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Help Desk Lead
hace 2 horas
We Are PepsiCo
Join PepsiCo and Dare for Better We are the perfect place for curious people, thinkers and change agents. From leadership to front lines, we're excited about the future and working together to make the world a better place.
Being part of PepsiCo means being part of one of the largest food and beverage companies in the world, with our iconic brands consumed more than a billion times a day in more than 200 countries.
Our product portfolio, which includes 22 of the world's most iconic brands, such as Sabritas, Gamesa, Quaker, Pepsi, Gatorade and Sonrics, has been a part of Mexican homes for more than 116 years.
A career at PepsiCo means working in a culture where all people are welcome. Here, you can dare to be you. No matter who you are, where you're from, or who you love, you can always influence the people around you and make a positive impact in the world.
Know more:
PepsiCoJobs
Join PepsiCo, dare for better.
The Opportunity
The Help Desk Support role is the first point of contact for technical and operational issues related to the Enterprise Contract Lifecycle Management (ECLM) platform (Icertis). This position ensures system stability during deployment and beyond, providing Tier 1 and Tier 2 support, troubleshooting issues, and maintaining compliance. The role is critical for sustaining and optimizing the CLM system, managing contracts, workflows, and clause libraries to meet business objectives. The ideal candidate will develop deep expertise in contract lifecycle processes to drive operational excellence.
Your Impact
As ECLM Capability Sustainment Lead your scope would consist of:
Support business operations post deployment for each organizational business unit ,Provide guidance on best practice to support the stakeholders,Serve on the Global Capability Center Team with primary responsibility for supporting and administering Icertis the CLM business process,Act as the primary contact for ECLM-related inquiries and proper identification and routing of technical issues.,Troubleshoot and resolve system errors, workflow issues, and user access problems within Icertis.,Manage help desk tickets using ITSM tools (e.g., ServiceNow), ensuring SLA compliance.
Who Are We Looking For?
Education
Bachelor's degree in IT, Business, or related field (or equivalent experience).
Experience
5+ years of experience in help desk or technical support roles.
Hands-on experience with contract management systems (preferably Icertis CLM).
Strong troubleshooting and problem-solving skills.
Experience with ServiceNow or other ticketing platforms for incident and request management.
Excellent communication and interpersonal skills for effective collaboration with cross-functional teams and end-users.
Ability to navigate organizational structure and identify the right stakeholders for query escalation.
Experience working within a Business Application Teams or similar centralized support organization.
Ability to leverage relationships to understand, document and communicate processes and change implications for cross functional alignment
Familiarity with delivery expectations to prioritize rapid, incremental, compliant, secure, and scalable implementations.
Adaptability and flexibility that includes the ability to manage deadline pressure, ambiguity, and change
Strong influencing and facilitating skills in working with stakeholders at all levels in the organization and across departments
Able to solve highly complex problems within their work team
Ability to work flexible in adjusting & reprioritizing to meet changing needs in a fast-paced environment and business priorities.
Preferred Skills
Experience with Icertis integrations (SAP, Coupa, CRM systems).
Knowledge of SQL or reporting tools for data analysis.
Understanding of contract lifecycle processes and legal terminology.
ITIL certification or experience in IT service management.
If this is an opportunity that interests you, we encourage you to apply even if you do not meet 100% of the requirements.
What can you expect from us:
• Opportunities to learn and develop every day through a wide range of programs.
• Internal digital platforms that promote self-learning.
• Development programs according to Leadership skills.
• Specialized training according to the role.
• Learning experiences with internal and external providers.
• We love to celebrate success, which is why we have recognition programs for seniority, behavior, leadership, moments of life, among others.
• Financial wellness programs that will help you reach your goals in all stages of life.
• A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle.
• And because your family is also important to us, they can also enjoy benefits such as our Wellness Line, thousands of Agreements and Discounts, Scholarship programs for your children, Aid Plans for different moments of life, among others.
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.
