Overview The Enterprise Service Management (ESM) 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 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 Services Experience Information Architect for Enterprise Service Management (ESM) COE team works with key partners & stakeholders across PepsiCo to enable a common, consistent, and intuitive user experience. Primary accountability is to define, govern, and sustain the Information architecture for the PepsiCo company intranet and services platform (myPepsiCo), as well as supporting tools and solutions. The role will work closely with cross-functional teams to understand business requirements, analyze data sources, and develop strategies to ensure efficient and effective management of information sources across PepsiCo. Responsibilities Develop comprehensive information architecture strategies & frameworks to support Enterprise Service Management products and services, ensuring alignment with overarching business requirements and enhancing the employee experience Conduct user research, including user interviews, surveys, and usability testing, to understand user behaviors, goals, and preferences. Create user personas, user flows, and journey maps to visualize and communicate user interactions and information needs. Collaborate with designers to translate user insights into sitemaps. Work closely with content creators to ensure that information is structured and presented in a clear, concise, and user-friendly manner. Conduct heuristic evaluations and usability audits to identify information architecture issues and propose solutions for improvement. Advocate for user-centered design principles and best practices throughout the product development process. Stay updated on industry trends, emerging technologies, and UX methodologies to continuously improve our approach to information architecture Present strategy, recommendations and solutions clearly and concisely and focus on key points to portray the intended message or purpose Apply strategic and analytic thinking in order to define practical solutions that align with Enterprise Service Management strategy Effectively manage priorities, deliverables and timelines with little need for escalation Support the business functions in implementing the ServiceNow features and functionalities through the functional releases, as per agreed roadmap. Qualifications 5 to 7 years experience in relevant roles such as Service Experience design, data architecture, portal/mobile design with 3 to 5 years experience with ServiceNow preferred Experience with Design thinking methods and UX design required Experience applying strategic frameworks to analyze complex business challenges Ability to make business recommendations and successfully implement them across an organization Ability to gain support for new ideas and align stakeholders. Organizational change Management experience is a plus Experience in service experience design, implementation, configuration, or support of ServiceNow especially related to service catalog, data, portal, mobile, or other channels Experience working on global projects or implementations Exceptional communication skills. Proficiency in English language Ability to work collaboratively and proactively with multi-functional teams Effectively manage priorities, deliverables, and timelines with little need for escalation
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