Senior Manager - Knowledge Management

Overview

Role Overview

Knowledge Management (KM) is a critical enabler of Financial Planning's strategic priorities, supporting efficient and effective service delivery across PepsiCo's global operations while enhancing employee experience and operational excellence.

The FPT ESM & KM Senior Analyst plays a key role in driving the implementation, governance, and continuous improvement of Knowledge Management and Enterprise Service Management (ESM) practices within the Financial Planning (FP) function. Working closely with the FP ESM & KM Lead, this role supports the deployment of KM frameworks, knowledge platforms, service management processes, service performance measurement, and service portfolio management.

As PepsiCo continues to expand its digital capabilities, including the adoption of ServiceNow and other knowledge management technologies, this role will partner with business, IT, and KM Center of Excellence (CoE) teams to ensure effective knowledge capture, governance, accessibility, and service management enablement across the global Financial Planning organization.

The role allocation is approximately:

• 80% Knowledge Management (KM)
• 20% Enterprise Service Management (ESM)

Responsibilities

Key Responsibilities

Knowledge Management (80%)

Knowledge Management Program Support

• Support the end-to-end Knowledge Management program, including KM framework deployment, system administration, content governance, document management, and business-critical knowledge retention.
• Partner with the FP ESM & KM Lead to drive KM best practices, governance standards, and continuous improvement initiatives across the Financial Planning organization.

Knowledge Repository Management

• Manage and maintain ServiceNow Knowledge Management content, including 4,000+ Desktop Procedures (DTPs), ensuring information remains accurate, relevant, and accessible.
• Collaborate with capability leads, sector leads, and functional teams to identify, create, update, and retire knowledge assets.
• Ensure knowledge content is structured, categorized, and aligned to capability frameworks to improve discoverability and standardization.
• Partner with the central KM team to create and maintain a centralized knowledge library for S&T teams, ensuring seamless access to trusted and up-to-date information that enhances productivity, promotes knowledge reuse, and accelerates issue resolution across the organization.
• Drive adoption of knowledge-sharing best practices across teams to improve content accessibility and knowledge reuse.

Knowledge Standardization & Adoption

• Drive content quality standards, governance processes, metadata management, and exception handling practices.
• Support the creation and maintenance of standardized knowledge taxonomies and article structures.
• Promote adoption and effective use of ServiceNow Knowledge Management, Epiplex, ARIS, and other knowledge-sharing platforms.

Knowledge Authoring & Process Documentation

• Support implementation of modern knowledge authoring methodologies and tools.
• Facilitate process knowledge capture through interactive documentation, process simulations, videos, and process maps.
• Drive adoption of ARIS for process documentation and process mapping activities.

Knowledge Retention & Continuous Improvement

• Maintain knowledge lifecycle management processes, including regular review, validation, and archival activities.
• Ensure critical process knowledge is retained and updated to support workforce transitions, cross-training, and business continuity requirements.
• Monitor knowledge effectiveness metrics and recommend enhancements to optimize user experience and knowledge reuse.

Knowledge Transfer & Transition Support

• Partner with Design & Transition teams to establish and implement knowledge transfer methodologies and KM ways of working.
• Support onboarding, transition, and capability-building initiatives through structured knowledge capture and sharing practices.

Controls & Compliance

• Support KM-related controls testing activities and ensure compliance with internal control requirements, audit standards, and corporate policies.
• Drive timely remediation of observations and continuous process improvements.

Enterprise Service Management (20%)

Service Management Enablement

• Gather, analyse, document, and maintain business requirements for service management solutions across the Financial Planning organization.
• Partner with the FP ESM & KM Lead to assess, prioritize, and manage service management enhancements and initiatives.

ServiceNow Solution Support

• Support the design, testing, implementation, and continuous improvement of ServiceNow-based service management solutions.
• Contribute to delivering a unified, intuitive, and employee-centric service experience across Financial Planning teams.

Backlog & Roadmap Management

• Monitor and manage service management requirements and enhancement backlogs to ensure alignment with strategic priorities.
• Support roadmap planning and future-state service management initiatives in collaboration with ESM CoE and business stakeholders.

Process Governance & Adoption

• Partner with FP service delivery teams and ESM CoE to ensure consistent implementation of enterprise service management frameworks and standards.
• Support change management, communication, and adoption activities related to new ESM capabilities and processes.

Service Performance Management

• Support the development and reporting of service performance metrics, dashboards, and insights.
• Identify improvement opportunities to enhance service experience, operational efficiency, and process effectiveness.

Documentation & Stakeholder Engagement

• Develop and maintain service management documentation, operating procedures, process maps, requirements logs, and governance materials.
• Support preparation of presentations, reports, and materials for leadership reviews, governance forums, and stakeholder meetings.

Qualifications

Qualifications & Experience

Required

• Bachelor's degree in Business, Finance, Information Systems, Management, or related field.
• 9+ years of experience in Knowledge Management, Business Analysis, Service Management, Project Management, or related roles within Financial Planning or shared services environments.
• Proven experience supporting Knowledge Management framework design, implementation, governance, and sustainment.
• Strong understanding of modern Knowledge Management principles, methodologies, and industry best practices.
• Excellent verbal and written communication skills, with the ability to communicate effectively across all organizational levels.
• Strong stakeholder management and relationship-building capabilities.
• Advanced knowledge of Microsoft Excel and PowerPoint.
• Experience with reporting, analytics, and performance measurement.