Career Category

Job Description

Job Description

ABOUT AMGEN 

Amgen harnesses the best of biology and technology to fight the world’s toughest diseases, and make people’s lives easier, fuller and longer. We discover, develop, manufacture and deliver innovative medicines to help millions of patients. Amgen helped establish the biotechnology industry more than 40 years ago and remains on the cutting-edge of innovation, using technology and human genetic data to push beyond what’s known today.  

ABOUT THE ROLE 

Role Description: 

As a ServiceNow Administrator - Service Management, you will be responsible for the day-to-day administration, maintenance, and support of the ServiceNow platform, focusing on IT Service Management (ITSM), Now Assist (Gen AI) and Integrated Risk Management (GRC/IRM) modules. Your primary 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 effectively. 

Roles & Responsibilities:  

• Provide daily administrative support for ServiceNow ITSM and GRC/IRM modules, ensuring platform functionality and stability 

• Fulfill service requests related to platform configuration, user management, and system access, ensuring timely and accurate delivery 

• Respond to incidents and resolve platform issues to minimize downtime and service disruption 

• Perform regular platform maintenance tasks, including patching, upgrades, and health checks, ensuring optimal performance 

• Assist with the configuration and management of workflows, approvals, and service catalog items within the ITSM and GRC/IRM modules 

• Conduct customizations such as form creation, field configuration, and notification setup to meet evolving business needs 

• Monitor system performance and usage, identifying areas for improvement and assisting in optimizing the platform’s efficiency 

• Collaborate with senior developers or platform owners to troubleshoot and resolve more complex technical issues 

• Manage role-based access control (RBAC) for ITSM and GRC/IRM modules, ensuring that security and compliance standards are maintained 

• Support end-users by addressing inquiries and providing training or guidance on using the ITSM and GRC/IRM modules 

• Participate in platform-related projects, assisting with testing and implementation of new features or upgrades 

• Create and maintain detailed documentation for platform changes, updates, and administrative processes for future reference and knowledge sharing 

• Stay informed about new ServiceNow features and best practices, applying updates to improve platform performance and user satisfaction 

Basic Qualifications and Experience: 

• Master’s / Bachelor's degree and 5 - 9 years of Computer Science, IT or related field experience

Functional Skills: 

Must-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. 
• Now Assist (Gen AI) : Involve configuring, extending, and administering built-in and custom generative AI capabilities using the Now Assist Skill Kit. Professionals need competencies in prompt engineering, Retrieval-Augmented Generation (RAG) setup, and AI governance across IT, customer, and employee workflows.

• 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. 

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 track 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 best practices 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.  

Professional Certifications: 

• ServiceNow Certified System Administrator (Preferred) 

• ServiceNow Certified Application Developer (Preferred) 

• ServiceNow Certified Implementation Specialist (CIS) micro-certifications in ITSM or IRM (preferred) 

Soft Skills: 

• Excellent analytical and troubleshooting skills 

• Strong verbal and written communication skills 

• Ability to work effectively with global, virtual teams 

• High degree of initiative and self-motivation 

• Ability to manage multiple priorities successfully 

• Team-oriented, with a focus on achieving team goals 

• Strong presentation and public speaking skills 

What you can expect of us

As we work to develop treatments that deal with 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 statement

Amgen 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.