Job
Description
Overview At Pepsico were redefining operational excellence with a data-driven mindset, and our Global IT team is at the forefront of this transformation. Our technology teams leverage advanced analytics to deliver predictive insights, enhance operational efficiency, and create unmatched consumer and customer experiences. Our culture is guided by our core values which define our mission to excel in the marketplace and act with integrity in everything we do. Were creating value with every initiative while promoting a sustainable and socially impactful agenda. Responsibilities Key Areas Predictive AI-based Operations ServiceNow Now Assist at Service Desk and Digital Experience Descriptive Analytics and Insights generation on ServiceNow Data Azure Cloud, Data Architecture and Azure ML Services for Global Service Desk, IT Service Management (ITSM) and Global Workplace Leadership & Stakeholder Management Responsibilities Predictive Ops and IT Experience ManagementLeverage your extensive domain expertise in ServiceNow ITSM, Service Desk Management, and End User Experience Management to identify areas for improvement and opportunities for AI and Predictive IT Ops applications, and building capabilities and optimizing Workplace Efficiency Azure Machine LearningLead the exploration and identification of Predictive and Forecasting use cases specifically tailored to the ServiceNow platform, focusing on maximizing business impact and user adoption using Azure stack. Utilize Azure Machine Learning to develop and deploy predictive models, ensuring integration with Azure services and seamless operationalization. Product ManagementPrioritize and manage the Digital Brain (i.e. AI use cases) product backlog, ensuring the timely delivery of predictive models, features, and improvements. Oversee the release of high-quality predictive solutions that meet organizational goals. Leadership and ManagementPartner with the leadership to develop a strategic roadmap for applying AI and Predictive capabilities across ITSM, Service Desk, and Digital Experience functions leveraging ServiceNow data. Stakeholder CollaborationCollaborate extensively with stakeholders to understand pain points and opportunities, translating business needs into precise user stories and actionable tasks. Ensure clear communication and alignment between business objectives and technical implementation Lead other team members in the different digital projects acting as a data science lead for the project. Act as a subject matter expert across different digital projects. Act as stream leader in innovation activities Partner with product managers in taking DS requirements and assessing DS components in roadmaps. Partner with data engineers to ensure data access for discovery and proper data is prepared for model consumption. Lead ML engineers working on industrialization. Coordinate work activities with Business teams, other IT services and as required. Drive the use of the Platform toolset and to also focus on 'the art of the possible' demonstrations to the business as needed. Communicate with business stakeholders in the process of service design, training and knowledge transfer. Support large-scale experimentation and build data-driven models. Experience in cloud-based development and deployment (Azure preferred) Set KPIs and metrics to evaluate analytics solution given a particular use case. Refine requirements into modelling problems. Influence product teams through data-based recommendations. Research in state-of-the-art methodologies. Create documentation for learnings and knowledge transfer. Create reusable packages or libraries. Experience in leading contractors or other team members Qualifications EducationBachelors or Masters degree in computer science, Information Systems, or a related field. ExperienceExtensive experience (12+ years) in ITSM / Service Desk Transformation / IT Operations arena with exposure to predictive intelligence, data architecture, data modelling, and data engineering, with a focus on Azure cloud-based solutions. Technical Skills: Knowledge of Azure cloud services, including Azure Data Factory (ADF), Azure Data Lake Storage (ADLS), Azure Databricks (ADB), and Azure Machine Learning. Domain KnowledgeDeep understanding of ServiceNow modules, specifically ITSM related to incident, problem, request, change management coupled with extensive knowledge of predictive analytics, data science principles. Understanding and visibility into IT Operations and Support services including, Global Workplace Services like End user compute, Workplace management solutions, Unified Communications and Collaborations is an added advantage. Analytical Skills: Outstanding analytical and problem-solving skills to translate extensive business experience into highly effective predictive intelligence solutions. CommunicationExceptional communication and interpersonal skills, honed through years of collaboration with diverse stakeholders and vendors. MethodologiesExtensive experience with agile methodologies and a record of working in highly dynamic and agile development environments. Project ManagementProven ability to manage multiple projects concurrently, prioritizing tasks effectively to drive impactful results. LeadershipDemonstrated leadership and management capabilities, with a track record of guiding teams to achieve strategic goals and fostering a collaborative team environment. Strong Knowledge in Statistical/ML/AI techniques to solve supervised (regression, classification) and unsupervised problems, with focus on time series forecasting. Experiences with Deep Learning are a plus. Functional Knowledge at least one of these IT Service Management (ITSM) IT Service Desk ServiceNow (ITSM Module) Digital Workplace Services Technical Knowledge Azure Machine Learning (AML) Mandatory Azure Databricks (ADB) Mandatory Azure Data Factory (ADF) Optional Azure Data Lake Storage (ADLS) Optional Certifications at least one of these Azure Fundamentals (AI-900) Azure AI Engineer Azure Data Scientist ITIL Foundation or above
