Senior Manager, Information Systems - ServiceNow Business Product Owner


If you feel like you're part of something bigger, it's because you are. At Amgen, our shared mission-to serve patients-drives all that we do. It is key to our becoming one of the world's leading biotechnology companies. We are global collaborators who achieve together-researching, manufacturing, and delivering ever-better products that reach over 10 million patients worldwide. It's time for a career you can be proud of. Join us.

Senior Manager Information Systems - ServiceNow Business Product Owner


What you will do

Let's do this. Let's change the world. In this vital role you will be responsible for coordinating and driving Amgen's Enterprise Service Management (ESM) platform as it relates to ServiceNow. This leader ultimately owns project / delivery work as well as business operations associated with ESM platforms primarily focused on Amgen's shared services and the extensive and broad investment in ServiceNow.

As part of a scaled Agile product delivery team, the Business Product Owner works closely with Product Feature Owners and Scrum Masters to build a backlog of user stories that specifies the work required by the Agile Scrum development team, prioritizes delivery to ensure the products are built to meet the strategic needs of the Business and manages the tactical delivery of value across several Scrum development teams. The Business Product Owner serves as the main point of contact for specific innovation initiatives with business partners and shared services technology teams and is the domain expert of product value delivery.

The ESM - Platforms team focuses on leading Amgen's key service management system ServiceNow. Responsibilities range from maintenance support for the platform to defining the vision, strategy, tactical roadmaps and architecture across all ServiceNow capabilities, which drive and underpin key service management processes at Amgen.

Role Responsibilities:
  • Forms strategic partnerships with key partners such as ServiceNow in product roadmap development
  • Works effectively with managed service providers, client-facing and infrastructure service owner teams, project portfolio leaders by collaborating to enforce process alignment, reduce risk / ensure quality and consistency, optimize for process efficiencies, and value of both business and IS service offerings
  • Provides oversight and leadership for the day-to-day activities associated with demand management and resource allocation, prioritization, communications, training and typical line management responsibilities
  • Partners with Business and Product Manager to understand the global product vision and provide thought leadership from the business perspective as input to strategy
  • Manges product quality and responsible for acceptance sign-off for new functionality within each sprint
  • Manages all design, development and Quality Assurance aspects of multiple projects concurrently using the SAFe Methodology
  • Evaluates and supervises the progress of product delivery and facilitates discussions with various groups around business objectives, functionality, architecture, and product development
  • Researches new and emerging market trends to evaluate the direction and longevity of product in the market
  • Oversees delivery of the product roadmap, communications planning, release management, and deployment to ensure standards, governance and business needs are met
  • Manages full time employees and third-party partners in scheduling and project delivery and ongoing maintenance & support through the use of Scaled Agile Framework (SAFe)
  • Serves as a partner concern point for elevated risks including frequent interactions with Compliance and Quality departments, as well as corporate and other audits
  • Uses peers and third-party networks for standard methodologies
  • Identifies process improvement opportunities, prioritize improvement items, and leads teams through their implementation
  • 10% domestic travel can be expected


What we expect of you

We are all different, yet we all use our unique contributions to serve patients. The product owner professional we seek is a leader with these qualifications.

Basic Qualifications:

Doctorate degree and 2 years of Information Systems experience


Master's degree and 6 years of Information Systems experience


Bachelor's degree and 8 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


2 years of managerial experience directly managing people and/or leadership experience leading teams, projects, programs or directing the allocation of resources

Preferred Qualifications:
  • 6+ years' experience managing Information Technology Infrastructure Library (ITIL) incident, problem, change, release management or similar shared services processes and associated services in a large enterprise (10,000+ users) with ITIL or IT4IT certification
  • 3+ years of ServiceNow implementation experience in large sophisticated environments
  • Firm grasp of ServiceNow applications and modules including ITSM, ITBM, APM, ITAM, Portals and ITOM
  • Enterprise Service Management experience with SLA development and reporting and analytics experience
  • Experience working with business application owners and development teams to document and clarify business and user requirements and manage scope of defined features and functions during project lifecycle
  • Expertise in managing the delivery of mid-to-large Cloud based enterprise applications
  • Ability to understand and relate to the business objectives and provide a high-quality automated solution
  • Must have strong analytical abilities, negotiation/presentation skills, and organizational/planning abilities
  • Ability to drive teams to meet consensus, and have vibrant passion for applications delivery
  • Solid project and team leadership skills
  • Experience in technical coordination, status reporting and consistency in delivering project related work efforts
  • Experience in implementing quality guidelines, standards and procedures in a GxP operating environment
  • Applied experience with ServiceNow application reporting, as well as BI and visualization tools such as Tableau, Spotfire, Numerify, ServiceNow Performance Analytics
  • Ability to influence other IS professionals across the organization to ensure high-quality service delivery and on-time, on-budget project delivery
  • Ability to "chart the course" of their service goals to their staff, service delivery partners and business partners, driving alignment and continuous process improvement
  • Ability to take initiative to peers and other third-parties to solicit standard methodologies and apply to our Amgen settings


What you can expect of us

As we work to develop treatments that take care of others, so we work to care for our teammates' professional and personal growth and well-being.
  • Vast opportunities to learn and move up and across our global organization
  • Diverse and inclusive community of belonging, where teammates are empowered to bring ideas to the table and act
  • Generous Total Rewards Plan comprising health, finance and wealth, work/life balance, and career benefits

Apply now

for a career that defies imagination

In our quest to serve patients above all else, Amgen is the first to imagine, and the last to doubt. Join us.

Join Us

If you're seeking a career where you can truly make a difference in the lives of others, a career where you can work at the absolute forefront of biotechnology with the top minds in the field, you'll find it at Amgen.

Amgen, a biotechnology pioneer, discovers, develops and delivers innovative human therapeutics. Our medicines have helped millions of patients in the fight against cancer, kidney disease, rheumatoid arthritis and other serious illnesses.

As 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 but compete intensely to win. Together, we live the Amgen values as we continue advancing science to serve patients.

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.

Amgen requires all staff in the United States and Puerto Rico to be vaccinated from COVID 19 as a condition of employment. In accordance with applicable law, Amgen will provide reasonable accommodations to staff members who qualify on the basis of a medical reason or a sincerely held religious belief, practice, or observance. Such accommodation may not pose an undue hardship to Amgen, its operations, or its staff.