Specialist IS Bus Sys Analyst - Demand Management

What you will do

This senior-level individual contributor will be responsible for leading demand intake, prioritization, and stakeholder communications across service delivery and automation initiatives. This role will work closely with platform owners, delivery teams, and service stakeholders to ensure the smooth coordination, tracking, and visibility of incoming requests and project communications.

A core part of this role involves developing and handling structured communication plans to support change readiness, adoption, and awareness of product enhancements and process improvements. The ideal candidate will have solid experience in demand and portfolio management, communication planning, and product delivery alignment in complex, multi-functional environments.

• Serve as the primary Demand Manager for the ServiceNow and Service Desk product teams, leading demand intake, triage, prioritization, and status reporting processes.
• Develop and run communication strategies and materials for platform releases, enhancements, and change impacts across a global audience.
• Partner with Product Owners, Business Analysts, and key customers to track work intake, clarify scope, and align requests to product roadmaps and capacity.
• Maintain and enhance the demand intake process and tooling, ensuring visibility and clarity of work in progress, backlog, and capacity.
• Facilitate customer engagement meetings, status updates, and portfolio reviews to communicate roadmap alignment, risks, and decisions.
• Develop and maintain change readiness content, including release notes, customer communications, user guides, and FAQs.
• Support process improvement initiatives related to demand management, customer feedback integration, and key partner alignment.
• Collaborate with service owners, developers, and ITSM process leads to ensure demand aligns with automation and service delivery performance goals.
• Monitor delivery performance metrics (e.g., demand aging, throughput, alignment to priorities) and use them to drive improvements in work intake and delivery planning.
• Ensure demand-related governance processes are followed, with appropriate documentation, prioritization workflows, and approvals.

What we expect of you

We are all different, yet we all use our unique contributions to serve patients. Amgen is seeking a Specialist IS Bus Sys Analyst to serve as the Demand Manager and Communications Specialist for the ServiceNow and Global Service Desk product teams.

Basic Qualifications & Skills:

• Doctorate degree / Master's degree / Bachelor's degree and 8 to 13 years of experience in Computer Science, IT or related field
• Demand Management Experience: Solid understanding of demand intake and prioritization processes across IT product teams.
• Stakeholder Engagement & Communications: Skilled in drafting and delivering stakeholder-facing communication strategies, especially in support of IT system and process changes.
• Work Intake & Portfolio Planning: Experience handling or coordinating product backlogs, requests, and capacity planning activities using tools like ServiceNow, JIRA.
• Product Alignment: Ability to connect requests and customer needs to team roadmaps, delivery landmarks, and strategic objectives.

Preferred Qualifications & Skills:

• ITSM & ServiceNow Knowledge: Familiarity with ServiceNow platform functions and the types of enhancements common to Service Desk and ITSM teams.
• Change Management Awareness: Experience supporting or performing organizational change and readiness activities in a large enterprise environment.
• Reporting & Metrics: Ability to create and interpret dashboards, demand reports, and communications effectiveness metrics.
• Agile & SAFe Experience: Understanding of Agile delivery models and the role of demand management within Agile/SAFe portfolios.

Professional Certifications:

• ITIL v3/4 Foundation Certification (preferred)
• SAFe Product Owner/Product Manager (preferred)
• ServiceNow Fundamentals or Certified System Administrator (preferred)
• Project or Portfolio Management Certifications (e.g., PMP, PPM) (nice to have)

Soft Skills:

• Attention to Detail: Careful and thorough in documenting and tracking process activities, with a solid focus on accuracy and completeness in data entry, validation, workflows, and testing.
• Effective Communication: Clearly and confidently communicates with both technical and non-technical audiences across diverse, multi-functional teams, influencing without direct authority when needed.
• Analytical & Problem-Solving: Skilled in interpreting data, identifying root causes, and developing practical, data-driven solutions to complex issues, including resolving data inconsistencies and driving process improvements.
• Initiative & Accountability: Highly self-motivated and proactive self-starter who works independently, handles priorities, and demonstrates strong ownership and follow-through on tasks and initiatives.
• Collaboration & Teamwork: Works effectively within global, multi-functional teams, actively supporting colleagues and contributing constructively to shared goals and process integrity.
• Adaptability & Flexibility: Maintains productivity and composure in dynamic environments with shifting priorities, evolving systems, and partner expectations, while ensuring high-quality outcomes.
• Time & Task Management: Handles multiple concurrent responsibilities efficiently, balancing priorities to consistently meet deadlines and deliver quality results.
• Process-Oriented Thinking: Demonstrates attention to detail with a structured, methodical approach to process analysis, improvement, and documentation.
• User & Customer Focus: Keeps key customer and end-user needs central when evaluating, designing, or enhancing processes and tools, with a focus on usability, integrity, and value.