India - Hyderabad JOB ID R-220846 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 Product and Process Owner for the Incident and Problem Management processes within the ServiceNow platform This role is responsible for ensuring that the design execution and continuous improvement of these ITIL processes meet evolving business needs compliance requirements and service delivery objectives The Specialist will collaborate with global service owners delivery teams and platform engineers to develop and enhance workflows reporting capabilities and user experience This role plays a key part in identifying process inefficiencies developing solutions and implementing enhancements to optimize operations and reduce service disruption This position requires strong analytical skills a deep understanding of ITSM standard methodologies and the ability to work effectively within a highly matrixed organization Roles Responsibilities Act as Product Owner for the Incident and Problem Management processes within the ServiceNow platform Design document and refine process workflows to align with ITIL standard methodologies and evolving business needs Gather and prioritize requirements from partners to implement process and platform enhancements Collaborate with IS teams service owners and platform administrators to drive improvements in service restoration and root cause analysis Ensure high quality and timely resolution of incidents and problems through continuous process optimization Monitor and report key performance indicators KPIs SLAs and trends related to incident and problem management Participate in governance reviews audits and compliance-related activities to ensure alignment with organizational policies Develop and maintain knowledge articles training materials and process documentation Act as a domain expert and support change management activities related to process or tool changes Facilitate communication and alignment across global teams to ensure standardization and standard methodology adoption 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 of experience in Computer Science IT or related field Preferred Qualifications Functional Skills Must-Have Skills Incident Problem Management Expertise In-depth understanding of ITIL-based incident and problem management practices and their application within enterprise environments ServiceNow Platform Knowledge Experience configuring and optimizing Incident and Problem Management modules within the ServiceNow platform Process Optimization Solid ability to analyze data identify inefficiencies and design solutions to improve service performance and reduce recurring issues Partner Engagement Demonstrable ability to gather business requirements prioritize enhancements and communicate effectively across technical and non-technical teams Good-to-Have Skills Root Cause Analysis Trend Monitoring Experience with root cause analysis methodologies and the ability to identify service trends for proactive resolution Compliance Governance Awareness Familiarity with compliance requirements in regulated industries such as biotechnology or pharmaceuticals ITSM Process Integration Knowledge of how Incident and Problem Management integrate with other processes such as Change Release and Knowledge Management Analytics Reporting Experience using visualization and reporting tools e g Tableau Spotfire ServiceNow Performance Analytics to drive process insight and optimization Professional Certifications ITIL v3 4 Foundation Certification mandatory ServiceNow Certified Implementation Specialist ITSM preferred Certified Problem or Incident Management Professional preferred Scaled Agile Framework SAFe for Teams preferred Soft Skills Attention to Detail Careful and thorough in documenting and tracking process activities ensuring accuracy in data entry workflows and testing Effective Communication Clearly and confidently communicates with both technical and non-technical audiences across multiple teams and organizational levels Analytical Problem-Solving Skilled in interpreting data identifying root causes and developing practical data-driven solutions to complex issues Initiative Accountability Highly self-motivated and proactive with a strong sense of ownership and follow-through on tasks and process improvements Collaboration Teamwork Works effectively within global multi-functional teams and contributes constructively to achieving shared objectives Adaptability Flexibility Maintains productivity and composure in dynamic environments with shifting priorities while ensuring high-quality outcomes Time Task Management Manages multiple responsibilities efficiently balancing priorities to meet deadlines and deliver consistent value 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 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 perks 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 - Incident / Problem Management (Telangana)
🏢 AMGEN
📍 Telangana