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 ESM Omni-Channel Technical Lead (ServiceNow) will be a technical consultant working to develop, design, and own technical solutions on the ServiceNow platform for Search, Chatbot/Virtual Agent, Mobile and Portal technologies. You will design technical solutions that 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. The focus for this role will be providing virtual agent solution design, search technical strategy, governance and overseeing technical delivery through web programming techniques and best practices to configure robust solutions to the client utilizing the ServiceNow platform specifically focused on myservices Portal, AI Search, Virtual Agent, Mobile and emerging technologies. You will also be responsible for ServiceNow platform virtual agent and search governance and gathering insights in coordination with business stakeholders and the technology platform team to define and own the business roadmap of the platform, aligned to and consistent development practice with the ServiceNow technology capabilities roadmap. You will need to be savvy in new technology advancements within the ServiceNow like AI Search, Virtual assistant, chatbots, communities, etc. We work with third party vendors for designing and building the Portal, is essential for you to understand these integrate with the platform and how solutions can be scaled/ designed using ServiceNow third party plugins. Responsibilities Support the Omnichannel PO to define the vision, strategy, and design standards for virtual agent, ensuring alignment with business objectives and positive employee/user experience. Manage and deliver the Product backlog for Omnichannel through the DevSecOps team, (either internal team or vendor team). Manage the relationship with the vendors and ensure they meet expectations. Ensure the delivery follows Pepsico standards for delivery governance. Drive a continuous improvement mindset with focus on building templates, automation and expedite value delivery. Ensure compliance with PepsiCo policies, international regulations (SOX, GDPR) and best practices for data privacy and security. Stay up to date with industry trends and emerging technologies to drive innovation and enhance virtual agent capabilities in line with industry best-in-class. Effectively manage priorities, deliverables and timelines with little need for escalation. Qualifications 6 to 9 years experience in relevant roles such as Technical Lead, Delivery Owner, service design, experience design, service delivery, business architecture, development or process design with 2 to 4 years experience specifically in designing, configuring, or implementing virtual Agent in ServiceNow. Hands-on development, management, and deployment experience with ServiceNow. Managed a Experience in implementation, configuration, or support of ServiceNow especially Virtual Agent with NLU. Experience with intent architectures including entities and skills. Understanding of NLU models performance and optimization. Experience in AI Search functionality and integrations. Experience in Search curation. Experience and deep understanding of ServiceNow Workflows and Flow Designer tools Good understanding of ITIL processes. Good understanding of agile and hybrid Project Management methodologies. Practitioner of Agile SAFe principles and practices. A passion for understanding market trends, customer needs, and competitive landscape to shape the product strategy. Experience with Design thinking methods and UX design. Prior experience in management, and in digital transformation consulting. Bachelor’s degree required; master’s degree preferred. Experience working on global projects or implementations. Exceptional communication skills. Proficiency in English language. Ability to work collaboratively and proactively with multi-functional teams. Experience applying strategic frameworks to analyze complex business challenges.. Ability to influence and work in highly matric organizations. Ability to work in highly collaborative environments and able to navigate through complexity Effectively manage priorities, deliverables, and timelines with little need for escalation Delivery ownership with vendor management.
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