Architect - ServiceNow KM and Content

Overview

At PepsiCo, we’re redefining what it means to be a consumer products company with a digital-first mindset, and our ServiceNow Platform C4E team is leading that charge. C4E 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, C4E applies to all functions and domains providing services (e.g. IT). But it’s logically hosted in the “Centre 4 Enablement” 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.

THE OPPORTUNITY

You’ll be part of a tight-knit team in a growing Global Business Solutions area. It’s a high-profile role in which you’ll have plenty of opportunities to showcase your ability to not only lead a team but establish and maintain new customer relationships. As you do, you’ll be expected to showcase your technical, analytical, and consultancy skills – along with relationships that could define your career in a Product centric organization. We’ll support you in developing deep subject matter expertise so you can deliver on and exceed client expectations.

JOB PURPOSE

Reporting to the Lead Architect, the ServiceNow Solution Architect will be a technical consultant working to develop, design, and own technical solutions on the ServiceNow platform. You will provide administration, application development, maintenance, and technical support by using good practice web programming techniques to configure robust solutions to the client utilizing the ServiceNow platform.

Platform customization governance, in coordination with business stakeholders and the technology platform team to define and own the business roadmap of the platform, aligned to and consistent development practice with the ServiceNow technology capabilities roadmap.

Responsibilities

JOB RESPONSIBILITIES:

• Participation in requirement gathering phases to provide time estimation to users’ needs.

• To lead, design, and implement overall solution architecture comprising the conceptual, technical, and physical aspects and code review
• Responsible for review of plan, design, and implementation of the overall solution architecture comprising conceptual (functional and non-functional), technical and physical architecture
• Demonstrate Thought Leadership toward white space solutions
• Provide system & application-level solutions framework & methodologies
• Understand the customer requirements to build/identify areas that need to be POCed (Proof Of Concept)
• Actively participate in POCs and present to the customer
• Conduct research on service offerings, market trends, industry analyst interactions
• Provide architectural oversight and guidance for RFPs and ongoing project deliveries

• Expert with Javascript and ServiceNow Javascript API's
• Write/create custom business rules, client scripts; the script includes UI policies, ACLs, data policies, UI scripts
• Lead development effort of solutions in three (3) or more of the following specializations:
• ServiceNow Mainline Application(s) (ITSM, ITBM, CSM, HR, ITOM, etc)
• Service Portal (HTML, CSS, AngularJS, SASS, Bootstrap)
• Custom Application Development (Scoped Applications)
• 3rd Party Integrations Development (REST, SOAP, MID Servers, etc)
• Attend requirements review and validation sessions as required
• Participate in scrum ceremonies
• Deliver measurable, positive results within the client and team’s timeline resulting in positive feedback from clients
• Build on current platform knowledge by learning new modules and broadening skillset
• Continue learning service delivery solutions, technologies, and methodologies
• Maintain professionalism and an uninterrupted work environment during all client meetings and interactions
• Uphold excellent time management and organizational skills with an aptitude for creative problem-solving.
• Remain innovative, creative, self-directed…a great leader and team player with a record of accomplishment in managing multiple complex tasks
• Utilize strong communication, presentation, and writing skills
• Maintain current certifications, keep up to date on all Delta releases

MEASURES OF SUCCESS:

• Experience with Web Technologies (XML, HTML/CSS, AJAX, JavaScript, Web Services, etc.).
• Experience and deep understanding of ServiceNow Workflows and Flow Designer tools.
• Deep knowledge of KM, Portal, Content, Now Assist, AI Control Tower, A2A, MCP Server, HRSD, ITSM, ITOM, DevOps, and SecOps.
• Good understanding of ITIL processes.
• Good understanding of agile and hybrid Project Management methodologies.
• Knowledge of ServiceNow instance design and administration.
• Experience in an enterprise environment with multiple integration points.
• Strong analytical skills to identify problems and recommend solutions that meet business requirements.
• Good communication and interpersonal skills to effectively collaborate with users, stakeholders, and team members.
• Ability to work independently and take ownership of projects.
• Must be a team player to work with architects, platform administrators, and process owners.
• Experience in ServiceNow administration and development.
• Hands-on development, management, and deployment experience with ServiceNow.
• Troubleshooting, debugging, and problem-solving skills.

Must know tools like Excel, Visio, and other Microsoft products.

Qualifications

KEY QUALIFICATIONS & EXPERIENCES:

• At least 10 + years’ experience in developing and administrating the ServiceNow Platform.
• 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/ITSM process.
• JavaScript: 5 Years minimum.

 

Certifications Preferred:

• ServiceNow certified Master Architect (preferred), Certified Technical Architect( must)
• ServiceNow Admin and Developer certified in and working experience at least two or more modules (ITSM, HRSD,CSM, GRC, HR, SecOps)

Differentiating Behavior, Leadership Skills:

• Proactively research and resolve potential issues related to ServiceNow solution
• 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-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

 

OTHER INFORMATION

• Key internal relationships: IT Service and Regional Managers, IT Architects, IT Workplace, Network Services, IT Security, IT Applications, HR, IT Users, and Business Users.
• Key external relationships: External vendors, partners, and service providers.