ServiceNow Developer – Self-Service Automation

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.ServiceNow Developer – Self-Service AutomationWhat you will doAs a ServiceNow Developer - Self-Service Automation, you will be responsible for designing, developing, and maintaining ServiceNow applications that enable self-service and automation capabilities for staff as well as our Global Service Desk. Your scope of work will include key modules such as Employee Center Pro/Service Portal, Knowledge Management (KM), Performance Analytics (PA), and Virtual Agent. You will work closely with product owners, UX designers, and other engineers to deliver an intuitive and efficient self-service experience for users across the organization. Your role will also involve automating workflows, enhancing user interfaces, and implementing analytics to improve self-service processes and user satisfaction. Additionally, you will contribute to optimizing platform operations, improving performance, and responding to incidents to minimize system downtime.Roles & Responsibilities:Design, develop, and manage ServiceNow Employee Center Pro/Service Portal to deliver a seamless self-service experience for end-usersImplement and maintain Knowledge Management (KM) solutions, ensuring content is well-organized, searchable, and meets user needsDevelop and optimize Performance Analytics (PA) dashboards to provide insights into self-service effectiveness, platform usage, and key performance metricsConfigure and manage Virtual Agent to automate common user queries and enhance the overall self-service experienceDesign and customize UI workspaces to deliver efficient, responsive, and user-friendly experiences, integrating with other ServiceNow modules and workflowsDevelop and optimize mobile applications to extend self-service functionality across mobile platforms, ensuring consistency and ease of useAutomate and streamline self-service workflows, approvals, and service catalog items to improve efficiency and reduce manual interventionCollaborate with UX designers to improve the user interface and ensure the portal aligns with best practices in user experience across both desktop and mobile platformsIntegrate self-service solutions with other ServiceNow modules, ensuring a cohesive user experience across platforms and devicesManage and optimize platform configurations, including mobile responsiveness and adaptive UI layoutsProvide technical support for UI workspace and mobile application issues, ensuring seamless performance and troubleshooting any related issuesManage role-based access and security for self-service solutions, ensuring that sensitive information is protectedMonitor platform health, performance, and user feedback to identify opportunities for optimization and enhancementTroubleshoot and resolve technical issues related to self-service portals, UI workspaces, mobile applications, knowledge bases, and analytics dashboardsCreate and maintain detailed documentation for self-service automation solutions, workflows, and user guidesStay up to date with the latest ServiceNow releases, best practices, and technologies to continuously improve the self-service platformBasic Qualifications:Doctorate Degree ORMaster’s degree with 4 - 6 years of experience in Computer Science, IT or related field ORBachelor’s degree with 6 - 8 years of experience in Computer Science, IT or related field ORDiploma with 10 - 12 years of experience in Computer Science, IT or related fieldMust-Have Skills:Service Portal & Employee Center Pro Expertise: Strong experience in designing, developing, and customizing Service Portal and Employee Center Pro to enhance user experience and drive self-service adoption.Automation & Virtual Agent Development: Proficiency in building and deploying automation workflows using Flow Designer, along with configuring and optimizing Virtual Agent with Now Assist for conversational Generative AI and self-service support.Knowledge Management (KM) & Performance Analytics (PA): Deep understanding of Knowledge Management (KM) best practices and the ability to configure KM workflows, coupled with experience in Performance Analytics to track and analyze service performance.Mobile Application Development: Expertise in developing and configuring ServiceNow’s mobile applications to provide seamless access to services, approvals, and knowledge on the go.Preferred Qualifications:UI/UX Design for Self-Service: Ability to design intuitive and engaging user interfaces for Service Portal, Employee Center Pro, and mobile applications to enhance the user experience and increase self-service efficiency.Integration & Scripting: Experience in integrating third-party systems with ServiceNow, along with proficiency in JavaScript, Glide API, and REST/SOAP APIs to enable seamless data flow and automation.Virtual Agent & GPT Optimization: Understanding of AI-driven tools and natural language processing (NLP) for optimizing Virtual Agent/Now Assist GPT workflows and ensuring accurate, context-driven responses.Reporting & Analytics: Skill in configuring and managing reports, dashboards, and analytics for monitoring self-service performance and improving service delivery using Performance Analytics and custom reporting tools.Professional Certifications:ServiceNow Certified System Administrator (Mandatory)ServiceNow Certified Application Developer (Preferred)ServiceNow Certified Implementation Specialist (CIS) micro-certifications in Service Portal, Performance Analytics or Virtual Agent (preferred)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 manage multiple priorities successfullyTeam-oriented, with a focus on achieving team goalsStrong presentation and public speaking skillsWork Hours: This position requires you to work a later shift and may be assigned a second or third shift schedule. Candidates must be willing and able to work during evening or night shifts, as required.  Potential Shifts (subject to change based on business requirements): Second Shift: 2:00pm – 10:00pm IST; Third Shift: 10:00 pm – 7:00 am IST. 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.Equal 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.Apply now for a career that defies imaginationObjects in your future are closer than they appear. Join us.careers.amgen.com.