Amgen

Information Systems Mgr - Service Desk

Join Amgen in Hyderabad as an Information Systems Manager for the Service Desk. Lead operations, drive ServiceNow automation, and enhance support initiatives.

ServiceNow Role Type:
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Support Specialist
ServiceNow Modules:
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Incident Management
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Virtual Agent
ServiceNow Certifications (nice to have):

Job description

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Posted on:
 
July 26, 2025

Join Amgen's mission of serving patients and transform your career by leading the operations of Amgen's Global Service Desk and driving key initiatives such as self-service enablement and automation of support via ServiceNow.

Requirements

  • Lead and manage the operations of Amgen’s Global Service Desk (Level 0 – Level 2)
  • Serve as the primary interface between Amgen IS and service desk vendors to ensure contractual adherence, SLA performance, quality standards, and operational efficiency
  • Own and drive delivery of key initiatives such as "shift-left", self-service enablement, automation of support via ServiceNow, and AI virtual agents

Benefits

  • Competitive and comprehensive Total Rewards Plans
  • Collaborative culture
  • Support for professional and personal growth and well-being

Requirements Summary

8-13 years of experience, Doctorate degree / Master's degree / Bachelor's degree, ITIL v3/4 Foundation Certification (preferred)