What you will do Amgen is seeking a Sr Associate IS Business Systems Analyst to support and help lead the Change and Release Management processes within the ServiceNow platform. This junior-level process owner role is responsible for the documentation, enhancement, and day-to-day operational support of the change and release lifecycle, ensuring compliance with standard processes while seeking opportunities to streamline and automate.
The ideal candidate will assist in managing the change and release process flow, help develop supporting workflows and approvals, track process metrics, and collaborate with stakeholders to drive efficiency and continuous improvement. This position offers an excellent opportunity for early-career professionals interested in IT Service Management to develop their skills while making an impact on service reliability and governance.
Roles & Responsibilities: - Support the operational execution and enhancement of the Change and Release Management processes in alignment with ITIL standard methodologies.
- Assist in the administration and configuration of the Change Management workflows within the ServiceNow platform, including approvals, risk assessments, and calendar integrations.
- Maintain change documentation, including process diagrams, SOPs, and training guides.
- Gather business requirements to propose system improvements, automation opportunities, and user experience enhancements.
- Monitor and analyze change and release metrics (e.g., change success rate, implementation lead time, emergency changes) to support process optimization.
- Collaborate with change requestors, approvers, and CAB (Change Advisory Board) participants to ensure process alignment and coordination.
- Help schedule and manage standard and major releases, coordinating across impacted teams.
- Support audit and compliance activities by ensuring that change records are properly documented and traceable.
- Solve issues with change records or workflows and work with platform teams to implement solutions.
- Participate in governance forums and process improvement workshops, offering insights based on operational experience.
What we expect of you We are all different, yet we all use our unique contributions to serve patients. The professional we seek is someone with these qualifications.
Basic Qualifications:
- Master's degree / Bachelor's degree and 5 to 9 years of relevant experience
Must-Have Skills:
- Change Management Process Understanding: Foundational knowledge of ITIL-aligned change management, including risk categorization, CAB, and implementation tracking.
- ServiceNow Platform Familiarity: Hands-on experience supporting or using ServiceNows Change and Release Management modules.
- Workflow & Process Analysis: Ability to map processes, analyze inefficiencies, and identify automation opportunities.
- Metrics & Reporting Awareness: Understanding of common process metrics (e.g., success rate, failed changes) and ability to interpret trends.
Good-to-Have Skills:
- Release Coordination Exposure: Basic familiarity with release cycles and coordinating across stakeholders during code or infrastructure deployments.
- Compliance & Documentation: Understanding of regulatory or audit needs related to IT change control documentation.
- Collaboration & Communication: Ability to clearly communicate with technical teams, service owners, and business users.
- Agile and DevOps Awareness: Exposure to Agile methodologies or CI/CD practices and how they influence change and release processes.
Professional Certifications:
- ITIL v3/4 Foundation Certification (preferred)
- ServiceNow Fundamentals or Certified System Administrator (preferred)
- Scaled Agile Framework (SAFe) for Teams (preferred)
Soft Skills:
- Attention to Detail: Careful and thorough in documenting and tracking process activities, ensuring accuracy in data entry, workflows, and testing.
- Initiative & Curiosity: Proactive and eager to learn, take on new challenges, and contribute ideas that support process simplification and continuous improvement.
- Time Management: Capable of managing and prioritizing tasks with minimal supervision while delivering work on time.
- Team Collaboration: Works effectively within collaborative, multi-functional teams; values input from others and contributes to shared goals.
- Communication: Able to clearly communicate with team members and stakeholders, both verbally and in writing, including sharing process updates and changes in a supportive way.
- Analytical Thinking & Problem-Solving: Able to interpret data trends, investigate root causes, and recommend meaningful process enhancements.
- Accountability: Takes ownership of assigned responsibilities and follows through to completion, proactively seeking support when needed.
- Adaptability & Flexibility: Comfortable in dynamic environments where priorities may shift; able to quickly adapt to changes in processes, tools, or direction.
