Specialist IS Bus Sys Analyst - Service Desk Automation

Join Amgen's Mission of Serving Patients. At Amgen, if you feel like you're part of something bigger, it's because you are. Our shared mission—to serve patients living with serious illnesses—drives all that we do.

Requirements

• Act as Product Owner for Amgen's Virtual Agent and self-service automation platform, driving development and delivery of chatbot workflows and experiences.
• Define the roadmap and backlog for Virtual Agent enhancements, integrating AI/ML capabilities, knowledge articles, request fulfillment, and live agent handoffs.
• Collaborate with Global Service Desk leadership to identify top call drivers and automation opportunities.
• Partner with ServiceNow developers and UX designers to create conversational flows that align with support goals and user expectations.
• Ensure automation use cases align with ITSM processes and integrate seamlessly with the broader service catalog and request workflows.
• Monitor chatbot performance and user feedback; analyze intent usage, resolution rates, deflection, and satisfaction metrics to drive continuous improvement.
• Maintain and document conversation models, test cases, release plans, and communication strategies to support consistent delivery and governance.
• Support training and onboarding of chatbot partners across regional teams, including guidance on conversation design and intent maintenance.
• Serve as a customer concern point of contact for regional support teams regarding chatbot issues and enhancement requests.
• Ensure solutions align with accessibility, compliance, and security standards while optimizing service delivery outcomes.

Benefits

• Competitive and comprehensive Total Rewards Plans that are aligned with local industry standards
• Equal opportunity statement