الوصف الوظيفي
Career CategoryInformation SystemsJob DescriptionJoin Amgen’s Mission of Serving PatientsAt Amgen, if you feel like you’re part of something bigger, it’s because you are. Our shared mission—to serve patients living with serious illnesses—drives all that we do.Since 1980, we’ve helped pioneer the world of biotech in our fight against the world’s toughest diseases. With our focus on four therapeutic areas –Oncology, Inflammation, General Medicine, and Rare Disease– we reach millions of patients each year. As a member of the Amgen team, you’ll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives.Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you’ll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.What you will doLet’s do this. Let’s change the world. In this vital role you will be responsible for the day-to-day administration, maintenance, and support of the ServiceNow platform, focusing on IT Service Management (ITSM) and Integrated Risk Management (GRC/IRM) modules. Your focus will be on fulfilling service requests, responding to incidents, and performing routine platform maintenance. Additionally, you will assist with junior developer responsibilities such as creating workflows, troubleshooting issues, and performing application configurations. You will collaborate closely with internal stakeholders to ensure that the platform operates smoothly and supports business needs optimally.Roles & Responsibilities:Provide daily administrative support for ServiceNow ITSM and GRC/IRM modules, ensuring platform functionality and stabilityFulfill service requests related to platform configuration, user management, and system access, ensuring timely and accurate deliveryRespond to incidents and resolve platform issues to minimize downtime and service disruptionPerform regular platform maintenance tasks, including patching, upgrades, and health checks, ensuring optimal performanceAssist with the configuration and management of workflows, approvals, and service catalog items within the ITSM and GRC/IRM modulesConduct customizations such as form creation, field configuration, and notification setup to meet evolving business needsMonitor system performance and usage, identifying areas for improvement and assisting in optimizing the platform’s efficiencyCollaborate with senior developers or platform owners to troubleshoot and resolve more sophisticated technical issuesManage role-based access control (RBAC) for ITSM and GRC/IRM modules, ensuring that security and compliance standards are maintainedSupport end-users by addressing inquiries and providing training or guidance on using the ITSM and GRC/IRM modulesParticipate in platform-related projects, assisting with testing and implementation of new features or upgradesCreate and maintain detailed documentation for platform changes, updates, and administrative processes for future reference and knowledge sharingStay informed about new ServiceNow features and best practices, applying updates to improve platform performance and user satisfactionWhat we expect of youWe are all different, yet we all use our unique contributions to serve patients.Basic Qualifications:Master’s degree and 1 to 3 years of Computer Science, IT or related field experience ORBachelor’s degree and 3 to 5 years of Computer Science, IT or related field experience ORDiploma and 7 to 9 years of Computer Science, IT or related field experienceMust-Have Skills:ServiceNow ITSM Module Configuration: Experience configuring and supporting ITSM modules such as Incident, Problem, Change, and Request Management, including setting up workflows, SLAs, and service catalogs.Basic GRC/IRM Configuration: Familiarity with the setup and administration of Integrated Risk Management (IRM) and Governance, Risk, and Compliance (GRC) modules, including risk, compliance, and policy management workflows.Automation & Process Improvement: Proficiency in using Flow Designer and Workflow Editor to automate routine ITSM and GRC/IRM tasks, improving process efficiency and minimizing manual intervention.User Experience & Interface Customization: Ability to configure and improve user interfaces for ITSM and GRC modules, focusing on enhancing end-user experiences through intuitive service portals and knowledge bases.Professional Certifications:ServiceNow Certified System Administrator (Preferred)ServiceNow Certified Application Developer (Preferred)ServiceNow Certified Implementation Specialist (CIS) micro-certifications in ITSM or IRM (preferred)Preferred Qualifications:Good-to-Have Skills:Scripting Fundamentals: Knowledge of JavaScript and Glide API to handle minor customizations, business rules, and client scripts for ITSM and GRC modules.Report & Dashboard Creation: Ability to create reports and dashboards to supervise key metrics for ITSM processes (e.g., incident resolution times) and GRC/IRM activities (e.g., risk compliance).IT Process Improvement Knowledge: Familiarity with ITIL or other IT service management frameworks and standard methodologies to contribute to the continuous improvement of IT processes and workflows.Cross-Module Support: Willingness to support and optimize other ServiceNow capabilities (e.g., HRSD, ITOM, SecOps) and integrate them with ITSM and GRC/IRM modules for broader process improvements.Soft Skills: Excellent analytical and troubleshooting skillsStrong verbal and written communication skillsAbility to work effectively with global, virtual teamsHigh degree of initiative and self-motivationAbility to handle multiple priorities successfullyTeam-oriented, with a focus on achieving team goalsStrong presentation and public speaking skillsEqual opportunity statementAmgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.What you can expect of usAs we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the way.In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.Apply nowfor a career that defies imaginationObjects in your future are closer than they appear. Join us.careers.amgen.comAs an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease.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, disability status, or any other basis protected by applicable law.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation..
