Career Category

Information Systems

Job Description

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.

Since 1980, we’ve helped pioneer the world of biotech in our fight against the world’s toughest diseases. With our focus on four therapeutic areas –Oncology, Inflammation, General Medicine, and Rare Disease– we reach millions of patients each year. As a member of the Amgen team, you’ll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives.

Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you’ll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.

What you will do

Let’s do this. Let’s change the world. In this vital role you will lead a high-performing team of developers and administrators focused on transforming IT Service Management (ITSM), Integrated Risk Management (GRC/IRM), and self-service automation processes. You will drive the delivery of innovative technology solutions, including Employee Center Pro, Service Portal, Knowledge Management, Performance Analytics, Virtual Agent, Now Assist GPT, and mobile apps. Your team will focus on improving IT processes, enhancing the user experience, and delivering automation that positively impacts business outcomes.

The ideal candidate will have a proven track record of leadership in technology-driven environments, specifically in IT service delivery and process optimization, with a passion for fostering innovation and excellence in the biotechnology industry. This role requires deep expertise in the ServiceNow platform, including a strong background in the end-to-end software development lifecycle and a foundation in Scaled Agile practices. You will be responsible for leading and developing a highly talented team focused on delivering high-end, innovative technologies that drive key organizational initiatives. Collaboration with cross-functional and global teams is essential to ensure seamless integration and operational excellence. The ability to lead transformation efforts, drive central initiatives, and deliver high-quality results in a matrixed organizational structure is critical to success in this role.

Roles & Responsibilities:

• Lead and mentor a team of ServiceNow developers and administrators responsible for ITSM and GRC/IRM automation, self-service solutions, and user experience improvements

• Develop and implement the strategic roadmap for ITSM automation, ensuring alignment with business objectives and technology goals

• Oversee the implementation and optimization of key ServiceNow capabilities, including Employee Center Pro, Service Portal, Knowledge Management, Performance Analytics, Virtual Agent, Now Assist GPT, and mobile apps

• Maintain strategic relationships and strong communication with the leadership team about IS services and service roadmaps to ensure all collaborators are informed and engaged

• Drive continuous improvement initiatives to enhance ITSM processes, improve user satisfaction, and automate workflows, demonstrating data analytics and performance insights

• Collaborate with geographically dispersed teams, including those in the US and other international locations, to ensure seamless integration and operational excellence

• Oversee the software development lifecycle, ensuring standard methodologies in development, testing, and deployment across the ServiceNow platform

• Foster a culture of collaboration, innovation, and continuous improvement within the team and across the organization

• Develop and implement strategic plans for technology and workforce growth, including attracting and developing top talent, particularly within India, while ensuring global standards and practices are followed

• Lead and manage large, diverse teams within a matrixed organization, delegating effectively, motivating the team, and championing diversity and inclusion

• Responsible for managing, growing, and developing the Amgen Technology team in India, embedding global ways of working in the local organization

• Work with Product Owners, Service Owners, and delivery teams to ensure that delivery matches commitments, acting as a customer concern point and facilitating communication when service commitments are unmet

• Contribute to defining business outcomes, technology solutions, and services that align with organizational needs, ensuring ongoing alignment with strategy, compliance, and regulatory requirements

• Improve measurement activities by crafting, monitoring, and optimizing relevant feedback loops through 'test & learn' activities

• Ensure communication of key performance metrics and analysis of unmet needs to senior leadership, driving alignment with the Technology & Digital strategy

• Participate in collaborator and leadership meetings, working closely with other parts of the organization and functional groups to ensure successful delivery

• Oversee operating and product team budgets, ensuring regular review of actuals and managing according to agreed governance standards

• Facilitate standard methodology sharing, ensuring alignment of technology service plans across the organization and demonstrating global standards for compliance, GxP, and privacy

What we expect of you

We are all different, yet we all use our unique contributions to serve patients.

Basic Qualifications:

• Master’s degree with 8 - 10 years of experience in Business, Engineering, IT or related field OR

• Bachelor’s degree with 10 - 14 years of experience in Business, Engineering, IT or related field OR

• Diploma with 14 - 18 years of experience in Business, Engineering, IT or related field

• Leadership & Team Development: Proven experience in leading and developing a successful team of ServiceNow developers and administrators, building a culture of innovation and continuous improvement within the team to deliver innovative solutions and platform improvements.

• ServiceNow ITSM & GRC Expertise: Deep expertise in configuring and optimizing ITSM modules (Incident, Problem, Change, Request Management) and GRC/IRM workflows to align technology solutions with business goals, driving efficiency and risk management.

• Self-Service & Automation Strategy: Strong experience designing and implementing self-service automation solutions, including Employee Center Pro, Service Portal, Knowledge Management, and Virtual Agent (Now Assist GPT), to enhance user experience and streamline IT Service Management processes.

• Methodologies & Best Practices: Extensive experience applying technology standard methodologies and frameworks, such as Scaled Agile (SAFe), ITIL, or other methodologies, to manage and optimize platform operations, ensuring scalability, compliance, efficiency, and alignment with business processes.

• Stakeholder Management & Collaboration: Strong skills in collaborating with cross-functional teams, business collaborators, and executives to ensure alignment of Self-Service Automation and IT Service Management initiatives with business outcomes, managing expectations, and ensuring successful delivery of projects.

Preferred Qualifications:

• Performance Analytics & Reporting: Ability to demonstrate Performance Analytics, create dashboards, and generate real-time reports to monitor IT service delivery performance and continuously improve user satisfaction and platform efficiency.

• Mobile Application Strategy: Experience in deploying and optimizing ServiceNow’s mobile applications to improve service accessibility, enabling employees to access services and workflows from any device, enhancing overall user engagement.

• Leadership in Regulated Environments: Experience in a leadership role within regulated industries, such as pharmaceuticals or technology, ensuring compliance with industry regulations and standard methodologies in ITSM, GRC, and automation solutions.

• Cross-Module & Custom Application Support: Understanding of how ITSM and GRC integrate with other ServiceNow modules and custom applications, ensuring cohesive platform management and supporting broader organizational goals.

• User-Centered Process Improvement: Strong focus on improving IT processes and user experiences through automation, demonstrating tools like Virtual Agent, Now Assist GPT, and mobile apps to enhance the self-service experience and reduce manual tasks.

Professional Certifications:

• Scaled Agile Framework (SAFe) for Teams (preferred)

• ITIL Foundation (preferred)

Soft Skills:

• Excellent leadership and team management skills

• Strong transformation and change management experience

• Exceptional collaboration and communication skills

• High degree of initiative and self-motivation

• Ability to manage multiple priorities successfully

• Team-oriented with a focus on achieving team goals

• Strong presentation and public speaking skills

• Excellent analytical and troubleshooting skills

• Strong verbal and written communication skills

• Ability to work effectively with global, virtual teams

What you can expect of us

As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the way.

In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.

Apply now

for a career that defies imagination

Objects in your future are closer than they appear. Join us.

careers.amgen.com

As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease.

Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other basis protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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