Specialist IS Bus Sys Analyst - Service Desk Automation
Specialist IS Bus Sys Analyst - Service Desk Automation
India - Hyderabad Apply NowJoin Amgen’s Mission of Serving Patients
At Amgen, if you feel like you’re part of something bigger, it’s because you are. Our shared mission—to serve patients living with serious illnesses—drives all that we do.
Since 1980, we’ve helped pioneer the world of biotech in our fight against the world’s toughest diseases. With our focus on four therapeutic areas –Oncology, Inflammation, General Medicine, and Rare Disease– we reach millions of patients each year. As a member of the Amgen team, you’ll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives.
Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you’ll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.
What you will do
Let’s do this. Let’s change the world. 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 Amgen’s 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 Amgen’s IT support ecosystem.
Roles & Responsibilities:
- Act as Product Owner for Amgen’s 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.
Equal opportunity statement
Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.
What you can expect of us
As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the way.
In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.
