What you will do
In this vital role you will collaborate with infrastructure teams, application owners, platform engineers, and service management leaders to ensure the CMDB and IT asset data is accurate, complete, and aligned to enterprise standards. A key focus will be on identifying process and data quality improvements, defining user stories, enhancing automation capabilities, and ensuring continuous alignment with compliance, audit, and operational excellence goals.
- Serve as the Product Owner for Configuration and Asset Management processes within the ServiceNow platform.
- Collaborate with platform engineers, discovery owners, and business service owners to maintain and improve the quality, completeness, and accuracy of CMDB data.
- Define process documentation, configuration models, and CI relationships to support visibility and traceability across the IT ecosystem.
- Identify and prioritize enhancements to the CMDB, including automated discovery, integrations, reconciliation rules, and reporting dashboards.
- Develop user stories and process requirements to guide system enhancements in collaboration with ServiceNow administrators and developers.
- Support compliance and audit efforts by ensuring process controls and documentation meet regulatory and internal governance standards.
- Monitor key data quality indicators (DQIs), configuration item lifecycle status, and related KPIs; provide insights for continuous improvement.
- Support training, communication, and onboarding related to CMDB and ITAM process adoption.
- Partner with ITSM process owners (e.g., Change, Incident, Problem) to align configuration data usage and dependencies.
- Act as a subject matter expert and advocate for best practices in configuration and asset management processes.
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 Business Systems Analyst to serve as the Product and Process Owner for Configuration Management (CMDB) and IT Asset Management (ITAM) processes within the ServiceNow platform. This individual contributor role is responsible for the ongoing development, governance, and optimization of these ITIL-aligned processes and their supporting technologies.
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
- Configuration Management Expertise: Solid understanding of CMDB principles, service modeling, CI lifecycle, and ITIL-based configuration management practices.
- ServiceNow CMDB & ITAM Knowledge: Hands-on experience managing and improving Configuration and Asset Management modules within ServiceNow.
- Data Quality & Governance: Ability to define and monitor data quality metrics, reconciliation rules, and process controls to ensure CMDB accuracy.
- Process Documentation & Requirements Gathering: Strong skills in documenting processes, mapping data flows, and translating business needs into actionable requirements.
Preferred Qualifications & Skills:
- Discovery & Integration Knowledge: Familiarity with ServiceNow Discovery and integrations with third-party data sources for CMDB enrichment.
- Audit & Compliance Awareness: Experience supporting regulatory and internal audits with documented processes, controls, and evidence.
- Visualization & Reporting: Ability to build or define dashboards and reports to track CI health, relationships, lifecycle, and DQIs.
- Cross-Process Collaboration: Understanding of how configuration data supports other ITSM processes (e.g., Change, Incident, Problem) and service modeling.
Professional Certifications:
- ITIL v3/4 Foundation Certification (mandatory)
- ServiceNow Certified Implementation Specialist (CMDB/ITAM) (preferred)
- Certified Service Asset and Configuration Manager (CSAM) (preferred)
- Scaled Agile Framework (SAFe) for Teams (preferred)
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, cross-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 customer 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 stakeholder and end-user needs central when evaluating, designing, or enhancing processes and tools, with a focus on usability, integrity, and value.
