What you will do In this vital role you will serve as the Product and Process Owner for Self-Service Automation solutions, including the Global Service Desk Virtual Agent (Chatbot). This senior-level individual contributor will be responsible for the design, delivery, and optimization of thoughtful self-service solutions that improve the user experience, reduce manual support, and streamline service delivery.
This role works closely with Global Service Desk leadership, regional support teams, and the ServiceNow platform team to identify automation opportunities, build scalable conversational workflows, and continuously enhance the self-service capabilities of Amgens virtual agent. The individual will also act as a regional point of escalation for chatbot-related inquiries and automation improvement initiatives. This is a high-visibility role with broad impact across Amgens IT support ecosystem.
Roles & Responsibilities: - Act as Product Owner for Amgens Virtual Agent and self-service automation platform, driving development and delivery of chatbot workflows and experiences.
- Define the roadmap and backlog for Virtual Agent enhancements, integrating AI/ML capabilities, knowledge articles, request fulfillment, and live agent handoffs.
- Collaborate with Global Service Desk leadership to identify top call drivers and automation opportunities.
- Partner with ServiceNow developers and UX designers to create conversational flows that align with support goals and user expectations.
- Ensure automation use cases align with ITSM processes and integrate seamlessly with the broader service catalog and request workflows.
- Monitor chatbot performance and user feedback; analyze intent usage, resolution rates, deflection, and satisfaction metrics to drive continuous improvement.
- Maintain and document conversation models, test cases, release plans, and communication strategies to support consistent delivery and governance.
- Support training and onboarding of chatbot partners across regional teams, including guidance on conversation design and intent maintenance.
- Serve as a customer concern point of contact for regional support teams regarding chatbot issues and enhancement requests.
- Ensure solutions align with accessibility, compliance, and security standards while optimizing service delivery outcomes.
What we expect of you We are all different, yet we all use our unique contributions to serve patients.
Basic Qualifications:
- Doctorate degree / Master's degree / Bachelor's degree and 8 to 13 years of Computer Science, IT or related field experience
Preferred Qualifications:
Functional Skills: Must-Have Skills:
- 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.
Good-to-Have Skills: - Natural Language Understanding (NLU): Familiarity with NLU configuration, intent training, and conversational design principles.
- User Experience Awareness: Understanding of conversational UX design standard methodologies, accessibility requirements, and user-centric development.
- Regional Support Alignment: Experience working with global support organizations and serving as a point of contact for cross-regional coordination.
- Service Delivery Attitude: Solid understanding of IT support operations and the role automation plays in driving efficiency and service consistency.
Professional Certifications: - ITIL v3/4 Foundation Certification (preferred)
- ServiceNow Certified Implementation Specialist - Virtual Agent (preferred)
- SAFe Product Owner/Product Manager (preferred)
- Conversational Design or NLU/AI training certifications (nice to have)
Soft Skills: - Attention to Detail: Careful and thorough in documenting and tracking process activities, ensuring accuracy in data entry, workflows, and testing.
- Effective Communication: Clearly and confidently communicates with both technical and non-technical audiences across multiple teams and organizational levels.
- Analytical & Problem-Solving: Skilled in interpreting data, identifying root causes, and developing practical, data-driven solutions to complex issues.
- Initiative & Accountability: Highly self-motivated and proactive, with a solid sense of ownership and follow-through on tasks and process improvements.
- Collaboration & Teamwork: Works effectively within global, multi-functional teams and contributes constructively to achieving shared objectives.
- Adaptability & Flexibility: Maintains productivity and composure in dynamic environments with shifting priorities, while ensuring high-quality outcomes.
- Time & Task Management: Manages multiple responsibilities efficiently, balancing priorities to meet deadlines and deliver consistent value.
- Process-Oriented Thinking: Demonstrates attention to detail with a structured, methodical approach to process analysis, improvement, and documentation.
- User & Customer Focus: Keeps partner and end-user needs central when evaluating, designing, or enhancing self-service automation solutions.
