Platform Support Analyst

PepsiCo; San Nicolás de los Garza; Presencial; MXN 300.000 - 420.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Learning programs

Digital learning platforms

Flexible work options

Wellness programs

Descripción de la vacante

PepsiCo is seeking a Platforms & Solutions Associate Analyst to optimize Contact Center tools and processes. You will drive automation, analyze data, and ensure high-quality user experiences while supporting ticketing, workflows, and related systems.

The role involves creating reports with Excel and Power BI, identifying improvement opportunities, and collaborating with diverse teams to maintain operational continuity across our global platforms.

Formación

• Basic knowledge of Contact Center tools (ticket management, IVR, CRM).
• Basic programming skills (Python, Power Automate, VBA, or similar).
• Strong proficiency in Microsoft Office: Excel (pivot tables, formulas, basic automation); PowerPoint; Power BI (preferred).

Responsabilidades

• Monitor and support basic Contact Center tools (ticketing systems, workflows, queues, etc.).
• Track and follow up on requests, incidents, and projects, ensuring timely and high-quality delivery.
• Identify process improvement opportunities and propose practical solutions.
• Develop basic automations to optimize repetitive tasks (scripts, workflows, simple integrations).
• Create reports and dashboards using Microsoft tools (Excel, Power BI, etc.).
• Collaborate with cross-functional teams to ensure operational continuity.
• Document processes in a clear, structured, and scalable manner.

Conocimientos

Strong organizational skills

Analytical thinking

Problem-solving mindset

Clear communication

Herramientas

Python

Power Automate

VBA

Excel

PowerPoint

Power BI

CRM

Descripción del empleo

Overview

CAREERS TO SMILE ABOUT

At PepsiCo, you’ll discover a place where our mission is to create smiles around the world. With a portfolio of more than 500 beloved brands including, Gatorade, Lay’s and Quaker, our work touches millions of people every day.

At the heart of the company is a team of thinkers, creators, and problem-solvers who collaborate to innovate and turn ideas into action. Driven by innovation and a focus on creating joyful moments through food and drinks, our decisions are guided by consumer centricity, creating opportunities for our associates to do meaningful work and make a lasting impact in the communities we serve.

Whatever your role, you’ll be part of a global community that values your ideas and empowers you to make an impact, on your career and on the world around you.

Responsibilities

The Opportunity

Ensure the efficient operation of Contact Center tools and processes by driving continuous improvement through automation, data analysis, and structured follow-up, contributing to a consistent and high-quality user experience.

Your Impact

As Platforms & Solutions Assoc Analyst your responsibilities would consist of …

• Monitor and support basic Contact Center tools (ticketing systems, workflows, queues, etc.).
• Track and follow up on requests, incidents, and projects, ensuring timely and high-quality delivery.
• Identify process improvement opportunities and propose practical solutions.
• Develop basic automations to optimize repetitive tasks (scripts, workflows, simple integrations).
• Create reports and dashboards using Microsoft tools (Excel, Power BI, etc.).
• Collaborate with cross-functional teams to ensure operational continuity.
• Document processes in a clear, structured, and scalable manner.

Qualifications

Who Are We Looking For?

Technical Requirements

• Basic knowledge of Contact Center tools (e.g., ticket management, IVR, CRM).
• Basic programming skills (Python, Power Automate, VBA, or similar).
• Strong proficiency in Microsoft Office:
• Excel (pivot tables, formulas, basic automation)
• PowerPoint (executive presentations)
• Power BI (preferred)

Experience Or Familiarity With

• SAP (preferred)
• SuccessFactors (preferred)
• Intermediate to advanced English level, able to communicate in a global work environment.

Core Competencies

• Strong organizational and follow-up skills.
• Analytical thinking with a problem-solving mindset.
• Proactive approach to identifying and implementing improvements.
• High attention to detail while maintaining execution speed.
• Clear and effective communication across different levels of the organization.

Nice to Have

• Experience in process automation (RPA, scripting, workflow tools).
• Knowledge of system integrations (APIs, connectors).
• Experience working in corporate or global environments.
• Continuous improvement and digital mindset.

What can you expect from us:

• Opportunities to learn and develop every day through a wide range of programs.
• Internal digital platforms that promote self-learning.
• Development programs according to Leadership skills.
• Specialized training according to the role.
• Learning experiences with internal and external providers.
• We love to celebrate success, which is why we have recognition programs for seniority, behavior, leadership, moments of life, among others.
• Financial wellness programs that will help you reach your goals in all stages of life.
• A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle.
• And because your family is also important to us, they can also enjoy benefits such as our Wellness Line, thousands of Agreements and Discounts, Scholarship programs for your children, Aid Plans for different moments of life, among others.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We respect and value diversity as a work force and innovation for the organization.