Overview We Are PepsiCo Join PepsiCo and Dare for Better! We are the perfect place for curious people, thinkers and change agents. From leadership to front lines, we're excited about the future and working together to make the world a better place. Being part of PepsiCo means being part of one of the largest food and beverage companies in the world, with our iconic brands consumed more than a billion times a day in more than 200 countries. Our product portfolio, which includes 22 of the world's most iconic brands, such as Sabritas, Gamesa, Quaker, Pepsi, Gatorade and Sonrics, has been a part of Mexican homes for more than 116 years. A career at PepsiCo means working in a culture where all people are welcome. Here, you can dare to be you. No matter who you are, where you're from, or who you love, you can always influence the people around you and make a positive impact in the world. Know more: PepsiCoJobs Join PepsiCo, dare for better. Responsibilities The Opportunity The IT Analyst will be responsible for analyzing and optimizing the IT Service Catalog development lifecycle (SDLC) and ensuring a seamless user experience through the ITxM and ITSM solution. The role involves extensive collaboration with internal teams and third-party vendors to maintain day-to-day operations, ensuring that all IT services are accurately documented, automated, and continually improved. The primary focus of this role is to enhance user experience, drive process automation, and govern IT service catalog operations by coordinating with service catalog owners across the organization. Your Impact As IT Catalog Analyst your responsibilities would consist of: IT Service Catalog Management: Govern the entire IT Service Catalog lifecycle, from design and development to deployment, maintenance, and decommissioning. Collaborate with IT service owners to document and standardize service offerings in alignment with organizational goals. Ensure all catalog entries are up-to-date, accurate, and compliant with internal standards and best practices. Identify opportunities to automate processes within the catalog to increase efficiency. SDLC Coordination: Lead the management of the Service Catalog's SDLC process, ensuring timely development, testing, and deployment. Coordinate with cross-functional teams to ensure smooth delivery of IT service enhancements and catalog updates. Develop and maintain documentation for the Service Catalog's processes, workflows, and best practices. User Experience (UX) Enhancement: Leverage the ITxM (IT Experience Management) solution to monitor and enhance the user experience of IT services. Collect and analyze user feedback to identify areas of improvement within the IT Service Catalog. Work closely with UI/UX teams to optimize the IT Service Catalog's user interface for better accessibility and usability. Vendor Management & Collaboration: Serve as the primary point of contact with third-party vendors responsible for IT services and tools, ensuring that business-as-usual (BAU) activities are uninterrupted. Manage vendor relationships and hold them accountable to performance standards and service level agreements (SLAs). Coordinate with vendors to implement new features and updates to IT services. Governance & Coordination: Develop and enforce governance frameworks for managing the IT Service Catalog, ensuring alignment with organizational policies and objectives. Collaborate with IT service owners to establish a consistent and unified approach to catalog management. Ensure all IT services are aligned with business requirements and deliver optimal value to users. Continuous Improvement & Reporting: Regularly assess and optimize IT Service Catalog processes, seeking ways to improve efficiency, reduce manual effort, and enhance user experience. Generate reports on service catalog performance, user satisfaction, and process efficiency for management review. Qualifications ¿Who Are We Looking For? Qualifications: Bachelor's degree in Information Technology, Computer Science, or a related field. Advanced Conversational English - MUST 2+ years of experience in IT Operations/Service Management/Experience Management 2+ years’ experience in ServiceNow ITSM Module, other modules are added advantage. 2+ years’ experience in HappySignals or Qualtrics or Medallia. 2+ years of experience in programs/project and/or product management with a focus on executing Service/Experience Management/CSI projects. 2+ years of ITIL experience, certified ITIL v3 Expert/Intermediate or ITIL 4 Practitioner. Experience managing IT Service Catalogs and understanding of SDLC processes. Strong documentation, process mapping, and workflow design skills. Proven ability to interact effectively with both technical and non-technical stakeholders. Vendor management experience is a plus. ITIL certification or similar is preferred. Skills & Competencies: Excellent communication and interpersonal skills. Strong analytical skills with the ability to identify areas for improvement. Ability to manage multiple tasks and priorities in a fast-paced environment. Attention to detail and commitment to quality. Strong collaboration and governance skills. Fluent in English and Spanish Working Conditions: Full-time role with hybrid working options available. Occasional travel may be required to liaise with third-party vendors and IT teams. If this is an opportunity that interests you, we encourage you to apply even if you do not meet 100% of the requirements. What can you expect from us: Opportunities to learn and develop every day through a wide range of programs. Internal digital platforms that promote self-learning. Development programs according to Leadership skills. Specialized training according to the role. Learning experiences with internal and external providers. We love to celebrate success, which is why we have recognition programs for seniority, behavior, leadership, moments of life, among others. Financial wellness programs that will help you reach your goals in all stages of life. A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle. And because your family is also important to us, they can also enjoy benefits such as our Wellness Line, thousands of Agreements and Discounts, Scholarship programs for your children, Aid Plans for different moments of life, among others. We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We respect and value diversity as a work force and innovation for the organization.