Digital Experience Architect

1 month ago

Hyderabad, Telangana, India PepsiCo Full time
Job Summary

We are seeking a highly skilled Digital Experience Architect to join our team at PepsiCo. As a key member of our IT organization, 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 (Automation).

Key Responsibilities
  • Work on Systrack, UiPath, and other self-healing or IT Process Automation technologies to implement ITSM modules, workflow customization, ticketing process automation, report development, dashboard creation, and system configurations.
  • 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.
  • 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.

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.
  • 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

What We Offer
  • 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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