Amgen Specialist Information System (IS) Business Systems Analyst - ServiceNow in Tampa, Florida

Amgen is seeking a Specialist Information Systems (IS) Business Systems Analyst - ServiceNow who will work on our Enterprise Service Management (ESM) - Platforms team. The Specialist will report to the Senior Manager - ESM Platforms - ServiceNow 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.

This Specialist IS Business Systems Analyst - ServiceNow will collaborate with business stakeholders, project and operational support teams to identify application requirements, conduct feasibility analysis, proof of concepts and design sessions, and offer configuration support of the ServiceNow platform. The Specialist will define stories that support business capabilities, work with development teams to deliver solutions, and help to define the service and technical roadmap for Enterprise Service Management. Responsibilities of the Specialist may shift to other processes in the Service Management area as needed by the department and/or career growth of the incumbent and involve enhancing the service management discipline within Global Business Services (GBS).

The ESM - Platforms team focuses on managing all aspects of Amgen's key service management system ServiceNow. Responsibilities range from break-fix (KTLO) "keep the lights on" support for this platform all the way to strategic road mapping and architecture with our key SaaS provider ServiceNow on our many modules (ITSM, PPS, ITFM, Performance Analytics, etc.) which drive and underpin key service management processes at Amgen. The ESM - Platforms Team closely cooperates with other teams such as Global Business Services (GBS) Technology, IS Service Owners, Quality, and strategic external partners.

Key Activities for the Specialist include:

Responsible for one or more ServiceNow application components to define and support the ServiceNow platform roadmap

Owns the development of business cases for new service enhancements and technology projects

Elicits and analyzes requests identified by business stakeholders and convert them into functional system requirements

Communicates functional requirements by preparing the appropriate artifacts

Builds, configures and deploys application functionality per Amgen Software Development Life Cycle (SDLC) standards and procedures

Communicates and partners with service owner, business partners and stakeholders, technical team members, service providers and suppliers

Assists in the creation of test cases and provide support during test phases of the project lifecycle

Participates in change or architecture review boards in reviewing proposed changes or solutions

Facilitates roll out of new ServiceNow applications and modules

Identifies and monitors key performance indicators to ensure support processes are working properly and to recommend and implement corrective measures to develop continuous improvement actions

Develops, maintains, and adheres to system owner and administration procedures and manuals, troubleshoot application issues, and execute change control processes

Attends, facilitates, and/or leads meetings of cross functional stakeholders and service provider groups

Accountable for the overall Run Service management and governance

10% domestic travel can be expected

Basic Qualifications:

Doctorate degree


Master's degree and 3 years of Information Systems experience


Bachelor's degree and 5 years of Information Systems experience


Associate's degree and 10 years of Information Systems experience


High school diploma / GED and 12 years of Information Systems experience

Preferred Qualifications:

5+ years' experience with ServiceNow or proven ServiceNow implementation or development experience

2+ years' experience working in a highly agile (SAFe, Scrum, Kanban) environment

Experience with ITIL and Service Management

Experience operating within a validated systems environment (FDA, European Agency for the Evaluation of Medicinal Products, Ministry of Health, etc.)

Strong project management and organizational skills, including effective delegation techniques, strong issues and risk management experience, and strong intra-team coordination skills

Experience working cross-functionally and building collaborative working relationships; interfacing effectively with stakeholders, operations and management to resolve issues

Ability to organize and schedule tasks, develop realistic action plans incorporating time constraints and task priorities

Excellent Microsoft Excel, Word, and PowerPoint skills

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.