Digital Experience Architect
4 weeks ago
About this role
We're seeking a highly skilled Digital Experience Architect to join our team at PepsiCo. As a key member of our digital transformation journey, you will be responsible for designing, developing, and deploying self-healing and automation solutions to ensure the IT Service Desk becomes automated and services move from humans to digital.
Key responsibilities
- Work on Systrack, UiPath, and other self-healing or IT Process Automation technologies.
- Implement Systrack use cases for self-healing across various IT systems and processes to drive a reduction in tickets/call volume.
- Collaborate with Service Desk and partners to identify opportunities for self-healing automation within the service desk.
- Conduct regular audits to ensure all implemented automations function correctly and comply with established protocols, including security & data privacy compliance.
- Maintain comprehensive documentation of all automated processes for future reference and training purposes.
- Stay current on the latest advancements in Systrack Selfheal, automation best practices, and other relevant automation and ITSM tools.
- Work with the Organization's Change Management team (OCM) to help the organization effectively adopt all self-heal & automation solutions.
- Organize and prioritize development efforts in an Agile manner, interface with vendors and management, and potentially coordinate the efforts of additional administrators.
Requirements
- Bachelor's degree in computer science, Information Technology, or a related field.
- Total 14+ 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.
What we offer
- 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
- Competitive compensation package.
- A flexible work environment that promotes a healthy balance between personal and professional life.
- A dynamic and inclusive culture.
- A supportive team that will foster your professional growth and development.
- Opportunity to work on relevant and impactful projects for the business.
- Opportunity to give back to the community with our volunteer programs.
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