Amgen

Senior Manager, Patient Support Programs

Employer
Amgen
Location
Thousand Oaks, CA, US
Posted
Aug 09, 2019
Ref
R-80866
Required Education
Bachelors Degree
Position Type
Full time
Amgen is seeking a Senior Manager of Information Systems at our corporate campus based in Thousand Oaks, CA to join the Global Commercial Operations Information Systems (GCOIS) group as a Patient Support Program Service Lead. The role will support the US Business Access and Reimbursement Operations (ARO) team to deliver technology services and solutions that achieve their corporate strategies and business goals surrounding customer support services.

This position is directly related to Amgen's mission to enhance programs like Patient Support Programs to coontinue to develop in the Salesforce platform at a global level. Functioning as a lead, this role provides a critical transformational role that will help Amgen move from a project-based approach to a modern product led approach. The role will develop the strategy and framework and be a liaison between Amgen's Salesforce platform team and IT product teams to help with enablement, adoption and alignment with Amgen's technical products and platforms. This role will lead a team of other analysts and engineers to work as part of the dedicated patient services team to develop products in Salesforce Health Cloud, Service Cloud (both theoretical and concrete implementations) and provide technical expertise to Business Analysts, Salesforce developers, and product owners to promote reuse the patient support services product. This role will be the face of IS and the technology subject matter expert to the ARO teams and will be accountable for technology projects related to all patient hub touch points, and own the long-term technology strategy for the systems that support our patient hub ecosystem. This role will have a deep understanding of patient engagement technologies, including web, mobile, social, and marketing campaign solutions. Additionally, should have an interest in finding and implementing innovative new technologies including Machine Learning/Artificial Intelligence to support our patients.

Key responsibilities include:
  • Ability to think strategically about technology and recommend solutions that align with delivering services to patients and providers
  • Technology strategy lead for patient hub/data touch points, including websites, mobile applications, social networks, marketing campaigns, reporting & analytics, and customer relationship management
  • Create and maintain a catalog of all access and reimbursement related patient hub data we have across brands (including use cases), our patient data flows, and business process maps
  • Drive our Patient Support Program forward as the liaison between IS, brand marketers, Access marketers, and privacy/legal/regulatory to enhance the patient experience with our brands and services
  • Support the development of our patient data connections, both real-time and batch, between Amgen's Call Center CRM solution, the Patient Master, the Consent Management system, and all patient websites, mobile apps, support services (copay, call center, nurse programs, etc.), and fulfillment vendors
  • Execute on our marketing strategies using knowledge of consumer technology trends and social media in a highly regulated industry
  • Create and maintain list of prioritized requirements backlog for all components in the Call Center CRM ecosystem.


Basic Qualifications

Doctorate degree

OR

Master's degree and 4 years of Information Systems experience

OR

Bachelor's degree and 6 years of Information Systems experience

OR

Associate's degree and 10 years of Information Systems experience

OR

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

Preferred Qualifications
  • Contribute to a program vision while advising and articulating program/project strategies on enabling technologies
  • Provide guidance on application and integration development best practices, Enterprise Architecture standards, functional and technical solution architecture & design, environment management, testing, and Platform education
  • Drive the creation of application and technical design standards which leverage best practices and effectively integrate Salesforce into Amgen's infrastructure
  • Troubleshoot key product team implementation issues and demonstrate ability to drive to successful resolution. Lead the evaluation of business and technical requirements from a senior level
  • Review releases and roadmaps from Salesforce and evaluate the impacts to current applications, orgs, and solutions.
  • dentification and pro-active management of risk areas and commitment to seeing an issue through to complete resolution
  • Negotiate solutions to complex problems with both the product teams and third-party service providers
  • Build relationships and work with product teams; contribute to broader goals and growth beyond the scope of a single or your current project
  • Ability to work in a changing environment, under pressure, handling multiple projects simultaneously.
  • Excellent communication skills to work across and up through the organization, including escalation and mitigation of issues, risks, and business impacts.
  • Advanced problem solving capabilities and ability to use constraints as opportunities.
  • Working understanding and experience of Agile, Scrum, Design Thinking, and Lean Startup principles.
  • Manage all project and services related budget and forecasting
  • Manage and communicate expectations at the leadership level
  • Focus on talent development across GCOIS
  • Strong staff management skills and experience.
  • Experience with AWS, Salesforce, and other enterprise grade applications.
  • Experience with Tableau or other reporting and analytics tools.
  • Ability to work in a changing environment, under pressure, handling multiple projects simultaneously
  • Excellent communication skills to work across and up through the organization, including escalation and mitigation of issues, risks, and business impacts
  • Experience and certified in technologies such as AWS, Salesforce, and enterprise grade applications
  • Advanced problem solving capabilities and ability to use constraints as opportunities
  • Working understanding and certification of Agile, Scrum, Design Thinking, and Lean Startup principles
  • Strong project management and business analyst skills and experience
  • Experience with supporting field & call center staff


Experience/Skills Required
  • Extensive hands-on technical and solution implementation experience with the Salesforce Lightning Platform, Sales Cloud and Service Cloud, demonstrating positions of increasing responsibility and management/mentoring of more junior technical resources
  • Proven experience and ability to develop custom configured, Visualforce and Lightning applications on the platform.
  • Demonstrable knowledge of the capabilities and features of Service Cloud and Sales Cloud.
  • Proven ability to analyze, design, and optimize business processes via technology and integration, including leadership in guiding customers and colleagues in rationalizing and deploying emerging technology for business use cases
  • A thorough understanding of web services, data modeling, and enterprise application integration concepts, including experience with enterprise integration tools (ESBs and/or ETL tools), and common integration design patterns with enterprise systems (e.g. CMS, ERP, HRIS, DWH/DM)
  • Demonstrably excellent, context-specific and adaptive communication and presentation skills across a variety of audiences and situations; established habit of proactive thinking and behavior and the desire and ability to self-start/learn and apply new technologies
  • Salesforce Admin, Advanced Admin, Platform Builder required; Salesforce Certified Technical Architect a plus.
  • Salesforce Health Cloud experience is a plus


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 we are 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..

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.