Sr Associate IS Bus Sys Analyst - Knowledge Management
Amgen
Sr Associate IS Bus Sys Analyst - Knowledge Management
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
- Support the governance and execution of Amgen’s Knowledge Management process using Knowledge-Centered Service (KCS) practices.
- Maintain knowledge workflows, article templates, and approval processes in the ServiceNow Knowledge module.
- Collaborate with knowledge contributors, owners, and reviewers to ensure content quality, usability, and lifecycle management.
- Assist in implementing and testing enhancements to the knowledge base, including search optimization, visibility rules, and feedback loops.
- Track and analyze knowledge metrics such as article reuse, deflection rates, and content lifecycle indicators to identify process improvements.
- Promote self-service enablement by identifying knowledge gaps and working with stakeholders to close them.
- Assist with training and communication campaigns to support adoption of KCS practices and system features.
- Ensure articles meet compliance and style guidelines and are regularly reviewed for accuracy and relevance.
- Serve as a point of contact for knowledge-related issues and support audits or internal reviews.
- Participate in continuous improvement initiatives and cross-process collaboration to integrate knowledge more effectively into the ITSM ecosystem.
What we expect of you
- Master's degree / Bachelor's degree and 5 to 9 years of relevant experience
Must-Have Skills
- Knowledge Management Fundamentals: Foundational understanding of KCS or structured knowledge sharing methodologies.
- ServiceNow Knowledge Module Familiarity: Experience supporting or using the ServiceNow Knowledge module, including article creation and management.
- Content Governance & Review: Ability to follow and support structured review cycles, version control, and knowledge article lifecycle management.
- User Experience Awareness: Understanding of search behavior, metadata tagging, and content presentation in support of intuitive knowledge access.
- KCS Certification or Training Exposure: Awareness or experience with Knowledge-Centered Service (KCS) practices and principles.
- Reporting & Analytics: Familiarity with knowledge-related KPIs and the ability to interpret basic usage and quality metrics.
- Content Strategy & Style Guide Awareness: Knowledge of technical writing standards and alignment to internal content style guides.
- Integration Awareness: Understanding of how Knowledge Management supports self-service portals, chatbots, and case deflection mechanisms.
- Professional Certifications: ITIL v3/4 Foundation Certification (preferred), ServiceNow Fundamentals or Certified System Administrator (preferred), KCS Fundamentals or KCS Practices Certification (preferred)
- 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.
What you can expect of us
- Competitive benefits
- Collaborative culture
- Competitive and comprehensive Total Rewards Plans that are aligned with local industry standards
Locations
- Hyderabad, India
Salary
Salary not disclosed
Estimated Salary Rangehigh confidence
15,000 - 25,000 USD / yearly
Source: xAI estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Knowledge Management Fundamentals: Foundational understanding of KCS or structured knowledge sharing methodologies.intermediate
- ServiceNow Knowledge Module Familiarity: Experience supporting or using the ServiceNow Knowledge module, including article creation and management.intermediate
- Content Governance & Review: Ability to follow and support structured review cycles, version control, and knowledge article lifecycle management.intermediate
- User Experience Awareness: Understanding of search behavior, metadata tagging, and content presentation in support of intuitive knowledge access.intermediate
- KCS Certification or Training Exposure: Awareness or experience with Knowledge-Centered Service (KCS) practices and principles.intermediate
- Reporting & Analytics: Familiarity with knowledge-related KPIs and the ability to interpret basic usage and quality metrics.intermediate
- Content Strategy & Style Guide Awareness: Knowledge of technical writing standards and alignment to internal content style guides.intermediate
- Integration Awareness: Understanding of how Knowledge Management supports self-service portals, chatbots, and case deflection mechanisms.intermediate
- Professional Certifications: ITIL v3/4 Foundation Certification (preferred), ServiceNow Fundamentals or Certified System Administrator (preferred), KCS Fundamentals or KCS Practices Certification (preferred)intermediate
- Attention to Detail: Careful and thorough in documenting and tracking process activities, ensuring accuracy in data entry, workflows, and testing.intermediate
- Initiative & Curiosity: Proactive and eager to learn, take on new challenges, and contribute ideas that support process simplification and continuous improvement.intermediate
- Time Management: Capable of managing and prioritizing tasks with minimal supervision while delivering work on time.intermediate
- Team Collaboration: Works effectively within collaborative, multi-functional teams; values input from others and contributes to shared goals.intermediate
- 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.intermediate
- Analytical Thinking & Problem-Solving: Able to interpret data trends, investigate root causes, and recommend meaningful process enhancements.intermediate
- Accountability: Takes ownership of assigned responsibilities and follows through to completion, proactively seeking support when needed.intermediate
- Adaptability & Flexibility: Comfortable in dynamic environments where priorities may shift; able to quickly adapt to changes in processes, tools, or direction.intermediate
Required Qualifications
- Master's degree / Bachelor's degree and 5 to 9 years of relevant experience (experience)
Responsibilities
- Support the governance and execution of Amgen’s Knowledge Management process using Knowledge-Centered Service (KCS) practices.
- Maintain knowledge workflows, article templates, and approval processes in the ServiceNow Knowledge module.
- Collaborate with knowledge contributors, owners, and reviewers to ensure content quality, usability, and lifecycle management.
- Assist in implementing and testing enhancements to the knowledge base, including search optimization, visibility rules, and feedback loops.
- Track and analyze knowledge metrics such as article reuse, deflection rates, and content lifecycle indicators to identify process improvements.
- Promote self-service enablement by identifying knowledge gaps and working with stakeholders to close them.
- Assist with training and communication campaigns to support adoption of KCS practices and system features.
- Ensure articles meet compliance and style guidelines and are regularly reviewed for accuracy and relevance.
- Serve as a point of contact for knowledge-related issues and support audits or internal reviews.
- Participate in continuous improvement initiatives and cross-process collaboration to integrate knowledge more effectively into the ITSM ecosystem.
Benefits
- general: Competitive benefits
- general: Collaborative culture
- general: Competitive and comprehensive Total Rewards Plans that are aligned with local industry standards
Tags & Categories
Sr Associate IS Bus Sys Analyst - Knowledge Management
Amgen
Sr Associate IS Bus Sys Analyst - Knowledge Management
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
- Support the governance and execution of Amgen’s Knowledge Management process using Knowledge-Centered Service (KCS) practices.
- Maintain knowledge workflows, article templates, and approval processes in the ServiceNow Knowledge module.
- Collaborate with knowledge contributors, owners, and reviewers to ensure content quality, usability, and lifecycle management.
- Assist in implementing and testing enhancements to the knowledge base, including search optimization, visibility rules, and feedback loops.
- Track and analyze knowledge metrics such as article reuse, deflection rates, and content lifecycle indicators to identify process improvements.
- Promote self-service enablement by identifying knowledge gaps and working with stakeholders to close them.
- Assist with training and communication campaigns to support adoption of KCS practices and system features.
- Ensure articles meet compliance and style guidelines and are regularly reviewed for accuracy and relevance.
- Serve as a point of contact for knowledge-related issues and support audits or internal reviews.
- Participate in continuous improvement initiatives and cross-process collaboration to integrate knowledge more effectively into the ITSM ecosystem.
What we expect of you
- Master's degree / Bachelor's degree and 5 to 9 years of relevant experience
Must-Have Skills
- Knowledge Management Fundamentals: Foundational understanding of KCS or structured knowledge sharing methodologies.
- ServiceNow Knowledge Module Familiarity: Experience supporting or using the ServiceNow Knowledge module, including article creation and management.
- Content Governance & Review: Ability to follow and support structured review cycles, version control, and knowledge article lifecycle management.
- User Experience Awareness: Understanding of search behavior, metadata tagging, and content presentation in support of intuitive knowledge access.
- KCS Certification or Training Exposure: Awareness or experience with Knowledge-Centered Service (KCS) practices and principles.
- Reporting & Analytics: Familiarity with knowledge-related KPIs and the ability to interpret basic usage and quality metrics.
- Content Strategy & Style Guide Awareness: Knowledge of technical writing standards and alignment to internal content style guides.
- Integration Awareness: Understanding of how Knowledge Management supports self-service portals, chatbots, and case deflection mechanisms.
- Professional Certifications: ITIL v3/4 Foundation Certification (preferred), ServiceNow Fundamentals or Certified System Administrator (preferred), KCS Fundamentals or KCS Practices Certification (preferred)
- 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.
What you can expect of us
- Competitive benefits
- Collaborative culture
- Competitive and comprehensive Total Rewards Plans that are aligned with local industry standards
Locations
- Hyderabad, India
Salary
Salary not disclosed
Estimated Salary Rangehigh confidence
15,000 - 25,000 USD / yearly
Source: xAI estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Knowledge Management Fundamentals: Foundational understanding of KCS or structured knowledge sharing methodologies.intermediate
- ServiceNow Knowledge Module Familiarity: Experience supporting or using the ServiceNow Knowledge module, including article creation and management.intermediate
- Content Governance & Review: Ability to follow and support structured review cycles, version control, and knowledge article lifecycle management.intermediate
- User Experience Awareness: Understanding of search behavior, metadata tagging, and content presentation in support of intuitive knowledge access.intermediate
- KCS Certification or Training Exposure: Awareness or experience with Knowledge-Centered Service (KCS) practices and principles.intermediate
- Reporting & Analytics: Familiarity with knowledge-related KPIs and the ability to interpret basic usage and quality metrics.intermediate
- Content Strategy & Style Guide Awareness: Knowledge of technical writing standards and alignment to internal content style guides.intermediate
- Integration Awareness: Understanding of how Knowledge Management supports self-service portals, chatbots, and case deflection mechanisms.intermediate
- Professional Certifications: ITIL v3/4 Foundation Certification (preferred), ServiceNow Fundamentals or Certified System Administrator (preferred), KCS Fundamentals or KCS Practices Certification (preferred)intermediate
- Attention to Detail: Careful and thorough in documenting and tracking process activities, ensuring accuracy in data entry, workflows, and testing.intermediate
- Initiative & Curiosity: Proactive and eager to learn, take on new challenges, and contribute ideas that support process simplification and continuous improvement.intermediate
- Time Management: Capable of managing and prioritizing tasks with minimal supervision while delivering work on time.intermediate
- Team Collaboration: Works effectively within collaborative, multi-functional teams; values input from others and contributes to shared goals.intermediate
- 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.intermediate
- Analytical Thinking & Problem-Solving: Able to interpret data trends, investigate root causes, and recommend meaningful process enhancements.intermediate
- Accountability: Takes ownership of assigned responsibilities and follows through to completion, proactively seeking support when needed.intermediate
- Adaptability & Flexibility: Comfortable in dynamic environments where priorities may shift; able to quickly adapt to changes in processes, tools, or direction.intermediate
Required Qualifications
- Master's degree / Bachelor's degree and 5 to 9 years of relevant experience (experience)
Responsibilities
- Support the governance and execution of Amgen’s Knowledge Management process using Knowledge-Centered Service (KCS) practices.
- Maintain knowledge workflows, article templates, and approval processes in the ServiceNow Knowledge module.
- Collaborate with knowledge contributors, owners, and reviewers to ensure content quality, usability, and lifecycle management.
- Assist in implementing and testing enhancements to the knowledge base, including search optimization, visibility rules, and feedback loops.
- Track and analyze knowledge metrics such as article reuse, deflection rates, and content lifecycle indicators to identify process improvements.
- Promote self-service enablement by identifying knowledge gaps and working with stakeholders to close them.
- Assist with training and communication campaigns to support adoption of KCS practices and system features.
- Ensure articles meet compliance and style guidelines and are regularly reviewed for accuracy and relevance.
- Serve as a point of contact for knowledge-related issues and support audits or internal reviews.
- Participate in continuous improvement initiatives and cross-process collaboration to integrate knowledge more effectively into the ITSM ecosystem.
Benefits
- general: Competitive benefits
- general: Collaborative culture
- general: Competitive and comprehensive Total Rewards Plans that are aligned with local industry standards
Tags & Categories