Senior Manager of Engineering, Salesforce Service Cloud

HOW MIGHT YOU DEFY IMAGINATION?

If you feel like youre part of something bigger, its because you are. At Amgen, our shared missionto serve patientsdrives all that we do. It is key to our becoming one of the worlds leading biotechnology companies. We are global collaborators who achieve togetherresearching, manufacturing, and delivering ever-better products that reach over 10 million patients worldwide. Its time for a career you can be proud of.

Senior Manager of Engineering, Salesforce Service Cloud (US Remote)

Live

What you will do

Lets do this. Lets change the world. In this vital role you 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

• 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

• Complete our marketing strategies using knowledge of consumer technology trends and social media in a highly regulated industry

• Work with Call center leads to triage and address support tickets

• Create and maintain list of prioritized requirements backlog for all components in the Call Center CRM ecosystem.

Win

What we expect of you

We are all different, yet we all use our unique contributions to serve patients. The Senior professional we seek is a proven leader with these qualifications.

Basic Qualifications:

Doctorate degree and 2 years of Information Sytems experience

OR

Masters degree and 6 years of Information Systems experience

OR

Bachelors degree and 8 years of Information Systems experience

OR

Associates degree and 10 years of Information Systems experience

OR

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

AND

2 years of managerial experience directly managing people and/or leadership experience leading teams, projects, programs or directing the allocation of

resources

Preferred Qualifications:

• Extensive hands-on technical and solution implementation experience with the Salesforce Lightning Platform, 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.

• Demonstrable 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

• 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

• Solid project management and business analyst skills and experience

• Experience with supporting field & call center staff

• Salesforce Admin, Advanced Admin, Platform Builder required; Salesforce Certified Technical Architect a plus.

• Salesforce Health Cloud experience is a plus

Thrive

What you can expect of us

As we work to develop treatments that take care of others, we also work to care for our teammates professional and personal growth and well-being.

The annual base salary range for this opportunity in the U.S. is provided below.

156,417.00 USD - 211,958.00 USD

In addition to the base salary, Amgen offers a Total Rewards Plan comprising health and welfare plans for staff and eligible dependents, financial plans with opportunities to save towards retirement or other goals, work/life balance, and career development opportunities including:

• Comprehensive employee benefits package, including a Retirement and Savings Plan with generous company contributions, group medical, dental and vision coverage, life and disability insurance, and flexible spending accounts.

• A discretionary annual bonus program, or for field sales representatives, a sales-based incentive plan

• Stock-based long-term incentives

• Award-winning time-off plans and bi-annual company-wide shutdowns

• Flexible work models, including remote work arrangements, where possible

Apply now

for a career that defies imagination

In our quest to serve patients above all else, Amgen is the first to imagine, and the last to doubt. Join us.

careers.amgen.com

#GCODTI2023

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 cancers, 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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.