What you will do Amgen is seeking a Sr Associate IS Business Systems Analyst to support and help lead the development of Request Management processes and Service Catalog enhancements within the ServiceNow platform. In this role, you will act as a junior-level Process Owner, collaborating with stakeholders to analyze current request fulfillment workflows, identify improvement opportunities, and support the delivery of automation to enhance service efficiency and user experience.
The successful candidate will work alongside platform teams, business service owners, and other ITSM process leads to implement standard methodologies, design and maintain service catalog items, and contribute to the strategic roadmap for request management. This role is ideal for someone early in their career in service management who is eager to grow their expertise and play a meaningful role in process optimization efforts.
Roles & Responsibilities: - Support the Request Management process lifecycle from design to optimization, ensuring alignment with user needs and ITIL best practices.
- Maintain and enhance Service Catalog items in the ServiceNow platform, including form design, workflows, approvals, and fulfillment logic.
- Gather and analyze requirements from business and technical stakeholders to implement improvements to request workflows.
- Work with the ServiceNow platform team to test and deploy enhancements, ensuring functionality, usability, and compliance with standards.
- Monitor and report on catalog request volumes, SLAs, and performance metrics to identify improvement opportunities.
- Document request fulfillment processes, SOPs, and knowledge articles to support user training and adoption.
- Support the identification and implementation of automation opportunities that reduce manual work and improve request fulfillment time.
- Collaborate with other ITSM process owners (e.g., Incident, Change, CMDB) to ensure integration and consistency across service management practices.
- Act as a point of contact for catalog request-related issues, solving problems and calling out when necessary.
- Participate in governance and user feedback sessions to ensure continual service improvement.
Basic Qualifications:
- Master's degree / Bachelor's degree and 5 to 9 years of relevant experience
Must-Have Skills:
- Request Management Process Understanding: Foundational knowledge of ITIL-aligned request management processes and workflows.
- ServiceNow Platform Familiarity: Experience using or supporting ServiceNow, particularly the Service Catalog and Request Management modules.
- Requirements Gathering & Testing: Ability to document user requirements and support the testing of enhancements and updates.
- Basic Reporting & Metrics Awareness: Understanding of service performance metrics (e.g., SLAs, request volumes) and how they inform improvements.
Good-to-Have Skills:
- Catalog Item Design: Exposure to building or maintaining catalog items, workflows, and forms within an ITSM platform.
- Process Documentation: Ability to produce clear, concise documentation and training materials for processes and systems.
- Automation Awareness: Basic familiarity with automation opportunities within ITSM platforms such as ServiceNow (e.g., approvals, task routing).
- ITIL Foundation Knowledge: General understanding of ITIL concepts, especially related to Service Request and Service Delivery.
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.
