India - Hyderabad JOB ID R-220887 ADDITIONAL LOCATIONS India - Hyderabad WORK LOCATION TYPE On Site DATE POSTED Jul 26 2025 CATEGORY Information Systems Join Amgen s Mission of Serving Patients At Amgen if you feel like you re part of something bigger it s because you are Our shared mission to serve patients living with serious illnesses drives all that we do Since 1980 we ve helped pioneer the world of biotech in our fight against the world s toughest diseases With our focus on four therapeutic areas -Oncology Inflammation General Medicine and Rare Disease- we reach millions of patients each year As a member of the Amgen team you ll help make a lasting impact on the lives of patients as we research manufacture and deliver innovative medicines to help people live longer fuller happier lives Our award-winning culture is collaborative innovative and science based If you have a passion for challenges and the opportunities that lay within them you ll thrive as part of the Amgen team Join us and transform the lives of patients while transforming your career What you will do Let s do this Let s change the world In this vital role you will serve as the Process Owner for Service Management Governance and Service Lifecycle Management This senior-level individual contributor will be responsible for establishing enhancing and governing the frameworks that support ITSM process maturity performance measurement policy compliance and service lifecycle optimization across the enterprise This role plays a key part in aligning service management processes with business goals through data-driven insights standardized governance models and continuous improvement The successful candidate will partner with platform owners process leads service owners and audit compliance partners to deliver robust transparent and efficient ITSM governance Roles Responsibilities Define and maintain governance standards for ITSM processes and Service Lifecycle Management ensuring alignment with industry standard methodologies e g ITIL Lead the design implementation and enhancement of governance and service management frameworks that drive operational excellence and service maturity Maintain and refine service portfolios service definitions process controls and policy consistency tracking across IT and business services Collaborate with process owners and platform teams to integrate governance structures into the ServiceNow platform supporting workflow automation and performance reporting Drive continuous improvement through data analysis reporting and benchmarking across service delivery compliance and automation metrics Develop templates SOPs dashboards and education materials that promote standardization and policy consistency across the ITSM landscape Facilitate partner workshops audits and multi-functional reviews to ensure process alignment and visibility Serve as the subject matter expert for governance-related inquiries and partner with risk compliance and audit teams to meet regulatory obligations Champion automation strategies to streamline service onboarding approvals and reporting Provide governance recommendations during new process or tool implementation to ensure scalability and compliance What we expect of you We are all different yet we all use our unique contributions to serve patients Basic Qualifications Doctorate degree Master s degree Bachelor s degree and 8 to 13 years Computer Science IT or related field experience Preferred Qualifications Functional Skills Must-Have Skills ITSM Governance Lifecycle Knowledge Deep understanding of ITIL-based service governance and lifecycle models including service portfolios and operational controls ServiceNow Governance Reporting Experience supporting or administering governance and performance frameworks within ServiceNow or similar platforms Policy Design Enforcement Ability to establish governance policies process guidelines and control mechanisms that support enterprise compliance and audit readiness Metrics Data Analysis Strong analytical skills for interpreting performance metrics control failures and audit findings to recommend improvements Good-to-Have Skills Service Portfolio Management Familiarity with managing service taxonomies lifecycle stages and standardized service offerings across IT or shared services Audit Regulatory Awareness Experience working with compliance frameworks e g SOX GxP ISO 20000 and preparing for internal external audits Process Modeling Improvement Exposure to business process mapping tools continuous improvement methodologies and risk management practices Automation Enablement Understanding of workflow and policy automation to reduce manual intervention and improve governance consistency Professional Certifications ITIL v3 4 Foundation Certification mandatory ITIL Intermediate or Managing Professional Certification preferred ServiceNow Certified System Administrator or Implementation Specialist preferred Scaled Agile Framework Protected for Teams or Product Owner preferred Soft Skills Attention to Detail Careful and thorough in documenting and tracking process activities with a strong focus on accuracy and completeness in data entry validation workflows and testing Effective Communication Clearly and confidently communicates with both technical and non-technical audiences across diverse multi-functional teams influencing without direct authority when needed Analytical Problem-Solving Skilled in interpreting data identifying root causes and developing practical data-driven solutions to complex issues including resolving data inconsistencies and driving process improvements Initiative Accountability Highly self-motivated and proactive self-starter who works independently manages priorities and demonstrates strong ownership and follow-through on tasks and initiatives Collaboration Teamwork Works effectively within global multi-functional teams actively supporting colleagues and contributing constructively to shared goals and process integrity Adaptability Flexibility Maintains productivity and composure in dynamic environments with shifting priorities evolving systems and partner expectations while ensuring high-quality outcomes Time Task Management Manages multiple concurrent responsibilities efficiently balancing priorities to consistently meet deadlines and deliver quality results Process-Oriented Thinking Demonstrates attention to detail with a structured methodical approach to process analysis improvement and documentation User Customer Focus Keeps partner and end-user needs central when evaluating designing or enhancing processes and tools with a focus on usability integrity and value Equal opportunity statement Amgen is an Equal Opportunity employer and will consider you without regard to your 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 with 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 an accommodation What you can expect of us As we work to develop treatments that take care of others we also work to care for your professional and personal growth and well-being From our competitive benefits to our collaborative culture we ll support your journey every step of the way In addition to the base salary Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards and make a lasting impact with the Amgen team careers amgen com

📌 Specialist Is Bus Sys Analyst - Service Management Governance (Telangana)
🏢 AMGEN
📍 Telangana