Senior Associate IS Business System Analyst - ITIL Configuration Management

Tampa, FL, US
Mar 22, 2019
Required Education
Associate Degree
Position Type
Full time
The Senior Associate Information Systems (IS) Business Systems Analyst - Configuration Management who will work in our Enterprise Service Management (ESM) team will support, enhance, and govern a comprehensive strategy to efficiently manage the lifecycle of Amgen's services, business systems, assets and interdependences. The Incumbent will use a blend of in-depth acumen for process optimization as well as an ability to communicate and influence enterprise stakeholders. Further, the Analyst will harness a blend of in-depth technical understanding when addressing multiple architectural landscapes. The analyst will comprehend and engage in driving Enterprise Service Management transformational initiatives, while also driving continuous improvement through effective governance using metrics, key performance indicators (KPIs), and the ability to form consensus at varying levels of management. Additionally, the Incumbent will execute software delivery and vendor management capabilities.

The ESM - ITIL team includes process ownership and governance for Amgen's key service management processes including Incident, Problem, Change, Request, Release, Software, Asset Management and associated Analytics / Service Level Agreements (SLAs), etc. The ESM - ITIL Team closely cooperates with other teams such as Global Business Services (GBS) Technology, IS Service Owners, Quality, Corporate Accounting and strategic external partners.

Key Activities for the Process Owner include:
  • Establishes and maintains principles for service management excellence, including alignment on business value / stakeholder needs, full lifecycle management, centralized decision-driving information, and holistic, metrics-based governance
  • Supports comprehensive and scalable CMDB data model for effective management of Amgen's Services Ecosystem including, but not limited to, services (both IS and Global Business), business systems, data and corresponding risk profile, infrastructure both on premise and in public cloud
  • Envisions and delivers end-to-end lifecycle of Configuration Management process to further establish the CMDB as a "command and control" source of truth while increasing data accuracy, and reducing manual intervention while promoting over all data quality.
  • Ensures clarity and aids in efficient delivery of dependent Information Technology Infrastructure Library (ITIL) services including change, incident, problem, and asset management
  • Delivers business driven key performance indictors and corresponding governance processes ensuring operational sustainability
  • Drives requirements gathering, data definition and data alignment efforts supporting the Service Asset and Configuration Management process
  • Influences and mentors junior staff

Basic Qualifications:
  • Master's degree
  • OR
  • Bachelor's degree and 2 years of Information Systems experience
  • OR
  • Associate's degree and 6 years of Information Systems experience
  • OR
  • High school diploma / GED and 8 years of Information Systems experience

Preferred Qualifications:
  • Practical ITIL Configuration Management experience
  • Solution delivery experience with in-depth understanding of Software Development Lifecycle (SDLC) methodologies including Agile, DevOps etc.
  • ServiceNow experience
  • Strong understanding of service management frameworks (e.g. ITIL, COBIT) with specific experience in Configuration Management (lifecycle process including CMDB)
  • Exhibits an ability to impact and influence outcomes and to handle multiple priorities so as to build a strong network and relationships across IS functions and the business
  • Innovative, analytical, risk-based problem solving skills
  • Ability to influence process re-engineering, functional requirements gathering, data architecture, and system design efforts
  • Ability to be consistently flexibility, resilient, and resourceful, working with multiple teams, and balancing work load
  • Proficiency in project management

Amgen is committed to unlocking the potential of biology for patients suffering from serious illnesses by discovering, developing, manufacturing and delivering innovative human therapeutics. This approach begins by using tools like advanced human genetics to unravel the complexities of disease and understand the fundamentals of human biology.

Amgen focuses on areas of high unmet medical need and leverages its expertise to strive for solutions that improve health outcomes and dramatically improve people's lives. A biotechnology pioneer since 1980, Amgen has grown to be one of the world's leading independent biotechnology companies, has reached millions of patients around the world and is developing a pipeline of medicines with breakaway potential.

The invaluable contributions of our talented Tampa team will help us develop the vital and innovative medicines that treat serious illness and unmet medical needs around the globe.