Service Management Associate Analyst

This position is on the Global Service Management (GSM) Training and Communication team. This is part of the SIAM Operations team in the Global Technology Services organization. The role reports to the Director of GSM Process & Tools and managed by the Training and Communications Lead.

The training and communications analyst role is strategically positioned between the team's global process owners (GPOs) and the GSM end users, with the primary responsibility for ensuring all training and communication activities reflect the needs of the GSM user community. The training analyst will develop functional and procedural expertise across all modules in HP Service Manager and be able to create training materials in support of end-user education. In addition this position will also be responsible to coordinate the drafting and publications of release communications via various communications channels.

The ideal candidate will demonstrate an outstanding can do attitude and work ethic, while meeting deliverable deadlines and 'owning' pieces of the overall training and communications that are assigned. This individual will also be an excellent communicator with ability to deliver training using various mediums including instructor led, web-based or self-paced training.

Accountabilities to include:

Partner with GPO's and Sector process leads to identify training needs - content and medium

Partner with GPO's to develop training materials used to deliver training via multiple mediums including instructor led, web-based, or self-paced training

Work with Training and Communications lead to re-define, implement and support training and communications program

Work with training and communications lead to keep content on GSM Portal and PEPnet communities structured and current

Business analysis, requirements, coordination, and testing for GSM cross-module functionality such as email notifications, GSM Searching, auto close, etc

Coordinating and resolving incidents assigned to GSM Process Team

Develop a strong understanding of service management & ITIL processes and how they are leveraged to deliver value to customers

Provide cross module impact analysis for all new enhancements - work with developers and GPOs to document risks prior to release slotting

For Internal Use Only: SVM3

Education:

Bachelor's degree in IT, MIS, Business, or other related field

Work Experience:

6 months to 1 year experience in IT or business-related role (may include Internship)

Skills and Capabilities:

Excellent written and verbal communication skills

Knowledge of HP Service Manager is preferred

Knowledge of ITIL best practices is preferred

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin,

protected veteran status, or disability status.

PepsiCo is an equal opportunity employer Minorities/Females/People with Disabilities/Protected Veterans/Sexual Orientation/Gender Identity.

If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law (