Service Manager Intelligent Automation

Tampa, FL, US
Feb 11, 2019
Required Education
Position Type
Full time
The Service Manager Intelligent Automation Operations will be based at Amgen Capability Center in Tampa, Florida. The candidate will be a direct contributor to the success of the newly formed RPA Product team to help build bots that help simplify business processes across Amgen. This is a high visibility role with lot of exposure to grow and learn multiple processes.

The Service Manager Intelligent Automation Operations is a critical role in the Intelligent Automation product team. The candidate will lead the bot control room, and ensures business receives appropriate support from Product Team Control Room and that issues are resolved. The candidate will ensure support of Bots build and maintenance of the critical infrastructure and operations of the Intelligent Automation Product Team. The candidate will coordinate production deployments, monitoring and managing automation execution, and working with key stakeholders to resolve production issues with expediency. Top candidates will have an entrepreneurial spirit, excellent problem-solving skills, and strong technical capabilities in process automation.


  • Lead the bot control room
  • Partners with the business functions and the Intelligent Automation Product Team to resolve runtime issues
  • Liaises with IT to understand system maintenance schedules
  • Executes the life cycle road map plan of minor patches, hot fixes on a fixed schedule
  • Supports release planning, based on portfolio priorities and Intelligent Automation capacity
  • Supports the development and maintenance of training plans for the Intelligent Automation Administrator and Service manager role ??
  • Drive the implementation of Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
  • Ensure KPI's exist for all Bots in production and report on key KPI's to Product Team
  • Configures Control Room Dashboard or Automation Anywhere: Bot Insights dashboards
  • Coordinates with Robot Controller for production deployment, resolves issues, and oversee day-to-day automation operations and bot maintenance activities
  • Work closely with Project manager to ensure Bots are built per standards
  • Responsible for Ensuring Gate Reviews occur for Acceptance of Bots into Operational landscape
  • Conduct Service reviews with business functions on Bot performance, error rates and key KPI's on quarterly basis
  • Accountable for Digital Worker Consumption reports
  • Ensures functions utilize Bots deployed in production
  • Ensure service consistency in terms of quality across all functions and locations
  • Review and approve new service transitions to Application Operations team from an operational perspective
  • Drive and implement initiatives driving service efficiencies and cost reduction
  • Communicate licenses availability to Product Team and business functions

Basic Qualifications:

Doctorate degree


Master's degree and 2 years of Information Systems experience


Bachelor's degree and 4 years of Information Systems experience


Associate's degree and 10 years of Information Systems experience


High school diploma / GED and 12 years of Information Systems experience

Preferred Qualifications
  • 5+ years of experience with systems development life cycle and agile programming methods including requirements definition, solution design, program development, configuration, operations, support
  • Ability to build dashboards to monitor Bot Performance, KPI's, metrics
  • Knowledge of Enterprise Identity management solutions and API integration of credential valuts
  • Experience and certifications for leading automation software platforms (e.g., Automation Anywhere, Blue Prism, UiPath)
  • Expert knowledge of internal support systems (e.g., Workday, SFDC, Oracle, SAP, Tableau, etc)
  • Excellent analytical and problem-solving skills
  • Ability to resolve production issues applying a knowledge of upstream & downstream business and application impacts, with good problem solving skills
  • Excellent communication (both verbal and written) and interpersonal skills
  • Ability to communicate with executive audience
  • Analytical and ability to lead Major Incident Management
  • Good working Knowledge of ITIL processes, ITIL certified would be a plus
  • Experience testing ERP application instances to successfully validate application setups, including input to test plans, test scenarios, and test scripts.
  • Experience with Digital Transformations
  • Experience in an Agile environment or an environment transitioning to Agile.
Join Us

If you're seeking a career where you can truly make a difference in the lives of others, a career where you can work at the absolute forefront of biotechnology with the top minds in the field, you'll find it at Amgen.

Amgen, a biotechnology pioneer, discovers, develops and delivers innovative human therapeutics. Our medicines have helped millions of patients in the fight against cancer, kidney disease, rheumatoid arthritis and other serious illnesses.

As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other but compete intensely to win. Together, we live the Amgen values as we continue advancing science to serve patients.
Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.