Overview:
This role sits within PepsiCo’s global IT Operations team and focuses on transforming the way IT incidents and service requests are handled through intelligent automation and self-healing. The Self-Healing and Service Desk Automation Specialist plays a key role in designing, developing, and deploying automated solutions—primarily using SysTrack Selfheal—to proactively detect and resolve issues before they impact users. You’ll work closely with service desk teams, infrastructure engineers, and digital workplace specialists to identify automation opportunities, build playbooks, and continuously enhance system performance and user experience. Beyond technical delivery, the role emphasizes data-driven decision-making, agile collaboration, and end-user experience improvement. In essence, this role is about bridging IT operations and automation engineering—turning reactive support into proactive, self-healing systems that reduce tickets, improve MTTR, and enhance digital experience across the enterprise.
Responsibilities:
- Be a part of a global engineering team responsible for designing, developing, and deploying self-healing and automation solutions.
-
Design and implement automated solutions using SysTrack Selfheal to resolve IT incidents and service requests efficiently.
-
Drive improvements in the Digital Employee Experience (DEX) score through targeted automation and self-healing use cases.
-
Collaborate closely with the End-User Computing (EUC) and Global Workspace Services (GWS) teams to ensure the proper implementation of permanent fixes (solves) derived from Problem Management to address root causes impacting DEX.
-
Develop and maintain playbooks for self-healing actions, ensuring accuracy and effectiveness.
-
Integrate SysTrack Selfheal with existing IT infrastructure and monitoring tools.
-
Analyse incident and service request data to identify opportunities for automation.
-
Collaborate with the Service Desk team to identify and prioritize automation initiatives.
-
Continuously monitor and improve the performance of self-healing automation.
-
Provide technical support to the Service Desk team on SysTrack Selfheal functionalities.
-
Stay up to date on the latest advancements in SysTrack Selfheal, automation best practices, and other relevant ITSM/ITOM tools.
-
Agile software development practices for customizations to the platform and applications.
-
Implement ITSM modules, workflow customization, ticketing process automation, report development, dashboard creation, and system configurations.
-
Deliver a high level of knowledge and customer service within the ITSM Suite.
-
Organize and prioritize development efforts, interface with vendors and management, and potentially coordinate the efforts of additional administrators.
-
Consider dependencies, relationships, and integration points to ensure proper solution integration with other systems when applicable.
-
Effectively manage and execute high-level tasks assigned via user stories.
Qualifications:
- Bachelor’s degree in computer science, Information Technology, or a related field.
-
Total 11+ years of experience in IT Operations/Service Management/Service Desk /End User Computing arena:
-
5+ years of working knowledge of Selfheal or Digital Experience (DEX) monitoring tools, like Systrack, Nexthink, Riverbed, Aptean, etc.
-
8+ years of experience in IT Process Automation using tools like UiPath, Automation Anywhere, etc.
-
5+ Years of experience working on the ServiceNow Platform (ITSM, Process Mining, etc.)
-
10+ years of ITIL experience, certified ITIL v3 Expert/Intermediate or ITIL 4 Practitioner.
-
Excellent communication and problem-solving skills.
-
Must have very strong storytelling and MS PowerPoint skills.
-
Understanding of Agile ways of working – Scrum ceremonies.
-
Outstanding written and verbal communication skills in English and the ability to concisely express complex issues/solutions.
