Job Description

Responsibilities: Main Purpose of the role
PepsiCo’s Global Business Services is embarking on a multi-year initiative. The GBS Operating Model requires new ways of working as current business functions being performed in a siloed model are converted into standardized services, leveraging selected locations scale and practices (5 BSCs – Hyderabad, Cairo, Krakow, Mexico, Russia). Standing up a GBS organization requires a long-term Service Request System (SRS) solution to be implemented.
Objective: Implement a long-term SRS solution to enable new business functions included within all GBS locations in-scope to effectively and efficiently manage the new operating model required by GBS. Benefits: Elevate customer experience within GBS interaction, Real-Time Visibility of services, Business Process Monitoring, Document Management, Integrated Case Management, Integrated Live Chat, Mobile Search and Case Management, Satisfaction Surveys, SLA/OLA Measurement and Enforcement , Transition Management (onboarding, life and work events), Automated Issues Escalation.
Accountabilities

• Creates detailed designs for the project within the broader context of the overall IT landscape.
• Documents the conceptual design, design decisions, and the integration patterns and architecture for all systems interfacing with the solution. Main point of contact for Service Now Delivery integration with PGT
• Maintains architecture and design of solutions that meet business requirements in support of a given functional area
• Leverages compliance standards, enterprise patterns and common services
• Aligns solution architecture with IT architecture strategy and roadmaps
• Manages resolution of issues impacting the overall architecture
• Maintains awareness and knowledge of new concepts, emerging technology, architecture, industry and PepsiCo developments and proposes changes to solution architecture as necessary
• Acts as quality assurance (QA) lead and/or performs reviews on technical configuration, designs and builds to ensure all standards are met
• Manages the QA governance process.

Years of experience

• Minimum of 8-10 years of experience in solution delivery, architecture, and/or support disciplines
• Minimum of 5 years’ Service Now Technical Experience and Implementation. HR Module experience preferred

Main Purpose of the role
PepsiCo’s Global Business Services is embarking on a multi-year initiative. The GBS Operating Model requires new ways of working as current business functions being performed in a siloed model are converted into standardized services, leveraging selected locations scale and practices (5 BSCs – Hyderabad, Cairo, Krakow, Mexico, Russia). Standing up a GBS organization requires a long-term Service Request System (SRS) solution to be implemented.
Objective: Implement a long-term SRS solution to enable new business functions included within all GBS locations in-scope to effectively and efficiently manage the new operating model required by GBS. Benefits: Elevate customer experience within GBS interaction, Real-Time Visibility of services, Business Process Monitoring, Document Management, Integrated Case Management, Integrated Live Chat, Mobile Search and Case Management, Satisfaction Surveys, SLA/OLA Measurement and Enforcement , Transition Management (onboarding, life and work events), Automated Issues Escalation.
Accountabilities

• Creates detailed designs for the project within the broader context of the overall IT landscape.
• Documents the conceptual design, design decisions, and the integration patterns and architecture for all systems interfacing with the solution. Main point of contact for Service Now Delivery integration with PGT
• Maintains architecture and design of solutions that meet business requirements in support of a given functional area
• Leverages compliance standards, enterprise patterns and common services
• Aligns solution architecture with IT architecture strategy and roadmaps
• Manages resolution of issues impacting the overall architecture
• Maintains awareness and knowledge of new concepts, emerging technology, architecture, industry and PepsiCo developments and proposes changes to solution architecture as necessary
• Acts as quality assurance (QA) lead and/or performs reviews on technical configuration, designs and builds to ensure all standards are met
• Manages the QA governance process.

Years of experience

• Minimum of 8-10 years of experience in solution delivery, architecture, and/or support disciplines
• Minimum of 5 years’ Service Now Technical Experience and Implementation. HR Module experience preferred

Qualifications: Mandatory Technical Skills

• Minimum of 8-10 years of experience in solution delivery, architecture, and/or support disciplines
• Minimum of 5 years’ Service Now Technical Experience and Implementation.
• Broad understanding of general IT technologies and trends, industry standards, solution architecture, and trends in related technologies.
• HR Module and ServiceNow App Engine experience preferred

Mandatory Non-Technical Skills

• Ability to listen, build rapport and credibility as a strategic partner vertically within the function, as well as with leadership and functional teams
• Strategic thinker focused on business value results that utilize technical solutions
• Ability to set expectations with business partners and effectively use governance for a positive business partner experience
• Excellent written and verbal communication skills.
• Strong customer service and collaboration skills. Continually seek opportunities to increase customer satisfaction and deepen client relationships.
• Collaboration and Indirect Influence skills

Differentiating Competencies

• Experience implementing enterprise solutions at scale
• Ability to lead transformations from people, process and technology perspective
• Great people management skills
• Experience onboarding multiple business functions to ServiceNow
• Good understanding of Integration with other applications is a plus