ServiceNow - Senior Manager

Overview

The ESM Service Portfolio role supports the Product Owner in managing all functional requirements related to Service Portfolio Management for the PepsiCo Enterprise Service Management process and platform (ServiceNow). The role facilitates gathering the requirements for Service Portfolio Management across S&T and non-S&T , partnering with transformation and capability ESM teams to deliver the requirements, and managing the ongoing continuous improvement of the Service Portfolio management process and solution.

Responsibilities

Service Portfolio Management: Collaborate with Portfolio Owners to create, modify, and update sub-portfolios, ensuring alignment with organizational objectives.,

Service Design Coordination: Work closely with Service Owners to design and create new services and service offerings, facilitating innovation and service excellence.,

Service Lifecycle Management: Coordinate with Service Owners and Service Delivery Owners to modify or retire existing services and offerings, maintaining relevance and efficiency.,

Relationship Establishment: Establish and manage relationships of service offerings with a) catalog items (liaison with Service Design, Service Owner, GPO Service Request) b) application services (for technical services) (Liaison with APM & Enterprise Architecture) c) impacted sectors (Liaison with Service Owners & Delivery Managers) d) anchor markets, and (Liaison with Service Owners, Sect,

Performance Reporting Support: Assist in service performance reporting by ensuring delivery teams are associating offerings with incidents, cases, changes, requests, and other transactional processes to ensure comprehensive monitoring. a) Liaison with Service Performance GPO, respective process GPOs, ESM Leads and POCs ,CMDB

Audit Compliance: Address Correctness, Completeness, and Compliance (CCC) tasks for services and offerings based on Configuration Management Database (CMDB) audit health rules. a) Work with Service Business Analysts from all S&T transformation & Capability teams b) Work with IT CMDB GPO

Qualifications

Total 8-10 years of experience in Service Now (with experience in Service Mapping or CSDM)

Experience in CMDB related activities

Must be a ServiceNow Practitioner