Overview The Enterprise Service Management Knowledge and Content Management Business Analyst supports the Product Owner in managing all functional requirements related to Knowledge management for the PepsiCo Enterprise Service Management process and platform (ServiceNow). The role facilitates gathering the requirements for Knowledge management across functions/Sectors, partnering with ESM and IT to deliver the requirements, and managing the ongoing continuous improvement of the Knowledge management process and solution. This role was approved as a permanent role in the GCC ServiceNow Responsibilities Work with the Product Owner to communicate, maintain, and prioritize all Knowledge management functional requirements for implementation in ServiceNow across GCC/functions/Sectors. Monitor ongoing backlog of Knowledge related requirements & enhancements across GCC and ensure alignment with program priorities. Provide input to developing a user-friendly, intuitive Knowledge solution for GCC and the broader enterprise leveraging the Knowledge management process. Exceptional communication skills. Proficiency in English language. Ability to work collaboratively and proactively with multi-functional teams Broad understanding of the current and emerging Service management trends and developments Knowledge of Service Management process frameworks and supporting tools and roles. Excellent communication, time management and multi-tasking skills Communicating with and presenting to stakeholders if needed. Organizational and project management skills, including the ability to lead diverse cross-functional teams. Demonstrated customer focus and service oriented attitude with a high attention to detail. Support Knowledge management process on the design, development and implementation of enterprise service management platform (ServiceNow) and provide input into the unified employee experience design as it relates to Knowledge management Qualifications Experience with IT platforms within GCC or Service Management organizations including design, configuration, development and implementation 1-3 years of experience in Knowledge management or related roles (ie: content management, reporting & analytics, service management