Enterprise Service Mgmt Sr Analyst
On-siteHyderabad, Telangana, India
Job Summary
Assess, design, and onboard enterprise services across the ESM ecosystem, ensuring alignment with ESM standards and service design principles. Partner with Service Owners to document service scope, user journeys, and operational readiness requirements while applying service design methods to improve effectiveness. Contribute to ESM standards, templates, and governance artifacts, and support service onboarding and transition to the myPepsiCo platform with cross-functional teams. Assist in defining and tracking service success measures, adoption metrics, and benefits where required. This role operates within a matrixed environment, requiring strong collaboration and stakeholder engagement skills to shape intuitive, scalable user experiences.
Required Qualifications
- Bachelor's or master's degree in computer science or a related technical field
- Overall 9+ years of experience
- 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
Desired Qualifications
- 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
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