Architect- ServiceNow C4E Lead – Personalization Developer

Overview At Pepsi Co, we’re building the future of work—one intelligent, intuitive experience at a time. The Service Now C4E Lead – Personalization Developer plays a critical role in shaping how employees across Pepsi Co interact with technology every day. This role sits within the Service Now Center of Excellence (C4E) and serves as the enterprise leader for personalization and experience design on the Service Now platform. You will lead the design, development, and governance of personalized, AI‑enabled, and role‑based experiences that power our Digital Employee Experience (DEEx), IT, HR, ESM, and enterprise service journeys. This is a hands‑on leadership role combining deep platform expertise, strong design judgment, and cross‑functional partnership to ensure our Service Now experiences are scalable, inclusive, secure, and world‑class. Responsibilities Experience leading or owning personalization, UI, or digital experience initiatives Strong experience across the Service Now platform, including UI Builder, Now Experience Framework, Service Portal or Employee Center, Workspaces, and Mobile Strong JavaScript skills (client and server side) and experience with Glide APIs and UI policies Experience designing role-based, persona-driven, and user-centered experiences, including accessibility and responsive design best practices Experience integrating Service Now with enterprise systems and working with identity, data, and security considerations Hands-on experience implementing or configuring AI-driven capabilities (e.g., Now Assist, Predictive Intelligence) and/or optimizing search and knowledge relevance Experience working in large, global, or matrixed organizations Service Now certifications (CIS, CAD, CIS, UI Builder); CTA is a plus Qualifications Qualifications: Required: Bachelor’s degree in computer science, Information Systems, Engineering 10–12+ years of enterprise application development experience, including 5+ years of hands-on Service Now development Preferred: Experience working within a Center for Excellence (C4E) or similar governance model Development exposure to ITSM, HRSD, and enterprise service management environments Familiarity with design tools such as Figma, miro etc. Experience defining and tracking experience metrics or KPIs Consulting, transformation, or large-scale program experience
Experience leading or owning personalization, UI, or digital experience initiatives Strong experience across the Service Now platform, including UI Builder, Now Experience Framework, Service Portal or Employee Center, Workspaces, and Mobile Strong JavaScript skills (client and server side) and experience with Glide APIs and UI policies Experience designing role-based, persona-driven, and user-centered experiences, including accessibility and responsive design best practices Experience integrating Service Now with enterprise systems and working with identity, data, and security considerations Hands-on experience implementing or configuring AI-driven capabilities (e.g., Now Assist, Predictive Intelligence) and/or optimizing search and knowledge relevance Experience working in large, global, or matrixed organizations Service Now certifications (CIS, CAD, CIS, UI Builder); CTA is a plus
Qualifications: Required: Bachelor’s degree in computer science, Information Systems, Engineering 10–12+ years of enterprise application development experience, including 5+ years of hands-on Service Now development