Sr Associate IS Bus Sys Analyst - Device Support

Tampa, FL, US
Sep 20, 2019
Required Education
High School or equivalent
Position Type
Full time
Amgen is seeking a Device Support Analyst to join End User Technology Operations and play an integral role in the delivery of computing hardware to end users globally. The position will be primarily focused on development, maintenance and validation of device hardware standards, inclusive of computers and peripherals, and ensuring their compatibility within the WinOS and MacOS environments.

The Device Support Analyst will report to the DWX Operations Lead, based out of Amgen's Capability Center in Tampa, FL. At Amgen, our mission is simple: to serve patients. Our new Tampa Capability Center provides essential services that enable us to better pursue this mission. This state-of-the-art center serves as a base for finance, information systems, and human resources professionals to make a meaningful impact at one of the world's leading biotechnology companies.

Information Systems (IS), Digital Workplace Experience (DWX) team is responsible for the design, development, delivery, and life cycle of Amgen's device and software management technologies. The team consists of cross-disciplinary IS professionals who understand how to deliver services that span both infrastructure and applications.

Key Activities for Device Support Analyst include:
  • Accountable for evaluating new computer needs and defining hardware standards. Perform in-depth analysis and provide recommendations for new equipment
  • Develop and maintain Amgen user personal framework based on computer needs
  • Work with Desktop Engineering team to validate the functionality of Amgen ACE image and baseline software on new and existing computing hardware
  • Maintain, update and test seed units of approved device standards in the Tampa Amgen Common Environment (ACE) lab.
  • Align with hardware manufacturers on Amgen computing needs with existing/future computing equipment specifications
  • Serve as a point of escalation for all incidents, assuring timely attention and resolution is provided for all hardware related issues
  • Collaborate with the Deskside support and Help Desk teams to identify systemic hardware issues and coordinate investigation and solution implementation
  • Work with Vendor(s) to investigate and implement transformational process improvements around hardware standards
  • Provide technical and non-technical customer focused IT support, while developing and maintaining relationships within the business, at all levels
  • Device procurement forecasting, planning and implementation for Devices and Peripherals lifecycle management
  • Maintain and provide updates to catalogs and other systems of record
  • Review and approve all hardware purchase requisitions submitted to verify compliance with Amgen computing hardware & peripheral standards

Basic Qualifications:

Master's degree


Bachelor's degree and 2 years of Information Systems experience


Associate's degree and 6 years of Information Systems experience


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

Preferred Qualifications:
  • 4+ years providing end-user support in a multi-system environment including issue resolution, upgrades/patching, new software evaluation and general management across PC, Mac, Tablet, Smartphones and peripherals
  • Ability to address rapidly changing priorities in a fast-paced environment
  • Familiar with ITIL-based processes and the use of ServiceNow or similar configuration management platform
  • Excellent communication, interpersonal skills, and writing skills with ability to understand customer needs
  • Enthusiastic about technology with demonstrated technical aptitude
  • Passionate about customer service and how it can transform businesses
  • Excellent project management skills and ability to multitask with ease

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.

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.