Senior Associate Business System Analyst - ITIL Configuration Management Analyst

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:

o 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

o 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

o 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.

o Ensures clarity and aids in efficient delivery of dependent Information Technology Infrastructure

Library (ITIL) services including change, incident, problem, and asset management

o Delivers business driven key performance indictors and corresponding governance processes

ensuring operational sustainability

o Drives requirements gathering, data definition and data alignment efforts supporting the Service

Asset and Configuration Management process

o Influences and mentors junior staff

Basic Qualifications:

o Master's degree

o OR

o Bachelor's degree and 2 years of Information Systems experience

o OR

o Associate's degree and 6 years of Information Systems experience

o OR

o High school diploma / GED and 8 years of Information Systems experience

Preferred Qualifications:

o Practical ITIL Configuration Management experience

o Solution delivery experience with in-depth understanding of Software Development Lifecycle

(SDLC) methodologies including Agile, DevOps etc.

o ServiceNow experience

o Strong understanding of service management frameworks (e.g. ITIL, COBIT) with specific

experience in Configuration Management (lifecycle process including CMDB)

o Exhibits an ability to impact and influence outcomes and to handle multiple priorities so as to

build a strong network and relationships across IT functions and the business

o Innovative, analytical, risk-based problem solving skills

o Ability to influence process reengineering, functional requirements gathering, data architecture,

and system design efforts

o Ability to be consistently flexibility, resilient, and resourceful, working with multiple teams, and

balancing work load

o Proficiency in project management