Specialist IS Bus Sys Analyst - Service Desk Automation

Join Amgen's mission of serving patients and make a lasting impact on the lives of patients as you research, manufacture, and deliver innovative medicines. As a Specialist IS Bus Sys Analyst - Service Desk Automation, you will design, deliver, and optimize self-service solutions to improve the user experience, reduce manual support, and streamline service delivery.

Requirements

• Doctorate degree / Master's degree / Bachelor's degree and 8 to 13 years of Computer Science, IT or related field experience
• Conversational Automation: Solid experience designing, managing, and improving chatbot or virtual agent solutions in an enterprise setting
• ServiceNow Virtual Agent & ITSM Experience: Hands-on experience with ServiceNow Virtual Agent or similar products, including integration with request management, knowledge base, and live agent handoff
• Data-Driven Optimization: Proven ability to analyze automation performance metrics, interpret feedback, and prioritize enhancements based on business impact
• Product Ownership & Agile Delivery: Experience managing product backlogs, defining user stories, collaborating with developers, and delivering in Agile or Scaled Agile environments

Benefits

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