance/leadership for efficiencies Single point of escalation and problem solving for Product Manager/Owners Assist with open issues/risks to resolve and/or mitigate Responsible for establishing and driving cooperation between teams and stakeholders (IT and Business) Project management, delivery lifecycle oversight and approvals Resource Management/allocation oversight Assure all processes are adhered to for dev, test (QA), and deploy (Pre-Prod and Prod) Monitor Hypercare (after deployment) and transition to Sustain team DevSecOps Lead for the Experience Hub Sustain team and ensuring sustainable scaling of the solution. Qualifications 8+ years of experience in technical delivery and/or consulting experience specifically in designing, configuring, or implementing technical solutions. 2+ years of experience running Service Management projects. 3+ years of people and vendor management experience. Executive presence, maturity, and savvy to lead and collaboratively guide Business and technology teams Exceptional communication skills, written skills, and business acumen Broad experience with digital transformation initiatives at the enterprise level, across multiple functions Ability to gain support for new ideas and align stakeholders. Organizational change Management experience is a plus. Demonstrated ability to translate complex technical topics / issue to nontechnical partners / stakeholders. Deep knowledge of web, mobile, content and knowledge management technologies is preferred. Program-scaled Release Management expertise Understanding of build and deployment of platforms, tools, and services Strong root cause analysis, debugging and troubleshooting skills Experience with production issues and driving escalations Capability to manage multiple vendor relationships to ensure effective design, delivery, and governance of the program. Coaching/Facilitation skills Ability to make technical recommendations and successfully implement them across an organization. Prior experience in management, and in digital transformation consulting Good understanding of Integration with other applications is a plus. Software/Technical: ServiceNow (Preferred modules: ESC Pro, AI Search, Virtual Agent, NOW Mobile, KM), Web technologies (Search, Web, Chat, Mobile, Portal) Microsoft Office 365, PowerPoint/Excel, MS Teams, etc. SAAS/PAAS concepts and implementation knowledge Cloud Computing concepts SAFe Agile/ADO Clarity, SAP Information Security (Security Assessments/Compliance, Single-Sign on technologies) Experience in implementation, configuration, or support of ServiceNow especially for intranets and complex service portals Experience working on global projects or implementations Exceptional communication skills. Proficiency in English language Ability to work collaboratively and proactively with multi-functional teams globally Effectively manage priorities, deliverables, and timelines with little need for escalation