Amgen Senior Associate Information Systems (IS) Business Systems Analyst - Incident and Problem Management in Tampa, Florida

Amgen is seeking a Senior Associate Information Systems (IS) Business Systems Analyst - Incident and Problem Management who will work in our Enterprise Service Management (ESM) team. The Senior Associate will report to the Senior Manager of Information Systems - ITIL and SAM Process and will work out of Amgen's Capability Center in Tampa, FL. At Amgen, our mission is simple: to serve patients. Our new Tampa Capability Center provides essential services that enable us to better pursue this mission. This state-of-the-art center serves as a base for finance, information systems, and human resources professionals to make a meaningful impact at one of the world's leading biotechnology companies.

The Senior Associate Information Systems (IS) Business Systems Analyst - Incident and Problem Management is responsible for enabling adherence to policies, standards and ensuring the process is fit for purpose and performing adequately. Partnering with service owners, compliance leads, and other key stakeholders, the Senior Associate will enable the process and ensure organizational compliance. This includes supporting GxP audits and inspections. Amgen IS management has endorsed the Information Technology Infrastructure Library (ITIL) as the framework for IS Service Management. Thus, the Incumbent will work closely with the ITIL Subject Matter Experts and ensure that the processes as well as the supporting system(s) are in alignment with the ITIL framework.

The ESM - ITIL team includes process ownership and governance for Amgen's key service management processes including Incident, Problem, Change, Request, Release, Software, Asset Management and associated Analytics / Service Level Agreements (SLAs), etc. The ESM - ITIL Team closely cooperates with other teams such as Global Business Services (GBS) Technology, IS Service Owners, Quality, Corporate Accounting and strategic external partners.

Key Activities for the Senior Associate include:

Supports development of process vision, strategy, and objectives and responsible for the ongoing business value and integrity of the process design across the organization

Communicates process strategy and objectives with key IS leaders and other Process Owners and collects feedback

Works with service providers and other Process Owners to ensure coherent service operation and supports development and management of policies and procedures governing the process

Coordinates the management of all relevant policies and procedures related to the process

Ensures the process is documented and up-to-date and monitors process performance across the organization

Monitors measurements and targets to improve process effectiveness and efficiency as well as the defined performance metrics key performance indicators (KPIs) for the processes

Reviews process performance and intervenes accordingly while enforcing the process and reporting performance to applicable management

Assists system development to enable the process and acts as the Business Owner for the process supporting system(s)

Drives system improvements to achieve best practices while working closely with Process Owners, Service Owners and System Owners to ensure system supports process integrity and enables operational efficiency

Provide regular updates concerning the performance of the process

Represents the process concerning decisions being made by senior management as well as represents the process to external groups

10% domestic travel can be expected

Basic Qualifications:

Master's degree


Bachelor's degree and 2 years of Information Systems experience


Associate's degree and 6 years of Information Systems experience


High school diploma / GED and 8 years of Information Systems experience

Preferred Qualifications:

Experience supporting regulatory compliance and computerized systems validation

Solid understanding of service management frameworks (e.g. ITIL, COBIT); working knowledge of integrated service management tool(s) such as ServiceNow

Strong understanding of Information Systems (IS) Incident and Problem Management principles

Documentation skills, particularly in writing enterprise level guidelines, standard operating procedures and other procedures

Ability to influence and present at different organization hierarchical levels and to impact and influence outcomes

Demonstrates information-based (e.g. benefit / cost) communication when driving or influencing portfolio prioritization

Displays consistent flexibility, resilience, teamwork and resourcefulness with the ability to work with multiple teams, delegating work load and ensuring team efficiency

High learning agility

Amgen is committed to unlocking the potential of biology for patients suffering from serious illnesses by discovering, developing, manufacturing and delivering innovative human therapeutics. This approach begins by using tools like advanced human genetics to unravel the complexities of disease and understand the fundamentals of human biology.

Amgen focuses on areas of high unmet medical need and leverages its expertise to strive for solutions that improve health outcomes and dramatically improve people's lives. A biotechnology pioneer since 1980, Amgen has grown to be one of the world's leading independent biotechnology companies, has reached millions of patients around the world and is developing a pipeline of medicines with breakaway potential.

The invaluable contributions of our talented Tampa team will help us develop the vital and innovative medicines that treat serious illness and unmet medical needs around the globe.

Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.