The role will be responsible for myBUY* Service coordination support and ensuring smooth collaboration between Pepsico backline teams and Accenture TOC (Technical Operations Center) to meet Business requirements of our GP function.
The Service Coordinator will be responsible for delivering core sustain service delivery (incident management, problem management) as well as supporting continuous improvement processes (system changes), for the live markets in the sector.
The Service Coordinator will be managing activities within the operations team, being the focal point for interactions between TOC, market key users, business process owners, sector business leads, sector/global BRM's, and POC (Procurement Operations Center).
Support to IT OPS, sector and global leads, to manage the myBUY Operations agenda.
Partnership required across sectors to ensure process & ways of working consistency across the global team supporting myBUY solution.
*myBUY is a program for implementing the Ariba application in various markets for Indirects and delivering an integrated process and reporting, across all sectors.
Accountable for the Incident Resolution process (representing Level 2 in the support model) according to the service level agreements. Working as part of a virtual team (with the off-shore Accenture TOC, market key users and various Pepsico backline technical teams due to the integration nature of the myBUY solution). Run regular incident status review meetings, checking aging profile and priorities.
Responsible for the Critical Incident Management process according to PepsiCo's policy and procedures. Lead the resolution groups (Accenture's supporting groups, PepsiCo technical and functional SMEs, Service Provider) who can contribute to the resolution of the critical incident.
Support myBUY Change management process, in partnership with Business Sector lead, IT Sector lead and Accenture TOC. Acting as Sector Change Coordinator, assess, creates, plans and monitor Changes through initiation to completion. Coordinates all Change phases and ensure involvement of right people on each phase(PepsiCo and Accenture). Assurance of right change management process is followed, with emphasis on CR registration, IT collaboration and UAT engagement. Also includes gathering estimates from vendors (Accenture/Ariba) to provide back to business points and/or BRMs for business approval.
Participate in the Problem management resolution. Responsible to lead and coordinate all interactions required during Problem resolution between TOC & PepsiCo supporting groups. Run regular problem management status review meetings.
Focal point for Regression Testing from a functional perspective, taking part of the activities when these occur. Also responsible for validating the test scenarios and coordinate testing with key users or Accenture TOC. (Applicable when Regression Test activities required)
Participate in deployment of new projects in the myBUY space, partnering with Delivery and taking care of transition to Sustain post Hypercare. (Applicable when new projects)
Support IT sector lead on service delivery reviews for Business, either with preparation of KPIs or presentation of performance results.
Ensure sustain documentation is updated at any time. Ensure support model adherence by Accenture TOC and Pepsico Backline teams, including the right use of ticketing tools. Keep close partnership with sector myBUY teams to ensure harmonization of processes and ways of working.
To-be-confirmed. Control ownership of myBUY Controls, performing quarter reviews as per control calendar.
Overall knowledge of the IT Operations Sustain model and tools.
Overall knowledge of Operational Processes and Procedures within PepsiCo.
Experience in global IT support.
Some background in Procurement preferred.
Sass background, preferred.
Experience with Cloud based applications and the Sass environment.
SAP Ariba experience
Experience in project delivery, partnering with IT teams and the business a plus
Clear communications skills
Experiance working with vendors and 3rd parties
Business relationship skills
Maternity leave coaching
Backup child care
Onsite child care
Child care subsidies
Unconscious bias training
Remote work policy
Short term disability
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