Analyst - Europe ITSM

Overview
Within IT, the Europe IT Service Management team leads the maturation and
governance of key IT support processes and provides performance insights to
drive continuous service improvements. Our processes, services, and tools
serve as a key entry point for an extensive set of IT and non-IT users seeking
and providing support of IT services and products across the globe for
PepsiCo.Sector Change Approver Change Management Analyst, this Role is
expected to very closely work with IT Infrastructure and Operations Teams,
Sector Change Manager, and PepsiCo Technology Partners (HCL, Cognizant, etc.)
Vendors. This role involves assessing and reviewing change requests validity;
prepeares agenda for Europe Sector Change Advisory Board (CAB); governance to
ensure KPIs are met as per set guidelines. Release Management Analysis. This
role works closely with Functional Release Managers across Enterprise
Solutions, IT I &O and CTO Teams. This role involves governance and oversight
of all Sector Specific releases. In addition, depeautises for the EUROPE
Release Manager facilitating Sector Release Advisory Board for sector and
global releases
Responsibilities
Sector Change Management Analysis
o Reviews and validates change request content is complete and accurate.o
Reviews and validates priority, impact and risk.o Compares change request to
existing change schedule and adjusts change request scheduling, if needed.o
Validate accurate Risk and Impact assessment.o Ensure the change has been
planned and tested prior to CAB with relevant artifacts attached.o Preapres
agenda for EUROPE CAB and deputies Sector Change Manager in CAB facilitation.o
Approves changes on behalf of EUROPE CAB Members.o Review and validates
Emergency changes are tested and approved in timely manner.o Performing Post-
Implementation review for Europe changes with Moderate or High-Risk.o Reviews
Incidents resulted from Change and ensure that remediation activities are in
place.o Participate in MyService release testing for Change Management
Process.o Train-the-trainer and communicate within EUROPE.o Owns Standard
Change process across all regions within EUROPE.o Performing quarterly
Standard Change reviews, ensuring content is accurate and compliant.o Owning
any remediation activities to ensure Standard Change templates are PICT
compliant.
Sector Release Management Analysis
o Collects & reviews Sector planning metrics & evaluates the teams execution
performance to release controls & policy.o Coordinates with Functional RMs &
project/support RMs on release delivery across the entire Sector. o Monitors
the release lifecycle phases, risks & issues and participates in Sector RAB as
a key contributor. o Supports monitoring & tracking implementations for
weekend release deployments that will impact the Sector.o Along with Sector
Ops Leaders, reviews and signs off on operational readiness of releases
hitting their Sector.o Review releases to ensure alignment with the related
changes and RITMS to meet Release controls.o Weekly key participant on Sector
CAB meetings ensuring releases are delivered to the Release Plan.o Monitors
Sector releases in deployment & early life support until the release is fully
accepted or backed out.
Qualifications
Experience:
• ‎3-‎5 years Prior experience within ITSM area• ‎1-‎2 years Help Desk Support,
ITSM process management and PICT Controls Management
Technical Skills:
• Bachelor's degree in IT or related professional experience in field• ITIL
Foundations Certification preferred• Deployment, Governance experience
preferred• Strong customer relationship skill and deep understanding of the
ways of working collaboratively• Strong analytical, facilitation & problem
solving skills to enable the identification & proactive management of Change,
Release and Control Management issues • Proven leader & decision maker with
strong written and oral skills, and ability to articulate persuasive &
intuitive positions• Positive working attitude with a sense of ownership and
urgency.• Ability to work efficiently under pressure with minimal
supervision.• Excellent oral communication skills with the ability to
communicate effectively across technology• Excellent written communication
skills and ability to compose notifications with concise business and
technical details within a short period of time.• Ability to work as part of a
sector team virtually across countries and timezones.• Ability to multi-task
and prioritize amongst multiple ongoing issues.• Assertive and fearless. Not
afraid to speak-up and call time-out to reset recovery efforts.• Working
knowledge on PICT Controls preferred.• Understanding of system concepts,
technology and applications and their impact on clients and services with
ability to understand complex business processes and technical environments.•
Excellent communication, documentation, and presentation skills, including the
ability to communicate and listen effectively within all levels of the
organization, including executive management and key client stakeholders.•
Strong relationship management skills with business partners and third
parties. • Good command of English written and spoken• An appetite for
continuous improvement and adding value to the business• Demonstrated client
focus & service oriented attitude with a high attention to details.