Specialist IS Bus Sys Analyst - Incident/Problem Management

Join Amgen's mission of serving patients as a Specialist IS Bus Sys Analyst - Incident/Problem Management. In this role, you will be responsible for ensuring the design, execution, and continuous improvement of Incident and Problem Management processes within the ServiceNow platform. The role requires strong analytical skills, a deep understanding of ITSM standard methodologies, and the ability to work effectively within a highly matrixed organization.

Requirements

• Doctorate degree / Master's degree / Bachelor's degree and 8 to 13 years of experience in Computer Science, IT or related field
• In-depth understanding of ITIL-based incident and problem management practices and their application within enterprise environments
• Experience configuring and optimizing Incident and Problem Management modules within the ServiceNow platform
• Solid ability to analyze data, identify inefficiencies, and design solutions to improve service performance and reduce recurring issues
• Gather business requirements, prioritize enhancements, and communicate effectively across technical and non-technical teams
• Root cause analysis methodologies and the ability to identify service trends for proactive resolution
• Compliance requirements in regulated industries such as biotechnology or pharmaceuticals
• Knowledge of how Incident and Problem Management integrate with other processes such as Change, Release, and Knowledge Management
• Experience using visualization and reporting tools (e.g., Tableau, Spotfire, ServiceNow Performance Analytics) to drive process insight and optimization

Benefits

• Competitive benefits
• Comprehensive Total Rewards Plans
• Competitive salary