Overview At PepsiCo, we’re redefining what it means to be a consumer products company with a digital-first mindset, and our Global Business Solutions ESM team is leading that charge. ESM is a cultural model, as it brings a “service mindset” to the organization’s work. It focuses on designing and delivering services that generate measurable value and provide a consumer-grade experience to the business and the end users. By definition, ESM applies to all functions and domains providing services (e.g., IT). But it’s logically hosted in the “Global Business Services” organization. Our technology teams unlock digital capabilities, enhance cybersecurity safeguards, deliver data-driven insights, and create unmatched consumer and customer experiences. Our culture is guided by the PepsiCo Way, a set of values that define our mission to win with purpose in the marketplace and act with integrity in everything we do. We’re creating smiles with every sip and every bite while advancing a sustainable, socially impactful agenda that promotes our goal of Winning with Purpose. JOB PURPOSE The main purpose of this role is to support the overall ESM program to ensure delivery excellence. This role provides thought leadership, reviews delivery plans, mitigates risk, and ensures alignment for planned releases. Manage coordination, communications, and relationships with the ESM DevSecOps teams, solution architects, platform team, vendors, and business partners on the ServiceNow platform. Ensures alignment across unrelated projects to ensure consistent governance and Agile methodologies are followed. Responsibilities include exploring new business IT initiatives, technology consulting, IT Service delivery, value realization and proposal development, and funding approvals. The position ensures business value through technology leverage, and IT cost quality, and process efficiency. The ESM team follows an Agile project methodology and requires an individual who has good multi-tasking and organizational skills. The successful candidate must also have sound analytical skills, and the ability to communicate at all levels and work independently or within a team environment. Responsibilities Analysing Business Processes: The analyst must analyse business processes and document functional & technical requirements to increase operational maturity. This includes understanding how Gen AI models across the robust Now Platform are enabling supercharged experiences that help people and organizations work smarter and more productively while creating unprecedented value Provide technical vision and leadership to the ServiceNow DevSecOps team Be a champion for Continuous improvements and driving CICD culture Manage relationships with 3rd party vendors for resourcing and technology roadmaps 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 (Requirements/User Story Creation) Assist with open issues/risks to resolve and/or mitigate. Responsible for establishing and driving cooperation between teams and stakeholders (IT and Business) Resource Management/allocation oversight Assure all processes are adhered to for dev, test (QA), and deploy (Pre-Prod and Prod) Monitor Hypercare (after deployment)Define Project Goals and Objectives: Clearly define the project goals and objectives. Make them SMART (Specific, Measurable, Action-oriented, Realistic, and Time-bound) and FAST (Frequently Discussed, Ambitious, Specific, and Transparent) Develop a Detailed Project Plan: Develop a detailed project plan that includes expected deliverables, ServiceNow applications and plugins to be deployed or customized, the impacted stakeholders and processes, third-party tools, assumptions, and out-of-scope items2. Effective Communication: Ensure transparent communication with all stakeholders. This includes holding workshops and drop-ins with end users and having a solid training plan ahead of your go-live3. Monitor and Adjust: Regularly monitor the project’s progress and make necessary adjustments1. Use Project Management Software: Utilize project management software to track progress and manage resources1. Foster a Positive Team Culture: Create a positive team culture that encourages collaboration and innovation1. Ensure Appropriate Designs: Ensure appropriate designs are signed off and prioritized through the SCRUM process. Avoid Silos: Emphasize the role of the ServiceNow solution architect to avoid siloed thinking2. Decide the Approach: Decide if you want a big bang or a phased approach. If the big-bang approach is the only viable option, set up multiple project streams and reasonable milestones. Also, need to be aware of the expansion of GenAI capabilities in ServiceNow, such as playbook generation, app generation, and knowledge article generation. Empower developers and supercharge team productivity, which would be crucial in managing a complex project. Qualifications 8+ years of professional experience in IT Delivery and/or consulting experience 2+ years of experience running Service Mgmt ServiceNow projects 3+ years of people and vendor management, with a bachelor’s degree in computer science, information systems, or another related field (or equivalent work experience). Broad exposure to IT infrastructure and application landscape, ideally with technical depth in a discipline/IT Service Management process. ServiceNow Certified System Administrator (CSA). ITIL v4 Foundation Understanding of build and deployment of platforms, tools, and services Program-scaled Release Management expertise Strong root cause analysis, debugging and troubleshooting skills Experience with production issues and driving escalations Executive presence, maturity, and savvy to lead and collaboratively guide Business and technology teams Capability to manage multiple vendor relationships to ensure effective design, delivery, and governance of the program Coaching/Facilitation skills Demonstrated ability to translate complex technical topics/issues to nontechnical partners/stakeholders Proactively research and resolve potential issues related to the ServiceNow solution The position requires strong communication skills, collaboration, adaptability, escalations, and work reprioritization due to rapidly changing S&T Enterprise Service Management business conditions influenced by program requirements, risk management, and driving positive digital employee experiences Curiosity and the ability and willingness to figure out something new maybe that they’ve never seen before Ability to deal with competing priorities while staying productive Strategic thinker focused on business value results that utilize technical solutions Skilled at conflict resolution and problem[1]solving to achieve win-win outcomes Ability to influence and motivate others using personal rather than positional power An outside-in focus: outstanding end-customer relationship skills.