Sr Associate IS Bus Sys Analyst - Knowledge Management

Join Amgen's mission of serving patients and make a lasting impact on the lives of patients as a Sr Associate IS Business Systems Analyst. As a junior-level process owner, you will play a key role in maintaining and optimizing Amgen's knowledge lifecycle within the ServiceNow platform to enhance user experience, service resolution, and self-service adoption.

Requirements

• Support the governance and execution of Amgen's Knowledge Management process using Knowledge-Centered Service (KCS) practices.
• Maintain knowledge workflows, article templates, and approval processes in the ServiceNow Knowledge module.
• Collaborate with knowledge contributors, owners, and reviewers to ensure content quality, usability, and lifecycle management.
• Track and analyze knowledge metrics such as article reuse, deflection rates, and content lifecycle indicators to identify process improvements.
• Promote self-service enablement by identifying knowledge gaps and working with stakeholders to close them.
• Assist with training and communication campaigns to support adoption of KCS practices and system features.
• Ensure articles meet compliance and style guidelines and are regularly reviewed for accuracy and relevance.
• Serve as a point of contact for knowledge-related issues and support audits or internal reviews.
• Participate in continuous improvement initiatives and cross-process collaboration to integrate knowledge more effectively into the ITSM ecosystem.

Benefits

• Competitive and comprehensive Total Rewards Plans
• Opportunities for professional and personal growth and well-being
• Inclusive environment of diverse, ethical, committed and highly accomplished people