Service & Knowledge Mgmt Sr Analyst

Overview

Knowledge Management Sr Business Analyst supports the Product Owner and KM Lead in managing all functional requirements related to Knowledge management for the PepsiCo process TPM, NA process transformation and platform (ServiceNow). The role facilitates gathering the requirements for Knowledge management across GCC, partnering with PE&A and IT to deliver the requirements, and managing the ongoing continuous improvement of the Knowledge management process and solution.

Responsibilities

• Support the KM Lead in driving the ServiceNow migration projects, suggest an appropriate approach, define processes, develop discussion materials & communications, understand the varied knowledge assets, and help drive the discussions with the Capability leads/team members for an effective knowledge migration.
• Support the KM Lead in streamlining the existing knowledge bases and executing processes for on-going maintenance of the Knowledge Database.
• Strong interpersonal skills, team player, stakeholder management, change management, communication, detail-oriented, motivational, influencing skills and clarity of thoughts.
• Collaborate with Knowledge Product owner, Knowledge management leads and knowledge managers across other knowledge bases implemented in ServiceNow (IT, Infosec) to ensure consistency in process, metrics, and continuous improvement of Knowledge management in ServiceNow
• Support Knowledge Product owner, ESM and Ecosystem on change management related to launch and adoption of Knowledge Management solution within ServiceNow across GCCs/Sector/function
• Support Knowledge management process on the design, development and implementation of enterprise service management platform (ServiceNow) and provide input into the unified employee experience design as it relates to Knowledge management

Qualifications

• Experience with IT platforms within GCC or Service Management organizations including design, configuration, development and implementation
• 3-5 years of experience in Knowledge management or related roles (ie: content management, reporting & analytics, service management)
• Exceptional communication skills. Proficiency in the English language.
• Excellent communications, time management and multi-tasking skills
• Communicating with and presenting to stakeholders if needed.
• Organizational and project management skills, including the ability to lead diverse cross-functional teams.
• Demonstrated customer focus and service-oriented attitude with a high attention to detail.