Ppm/clarity Support and Service Management Analyst

hace 2 semanas

Miguel Hidalgo, México PepsiCo A tiempo completo

Overview:
We Are PepsiCo

PepsiCo products are enjoyed by consumers more than one billion times a day in more than 200 countries and territories around the world. PepsiCo generated more than $79 billion in net revenue in 2021, driven by a complementary beverage and convenient foods portfolio that includes LAY’S ®️, DORITOS ®️, CHEETOS ®️, GATORADE ®️, PEPSI ®️, QUAKER ®️ and more. PepsiCo's product portfolio includes a wide range of enjoyable foods and beverages, including many iconic brands that generate more than $1 billion each in estimated annual retail sales.

Guiding PepsiCo is our vision to Be the Global Leader in Beverages and Convenient Foods by Winning with PepsiCo Positive (pep+). pep+ is our strategic end-to-end transformation that puts sustainability and human capital at the center of how we will create value and growth by operating within planetary boundaries and inspiring positive change for planet and people.

Our employees drive our culture. No two days are the same; we are dynamic and full of passionate teams that embrace new ideas through our collaborative spirit. At PepsiCo, we know that our company can only succeed when our associates and the society we serve flourishes. We are committed to fostering a diverse workforce by creating a collaborative, equitable and inclusive space where everyone, regardless of what we look like, where we come from or who we love, has a voice. At PepsiCo we create a Space to be y( )u.

Join PepsiCo, dare to transform.

**Responsibilities**:
The oportunity

The PPM Support and Service Management Analyst is a key contributor in the IT Strategy and Portfolio Management (S&P) organization. The IT S&P organization imagines the future technology vision, strategy, and priorities to empower PepsiCo’s ambitions and optimize value. The PPM Support and Service Management Analyst is responsible for leading the service management activities related to the tools and framework the PPM team owns. The position will be leading all the day-to-day activities of service management, tech support, process documentation and process development.

This role will partner closely with functional partners within IT as well as business partners including Corp S&T to provide demand management, portfolio, project, and product management services to the PepsiCo organization.

Your Impact

As The PPM Support and Service Management Analyst your scope will consist of:

- Contributes for developing the PPM product vision and value proposition.
- Contributes to developing the PPM priorities and product roadmap.
- Contributes to the service management priorities within the backlog.
- Contributes and control the Service management agenda.
- Provides tech support to the PPM tools (Clarity, PowerSteering, uPerform, etc).
- Provides training with best practices, business process, systems and other guidance for end users.
- Develops and maintain well defined QRGs for end users in regards of the PPM framework.
- Contributes in the solution’s validation (testing) developed by the PPM Product team
- Oversee and guide all activities of the Service team.
- Coordinate SLA creations. (through Interaction with the business team).
- Monitors department issues and client complaints.
- Develop problem/incident management and service improvement plans.
- Ensure customer/business, client, support, technical parties are represented in the definition and evolution of services.
- Maintain customer relationships.

Qualifications:
Who Are We Looking For?

**Education**:

- Bachelor’s degree in a Computer Science, Engineering, or related technical field.
- Fluent speaking and writing in English

**Experience**:

- +3 years experience service management role.
- Strong relationship building and collaboration skills across diverse and matrixed stakeholders and customers.
- Experience with Broadcom Clarity PPM, upland PowerSteering is a plus.
- Experience in customer
- and user-facing roles, including but not limited to a combination of interviewing, meeting facilitation, presentation, conflict resolution and negotiation.
- Ability to prioritize and balance multiple stakeholder priorities and deadlines simultaneously.
- Demonstrated ability to communicate complex technical information in a condensed manner to various stakeholders verbally and in writing.
- Strong analytical and critical thinking skills.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We respect and value diversity as a work force and innovation for the organization.

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