Specialist IS Bus Sys Analyst - Service Desk Automation
Amgen
Specialist IS Bus Sys Analyst - Service Desk Automation
Job Description
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.
What you will do
- 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
- Basic Qualifications: Doctorate degree / Master's degree / Bachelor's degree and 8 to 13 years of Computer Science, IT or related field experience
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.
- 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.
- 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.
What you can expect of us
- Competitive benefits
- Collaborative culture
- Support for professional and personal growth and well-being
- Competitive and comprehensive Total Rewards Plans that are aligned with local industry standards
Locations
- Hyderabad, India
Salary
Salary not disclosed
Estimated Salary Rangehigh confidence
25,000 - 40,000 USD / yearly
Source: xAI estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Conversational Automation: Solid experience designing, managing, and improving chatbot or virtual agent solutions in an enterprise setting.intermediate
- 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.intermediate
- Data-Driven Optimization: Proven ability to analyze automation performance metrics, interpret feedback, and prioritize enhancements based on business impact.intermediate
- Product Ownership & Agile Delivery: Experience managing product backlogs, defining user stories, collaborating with developers, and delivering in Agile or Scaled Agile environments.intermediate
- Natural Language Understanding (NLU): Familiarity with NLU configuration, intent training, and conversational design principles.intermediate
- User Experience Awareness: Understanding of conversational UX design standard methodologies, accessibility requirements, and user-centric development.intermediate
- Regional Support Alignment: Experience working with global support organizations and serving as a point of contact for cross-regional coordination.intermediate
- Service Delivery Attitude: Solid understanding of IT support operations and the role automation plays in driving efficiency and service consistency.intermediate
- Attention to Detail: Careful and thorough in documenting and tracking process activities, ensuring accuracy in data entry, workflows, and testing.intermediate
- Effective Communication: Clearly and confidently communicates with both technical and non-technical audiences across multiple teams and organizational levels.intermediate
- Analytical & Problem-Solving: Skilled in interpreting data, identifying root causes, and developing practical, data-driven solutions to complex issues.intermediate
- Initiative & Accountability: Highly self-motivated and proactive, with a solid sense of ownership and follow-through on tasks and process improvements.intermediate
- Collaboration & Teamwork: Works effectively within global, multi-functional teams and contributes constructively to achieving shared objectives.intermediate
- Adaptability & Flexibility: Maintains productivity and composure in dynamic environments with shifting priorities, while ensuring high-quality outcomes.intermediate
- Time & Task Management: Manages multiple responsibilities efficiently, balancing priorities to meet deadlines and deliver consistent value.intermediate
- Process-Oriented Thinking: Demonstrates attention to detail with a structured, methodical approach to process analysis, improvement, and documentation.intermediate
- User & Customer Focus: Keeps partner and end-user needs central when evaluating, designing, or enhancing self-service automation solutions.intermediate
Required Qualifications
- Basic Qualifications: Doctorate degree / Master's degree / Bachelor's degree and 8 to 13 years of Computer Science, IT or related field experience (experience)
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.
Benefits
- general: Competitive benefits
- general: Collaborative culture
- general: Support for professional and personal growth and well-being
- general: Competitive and comprehensive Total Rewards Plans that are aligned with local industry standards
Tags & Categories
Specialist IS Bus Sys Analyst - Service Desk Automation
Amgen
Specialist IS Bus Sys Analyst - Service Desk Automation
Job Description
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.
What you will do
- 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
- Basic Qualifications: Doctorate degree / Master's degree / Bachelor's degree and 8 to 13 years of Computer Science, IT or related field experience
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.
- 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.
- 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.
What you can expect of us
- Competitive benefits
- Collaborative culture
- Support for professional and personal growth and well-being
- Competitive and comprehensive Total Rewards Plans that are aligned with local industry standards
Locations
- Hyderabad, India
Salary
Salary not disclosed
Estimated Salary Rangehigh confidence
25,000 - 40,000 USD / yearly
Source: xAI estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Conversational Automation: Solid experience designing, managing, and improving chatbot or virtual agent solutions in an enterprise setting.intermediate
- 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.intermediate
- Data-Driven Optimization: Proven ability to analyze automation performance metrics, interpret feedback, and prioritize enhancements based on business impact.intermediate
- Product Ownership & Agile Delivery: Experience managing product backlogs, defining user stories, collaborating with developers, and delivering in Agile or Scaled Agile environments.intermediate
- Natural Language Understanding (NLU): Familiarity with NLU configuration, intent training, and conversational design principles.intermediate
- User Experience Awareness: Understanding of conversational UX design standard methodologies, accessibility requirements, and user-centric development.intermediate
- Regional Support Alignment: Experience working with global support organizations and serving as a point of contact for cross-regional coordination.intermediate
- Service Delivery Attitude: Solid understanding of IT support operations and the role automation plays in driving efficiency and service consistency.intermediate
- Attention to Detail: Careful and thorough in documenting and tracking process activities, ensuring accuracy in data entry, workflows, and testing.intermediate
- Effective Communication: Clearly and confidently communicates with both technical and non-technical audiences across multiple teams and organizational levels.intermediate
- Analytical & Problem-Solving: Skilled in interpreting data, identifying root causes, and developing practical, data-driven solutions to complex issues.intermediate
- Initiative & Accountability: Highly self-motivated and proactive, with a solid sense of ownership and follow-through on tasks and process improvements.intermediate
- Collaboration & Teamwork: Works effectively within global, multi-functional teams and contributes constructively to achieving shared objectives.intermediate
- Adaptability & Flexibility: Maintains productivity and composure in dynamic environments with shifting priorities, while ensuring high-quality outcomes.intermediate
- Time & Task Management: Manages multiple responsibilities efficiently, balancing priorities to meet deadlines and deliver consistent value.intermediate
- Process-Oriented Thinking: Demonstrates attention to detail with a structured, methodical approach to process analysis, improvement, and documentation.intermediate
- User & Customer Focus: Keeps partner and end-user needs central when evaluating, designing, or enhancing self-service automation solutions.intermediate
Required Qualifications
- Basic Qualifications: Doctorate degree / Master's degree / Bachelor's degree and 8 to 13 years of Computer Science, IT or related field experience (experience)
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.
Benefits
- general: Competitive benefits
- general: Collaborative culture
- general: Support for professional and personal growth and well-being
- general: Competitive and comprehensive Total Rewards Plans that are aligned with local industry standards
Tags & Categories