Senior Manager - ESM Omnichannel

Overview

The Enterprise Service Management (ESM) organization has been established to define, implement and manage Service Management Excellence across PepsiCo enterprise. From the organizational perspective ESM in Process Excellence and Transformation 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 Omnichannel Analyst will partner with service owners and capabilities across PepsiCo to deliver omnichannel functionality (agent chat, voice, virtual agent (chatbot), search, etc.) aligned to product vision and strategy, ensuring alignment with PepsiCo business objectives and aligned to the omnichannel strategy for ESM and the broader PepsiCo Digital Employee Experience (DEEx).

The focus for this role will be implementing features based on business needs and value realization. Responsibilities include collaborating with stakeholders, gathering requirements, guiding the development teams, and ensuring product quality and user experience through thorough design, testing and governance. Additional duties include maintaining documentation, developing training materials, and providing ongoing business support.

Responsibilities

• Assess & evaluate high level business requirements and services for fit within PepsiCo Enterprise Service management omnichannel solutions, both ServiceNow and other related solutions if necessary. Partner with product owners and make recommendations aligned to overarching ESM strategy, and ServiceNow release/Product roadmaps.
• Manage product demand and prioritize backlog based on business needs, speed to value, technical feasibility, and user desirability.
• Collaborate with key business stakeholders globally across the enterprise to gather requirements and be the liaison between business and the delivery team teams. Participate in discovery interviews with stakeholders and conduct user research.
• Oversee thorough testing ensuing consistent and acceptable level of performance from omnichannel solutions, ensuring product quality and adherence to compliance and security standards.
• Maintain training materials and provide ongoing support to all stakeholder groups.
• Ensure compliance with PepsiCo policies, international regulations (SOX, GDPR) and best practices for data privacy and security.
• Effectively manage priorities, deliverables and timelines with little need for escalation
  
  

• ServiceNow is must skills.
• 7-10 years experience in relevant roles such as business analyst, process design, product ownership, or development in ServiceNow platform. Some experience specifically in designing, configuring, or implementing Virtual Agent/NowAssist in ServiceNow.
• Experience with writing, curating and testing for omnichannel solutions which include but not limited to ServiceNow Virtual agent, search, telephony and workspace
• Understanding of scrum principles and agile software development methodologies.
• Understanding of and passion for Conversational AI technologies based on LLM
• Ability to gain support for new ideas and align stakeholders. Organizational change Management experience is a plus.
• Exceptional communication skills, written skills, and business acumen.