Senior Associate Corporate Services Customer Support

In this vital role, you will serve as the second line of support, after AI-assisted self-service, for Amgen staff. You will assist with issues related to Travel, Expense, and other corporate services. This position is critical for ensuring that staff can quickly and effectively resolve administrative issues, allowing them to focus on supporting patients. The ideal candidate will have experience in a customer-facing role and a strong customer service mindset.

Roles & Responsibilities

• Customer Support:

  Handle incoming queries via

  ServiceNow

  related to corporate services. You will troubleshoot issues related to Travel, Expense, and general corporate services operations.

• Issue Resolution & Escalation:

  Maintain logs of common issues and their resolutions. You will escalate complex cases to the appropriate internal teams for resolution.

• Knowledge Management:

  Update the AI assistant and knowledge articles based on frequently asked questions and their answers to improve self-service capabilities.

Technical Skills

• Experience working with

  ServiceNow

  and

  SAP Concur

  .
• Experience supporting corporate services (including Travel, Expense, and Meetings Management) is preferred.
• Basic knowledge of Travel and Expense management tools and processes.
• Familiarity with industries practicing

  GxP

  or other highly regulated industries is a plus.

Qualifications

• A Bachelor's degree with a minimum of three years of experience in a customer-facing role.

Soft Skills

• Customer Focus:

  Strong customer service orientation and the ability to demonstrate empathy.

• Communication:

  Clear and concise communication skills, with the ability to respond quickly and thoughtfully to questions and concerns.

• Organization:

  Strong time management skills and the ability to prioritize tasks effectively.

• Problem-Solving:

  The ability to troubleshoot operational issues and find effective resolutions.