Global Business Services (GBS) organization has been established to provide efficient and effective services to PepsiCo businesses globally, for all sectors, with a great user experience. . To enable this purpose, Enterprise Service Management (ESM) is implementing multiple technology platforms, including ServiceNow, as a service delivery platform across multiple business functions and capabilities

The Enterprise Service ManagementCase & Request Business Analyst supports the Enterprise Service ManagementCase & RequestLead as a Business Analyst.

• This role will have key responsibility of gathering requirements, working with in the Agile framework to craft User Stories for development, conducting demoes to facilitate feedback, and managing customer engagement for both Enterprise Case & Enterprise Request Processes..
• Other responsibilities include managing small project initiatives that could drive new improvements, integrations and data visualizations.
• This role will partner with ESM Service Design Lead, Service owners and service management capabilities across PepsiCo, including GBS, IT, HR, and others, to ensure consistency, scaleability, and effectiveness of the process at PepsiCo.
• This role will require extensive stakeholder engagement and matrixed relationship building in order to effectively translate business requirements in line with Enterprise Service Management standards.
• Role must have strong experience and up to date understanding of industry service management and service delivery process and technology solutions, as well as understanding and experience with ServiceNow, in order to ensure alignment of PepsiCo service management processes & solutions to industry best in class standards.

• Consults with Stakeholders across PepsiCo, including GBS and business stakeholders to gather and document functional requirements. Ensures requirements are then effectively understood by technical teams for implementation
• Collects translation requirements for new end user facing catalog items
• Administers Service Request Catalog in ServiceNow
• Derives business value for user story prioritization
• Creates and represents user stories with Agile product owner and SCRUM development team
• Liaison between customer and development team and coordinates all testing tasks including writing test scripts and product validation
• Uses ServiceNow system and follows ITIL practices
• Uses Azure DevOps to manage Agile/SCRUM work
• Works with Global Process Owner’s to prioritize work
• Partner with development team to configure languages and coordinate test resources to validate translations

• 6+ years of experience as a Business Analyst
• 4+ years’ experience with ServiceNow

Mandatory Technical Skills:

• Uses Azure DevOps to manage Agile/SCRUM work
• ServiceNow administration, experience with Service Catalog and Flow Designer a plus
• Requirements gathering, including data modeling, flow charts, integrations etc.
• Use case or user story writing
• Perform software testing using proven methods including test cases, test scripts, automated testing, etc.
• Proficient in MS Office suite, including Teams, Visio, and SharePoint

Mandatory Non-Technical Skills:

• Excellent communication and collaboration skills and uses these to work seamlessly with customer and technical teams
• Skilled problem solver with the desire and proven ability to create innovative solutions
• Self-motivated and self-managing
• Ability to analyze requests and derive quality requirements
• Demonstrate accountability, independent initiatives, and willingness to lead and work with teams across multiple locations and time-zones
• Ability to adapt to a changing environment
• Familiarity with software development preferred
• Experience with Agile methodologies and tools like Azure DevOps
• ITIL knowledge is a plus