Business Analyst

Job Description

This is a position in the Digital Employee Experience Team. The ideal candidate will be a detail-oriented, forward-thinking Business Analyst passionate about understanding business needs, translating them into actionable technical requirements, and contributing to the evolution of our employee experience platforms, digital content management, and optimization.

• Engage with business stakeholders to understand needs, pain points, and improvement opportunities for the Knowledge Management and EC Pro modules.
• Translate business requirements into clear, detailed user stories, including acceptance criteria.
• Conduct and coordinate User Acceptance Testing (UAT) for all development stories prior to deployment.
• Analyse feedback, issues, and enhancement requests received from users and convert them into actionable stories or bug tickets.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• 5-7 years of experience as a Business Analyst, preferably in a Service Now environment.
• Familiarity with Service Now Knowledge Management and Employee Center Pro (or related HR/ITSM modules).
• Strong understanding of Agile delivery methodologies, backlog management, and sprint planning.
• Ability to write high-quality user stories, acceptance criteria, and process documentation.
• Experience performing UAT, including test planning, execution, and defect management.

• Excellent analytical and problem-solving abilities, with the capacity to break down complex issues into actionable tasks.
• Ability to translate business needs into technical concepts and vice versa.
• Strong communication and stakeholder management skills across technical and non-technical audiences.
• Highly organized, with the ability to manage multiple priorities and maintain attention to detail.
• Prior Pepsi Co Experience.
• Prior exposure to Knowledge-Centered Service (KCS) practices.
• Experience working with global or cross-functional teams.
• Basic understanding of Service Now administration or configuration.