Enterprise Service Mgmt Sr Analyst

Overview

The Enterprise Service Management (ESM) Service Design POD role supports the definition, design, and onboarding of enterprise services across PepsiCo, ensuring services are user‑centric, scalable, and aligned to Enterprise Service Management standards.

 

This role works closely with the ESM Service Design Lead to support service assessment, design, and operational readiness across the ESM ecosystem, including ServiceNow and the myPepsiCo platform. The focus of the role is to help ensure services are designed consistently and delivered in a way that enables a common, intuitive, and effective user experience.

 

Partnering with Service Owners and service management capabilities across S&T, non‑S&T, IT, and other enterprise functions, the role contributes to shaping new services, improving existing ones, and supporting smooth onboarding and transition into enterprise platforms. The role operates in a matrixed environment and requires strong collaboration, communication, and stakeholder engagement skills.

 

In addition to core service design responsibilities, experience in process improvement, value realization, and benefits measurement is considered an asset, supporting the ability to articulate service outcomes, track adoption, and contribute to understanding the value delivered through ESM services.

Responsibilities

• Support the assessment, design, and onboarding of enterprise services in line with ESM standards and service design principles
• Partner with Service Owners to document service scope, user journeys, and operational readiness requirements
• Contribute to ensuring a consistent and intuitive end‑to‑end user experience across ESM services
• Support service onboarding and transition to the myPepsiCo platform, working with cross‑functional teams to enable smooth adoption
• Apply service design methods to understand user needs and improve service effectiveness
• Contribute to ESM standards, templates, and governance artifacts
• Support basic process analysis and improvement activities related to service design and delivery
• Assist in defining and tracking service success measures, adoption metrics, or benefits where required

Qualifications

Qualifications:

•  Bachelor’s or master’s degree in computer science or a related technical field.
• Overall 9+ years of experience is required
• Experience in service design, service management, or related ESM /KM/PEX environments
• Understanding of service management frameworks and service delivery concepts
• Familiarity with ServiceNow or similar service management platforms and tools
• Ability to collaborate effectively with Service Owners and cross‑functional teams
• Strong communication skills and comfort working in a matrixed organization

Additional Skills Considered an Asset

• Experience or interest in process improvement or continuous improvement practices
• Exposure to value realization, benefits tracking, or KPI definition
• Ability to work with data to support service performance and adoption insights