Senior Business Analyst at PepsiCo

About the Role

This Senior Business Analyst will be responsible for the escalation and remediation of SPA box tickets to quickly resolve SalesHub+ issues nationally for our Frontline Field Sales associates that may impact Make, Move or Sell for FLNA. The PFNA Sales Technology Sustainment team delivers industry-leading capabilities and end to end solutions to over 30,000 employees. This role will be expected to be highly responsive and quickly/efficiently manage competing priorities and multiple issues simultaneously. Delivery of department KPIs and SLAs in support of strategic business initiatives are critical for success. Strong collaboration, communication, and influence skills are required.

SPA Support Daily Email Volume

• AVG: 20 issues resolved per day, 380 issues per period, 4,962 issues in 2024 (21,700 emails annually)
• Examples of Issues: Missing Orders/Sales/Manifests, Retailer Issues, Product List Issues, Missing Items, Item Authorization
• 5 minutes or less response time is SLA, No more than 3 emails before escalating issue to the correct team
• MS TEAMs connect with users to facilitate quicker resolution typical daily Issues

IT Partnerships

• Daily Triage calls to determine priority of INC’s and work with IT on resolution and timing
• Open INC’s for critical field issues
• Bring field concerns/suggestions and determine feasibility of enhancements
• Discuss bugs and enhancements fo on-going PGT issues

Responsibilities

As Senior Business Analyst your responsibilities would consist of:

• This role will support the PFNA SH+ team including the following workstreams:
• SalesHub+ SPA Box Management
  • 100% coverage to be shared by 2 MBS associates
• Lead the day-to-day SH+ processes by resolving issues/incidents surfaced by the Frontline and coordinating across teams as needed.
• Collaborate cross-functionally with the Supply Chain/SAP COE, PGT, ASN, Asset Management, and IT teams, and Frontline Field Sales.
• Maintain high level of communication with Frontline Field Sales and other key stakeholders
  • Issue description, # of Impact, Current Status, Timing of Next Status
• Escalate SPA box trends to Sales Enablement leadership especially highlighting pilot software trends negatively impacted pilot users
• Proactively work to identify new ways of working to deliver efficiency gains
• Ensure high quality of customer service by developing skills that promote responsiveness, professionalism, and customized support.
• Bring an intellectual curiosity to the role that will help drive innovation.

Qualifications

Candidates should have experience working with Salesforce, SAP, and be proficient in all Microsoft Office applications. Exceptional verbal and written communication skills are a must and English advanced proficiency is required. Database Knowledge (SQL/N1QL) is also preferred.

• Advanced English Proficiency required - written and verbal (DEFR, Level C1 or C2)
• Bachelor’s degree required with concentration in Business, Data Analytics, or Engineering preferred
• Advanced/Proficient Computer Skills (Outlook, Word, Power Point, Excel), Salesforce & SAP
• Must have strong proven analytical and problem-solving skills in order to formulate effective action plans to deal with issues proactively
• Experienced in handling several high visibility responsibilities in parallel
• Very responsive and comfortable with working in a dynamic environment
• Clear communication skills (both written/oral) tailored to different levels of seniority (Hourly employees to Zone Sales Leadership)
• Attention to detail
• Ability to retain/recall historical issues quickly to apply similar solutions for future events as necessary
• Consistent follow up on issues even if original issue is transitioned to another team, as Sales still expects a response from SH+ directly
• Comfortable working in a cloud environment
• Superb organizational, communication, and analytical skills