Business Analyst - Service Catalog - Enterprise Service Management - FMCG

Enterprise SM Service Catalog Business Analyst

The Enterprise Service Management Service Portfolio Management Business Analyst 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 GBS, partnering with ESM and IT to deliver the requirements, and managing the ongoing continuous improvement of the Service Portfolio management process and solution. This role was approved as a permanent role in the GBS ServiceNow Capex.

Service Now Responsibilities -

- Represent, maintain, and prioritize all Service Catalog management functional requirements for implementation in ServiceNow across GBS. Manage and prioritize ongoing backlog of Service Catalog related requirements & enhancements across GBS.

- Provide input to the development of a user friendly, intuitive Service Catalog solution for GBS and the broader enterprise leveraging Service Portfolio management process.

- Ensure a user friendly, intuitive Service Catalog solution for GBS and the broader enterprise leveraging Service Portfolio management process.

- Monitor ongoing backlog of Service Catalog related requirements & enhancements across GBS and ensure alignment with program priorities.

- Support Service Portfolio management process on the design, development and implementation of enterprise service management platform (ServiceNow) and provide input into the unified employee experience design as it relates to Service Catalog management.

- Work with Product Owner to communicate, maintain, and prioritize all Service Catalog management functional requirements for implementation in ServiceNow across GBS.

- Monitor KPIs and performance data to drive continual service improvement with service owners

- Collaborate with Service catalog leads and Service owners across other products implemented in ServiceNow (IT, Infosec) to ensure consistency in process, metrics, and continuous improvement of Service catalog management in ServiceNow.

- Supports Service catalog Product owner in collaborating across GBS Hubs and Functions to ensure two way communication between the function and Ecosystem/ESM team (feedback, requirements, operational needs as related to process improvement)

- Support Service catalog Product owner, ESM and Ecosystem on change management related to launch and adoption of Service Portfolio Management solution within ServiceNow across GBS.

- Support Service catalog management Product owner in planning future roadmap/strategy for Service Portfolio management

- Assist in development of Service Portfolio management related standard process documentation, operating procedures, training material, and ensuring information is consumable for the organization.

Key Skills/Experience Required :

- Experience professional with having atleast 2 years of ServiceNow functional consulting in the area of Service Portfolio Management including designing, defining and implementation of processes on ServiceNow platform

- 3-6 years of experience in Service Portfolio management or or related roles (ie: Service design, service request management, reporting & analytics, service management)

- Exceptional communication skills. Proficiency in English language.

- Ability to work collaboratively and proactively with multi-functional teams

- Broad understanding of the current and emerging Service management trends and developments

Differentiating Competencies Required

- Strong analytical acumen

- 3-6 years of experience in Service Portfolio Management on ServiceNow platform, Remedy, HPSM, Sharewell

- Preferred experience in ServiceNow platform

- Preferred to have good understanding of ITIL processes and implementation experience

- Exceptional communication skills. Proficiency in English language. Able to represent complex topics verbally and visually to leadership in a concise manner

- Experience working on global projects or implementations,

- Should have good experience in managing data over excel sheets, and have good hands on experience on Powerpoint presentation