Career Category

Job Description

HR Talent Lifecycle Delivery Services connects employees, people managers, and local HR teams to Amgen’s global HR programs, tools, and processes. As part of this team, the Senior Associate is responsible for delivering HR service center support for the countries supported by the team, with a primary focus on Amgen global (Europe and Latin America).

In addition to HR Connect responsibilities, the Senior Associate will lead and/or coordinate regional and global HR Connect projects, serve as a senior representative by guiding HR Connect team members, and provide expert support to employees, managers, and local HR teams on complex inquiries. The role also provides business subject matter expertise to the HR service center and HR Centers of Excellence in relation to ServiceNow and Workday.

Accountabilities:

• Participate in, lead, and/or coordinate system and process improvement projects, audits, and related initiatives.
• Ensure Tier 1 and 2 HR inquiries and transactions are managed via service now ticketing platform in accordance with global processes and service level agreements, while serving as a point of contact for complex HR Connect inquiries using workday .
• Act as a liaison across HR Connect teams to promote global alignment of activities, transactions, and audit practices.
• Serve as the designated subject matter expert for assigned areas, tools, programs, and systems, and maintain European HR knowledge base.
• support HR Connect team members and managers by sharing best practices, solutions, and recommended approaches.
• Provide business subject matter expertise to the HR service center and HR Centers of Excellence for ServiceNow and Workday-related matters.
• Support specialists in partnering with the HR Technology team on system improvements and translating business requirements into technical specifications.

Responsibilities:

• Represent, coordinate, and/or lead HR Staff Services projects and processes, including eligible earnings audits and employee data requests.
• Participate in, lead, and/or coordinate system and process improvement initiatives related to Workday and ServiceNow.
• Act as a liaison between HR Connect, Knowledge SMEs, HR Technology, and HR teams to support ongoing maintenance and improvement of HRSD Portal content.
• Serve as the designated subject matter expert for assigned tools and platforms, including ServiceNow, and maintain internal and external HR knowledge bases.
• Analyze knowledge and case management metrics to identify trends, content gaps, and opportunities for improvement.
• Deliver high-quality customer service in line with service level agreements, ensuring inquiries related to global HR programs, tools, policies, and Workday transactions are accurately documented in ServiceNow.
• Identify, recommend, participate in, or lead improvements to policies and procedures across service center locations and HR teams.
• Build effective relationships with HR teams and key stakeholders, fostering collaboration and sharing best practices.
• Represent HR Connect for AIN in communications and engagements with employees.
• Provide training, presentations, and knowledge-sharing sessions to employees, managers, and HR teams based on business needs.
• Advise and coach HR Connect team members on best practices, solutions, and effective approaches.

Qualifications:

• Minimum Requirements
  • Bachelor’s degree, or equivalent qualification, in Human Resources, Business Administration, Economics, or a related field.
  • Minimum of 7 to 10 years of HR professional experience in a commercial service delivery or customer service environment.
  • Hands on experience with Workday HCM functions, ServiceNow systems, and related processes.
  • Strong project management skills, including experience with agile methodologies.
• Preferred Requirements
  • Experience in a multinational company within a service center environment.
  • Experience working with standard operating processes and procedures.
  • Proficiency in Microsoft Office 365 applications and AI tools.

Competencies:

• Ability to identify business needs and translate them into effective HR systems and process solutions.
• Ability to transfer knowledge by clearly explaining technical processes and procedures to others.
• Strong troubleshooting capability across systems and processes.
• Ability to rapidly learn new systems and processes while demonstrating openness to change.
• Service-oriented mindset with a high degree of flexibility and responsiveness.
• Excellent time management skills, with the ability to prioritize work based on service level agreements, urgency, and business impact while managing tasks from multiple sources.
• Ability to work effectively in an international team environment, including across time zones and multicultural settings.
• Strong interpersonal skills, including the ability to remain composed when managing challenging client interactions and coaching others.
• Ability to work independently with minimal supervision.
• Strong attention to detail and commitment to accuracy.