Sr. Associate IS Business System Analyst - Service Desk / ServiceNow


You've earned your degree. How will you use that achievement to reach your goals? Do more with the knowledge you've worked hard to acquire and the passion you already have. 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, reaching over 10 million patients worldwide. Become the professional you are meant to be in this meaningful role.

IS Business System Analyst - Service Desk / ServiceNow


What you will do

Let's do this. Let's change the world. In this vital role you will work alongside Solution Architects, Technical Architects, and developers to design, develop, support and enhance innovative self-service support solutions for our global workforce using ServiceNow, workflow automation, and our virtual agent support technology as a member of our Enterprise Service Management (ESM) - End User Support Services Team all while learning and growing your skill set

As part of a scaled Agile product delivery team, the Business Analyst consults with product owners, end users, developers, technical and business staff to capture, understand, and define business requirements to expand self-service support capabilities on a broad set of technology services, software and applications.

The Business Analyst researches product technology, discovers existing business processes, analyzes opportunities, defines user stories and designs to-be process flows to support the design and development of self-service technical support capabilities. Additional responsibilities include collaborating with developers to test and verify that solutions meet business requirements and facilitating key meetings with stakeholders including requirements design sessions, demonstrations, acceptance testing, and end user training.

The ESM - End User Support Services team focuses on delivering innovative self-service capabilities, knowledge management, and exceptional support experiences for our Digital Technology services. Responsibilities range from development and break-fix (KTLO) "keep the lights on" support for ServiceNow platform applications all the way to supporting strategic roadmaps for self-service automations built on ServiceNow on the platform.


What you will do

Let's do this. Let's change the world.

Key Activities for the Business Analyst include:

  • Translation of business requirements into user stories to support the design and development of self-service support solutions
  • Work cross-functionally to design innovative solutions that will meet business requirements and fulfill user stories in line with the Amgen IS Strategy
  • Provide detailed requirements and guidance to engineers, developers, and other product team members
  • Collaborate with developers to test and verify that solutions will meet the business requirements
  • Support processes for custom development, system improvements, configuration maintenance, documentation, release management and support activities
  • Identify and assess risks and dependencies for custom development and other system changes
  • Partner with business teams to conduct and/or support user acceptance testing
  • Complete the configuration for user stories within ServiceNow or other cloud-based technologies
  • Facilitate change request process with Product Owner
  • Create and maintain traceability to requirements and testing outcomes
  • Support integration team to map data from source to target system
  • Monitor metrics on the usage of self-service solutions and gather feedback to improve usability, promote continued self-service and prioritize future self-service investment
  • 10% domestic travel can be expected

Basic Qualifications:

Master's degree


Bachelor's degree and 2 years of Information Systems experience


Associates degree and 4 years of Information Systems experience


High school diploma / GED and 6 years of Information Systems experience


What we expect of you

We are all different, yet we all use our unique contributions to serve patients. The professional we seek has these qualifications.

Preferred Qualifications:

  • Bachelor's or Master's in computer science, engineering, information systems or related field
  • Strong understanding of service management frameworks (e.g. ITIL)
  • Experience using ServiceNow and UIPath to develop self-service business solutions
  • Experience collaborating with business partners for soliciting, gathering, and analyzing user input and requirements
  • Experience managing user stories using Jira and creating to-be process flow diagrams
  • Experience working in an Agile (SAFe, Scrum, Kanban) or hybrid (Agile/Waterfall) environment
  • Ability to analyze and problem-solve in a fast-paced environment
  • Strong presentation, communication (written and verbal) skills, and interpersonal skills
  • Ability to balance and prioritize tasks within a collaborative team environment
  • Drive, desire and flexibility to learn and grow technical and functional skills required to get the job done
  • Ability to build and execute effective test plans, test scripts and traceability matrix
  • Experience leading and supporting users through user acceptance testing
  • Experience using ServiceNow applications such as ITSM, ITBM, ITOM, GRC, HRSD or Security Operations
  • Excellent organizational skills with critical eye for detail
  • Excellent Microsoft Excel, Word, and PowerPoint skills
  • Experience working cross-functionally in a hybrid on-site/remote environment
  • Experience working in a highly collaborative and culturally diverse environment
  • Ability to read and conceptually understand programming code


Some of the vast rewards of working here

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.
  • Full support and career-development resources to expand your skills, enhance your expertise, and maximize your potential along your career journey
  • A 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-with compensation and benefits rated above 4 stars (out of 5) on Glassdoor

Apply now

for a career that defies imagination

Objects in your future are closer than they appear. 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.

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.

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.