India - Hyderabad JOB ID R-220851 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 Product and Process Owner for Self-Service Automation solutions including the Global Service Desk Virtual Agent Chatbot This senior-level individual contributor will be responsible for the design delivery and optimization of thoughtful self-service solutions that improve the user experience reduce manual support and streamline service delivery This role works closely with Global Service Desk leadership regional support teams and the ServiceNow platform team to identify automation opportunities build scalable conversational workflows and continuously enhance the self-service capabilities of Amgen s virtual agent The individual will also act as a regional point of escalation for chatbot-related inquiries and automation improvement initiatives This is a high-visibility role with broad impact across Amgen s IT support ecosystem Roles Responsibilities Act as Product Owner for Amgen s Virtual Agent and self-service automation platform driving development and delivery of chatbot workflows and experiences Define the roadmap and backlog for Virtual Agent enhancements integrating AI ML capabilities knowledge articles request fulfillment and live agent handoffs Collaborate with Global Service Desk leadership to identify top call drivers and automation opportunities Partner with ServiceNow developers and UX designers to create conversational flows that align with support goals and user expectations Ensure automation use cases align with ITSM processes and integrate seamlessly with the broader service catalog and request workflows Monitor chatbot performance and user feedback analyze intent usage resolution rates deflection and satisfaction metrics to drive continuous improvement Maintain and document conversation models test cases release plans and communication strategies to support consistent delivery and governance Support training and onboarding of chatbot partners across regional teams including guidance on conversation design and intent maintenance Serve as a customer concern point of contact for regional support teams regarding chatbot issues and enhancement requests Ensure solutions align with accessibility compliance and security standards while optimizing service delivery outcomes 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 Computer Science IT or related field experience Preferred Qualifications Functional Skills Must-Have Skills Conversational Automation Solid experience designing managing and improving chatbot or virtual agent solutions in an enterprise setting ServiceNow Virtual Agent ITSM Experience Hands-on experience with ServiceNow Virtual Agent or similar products including integration with request management knowledge base and live agent handoff Data-Driven Optimization Proven ability to analyze automation performance metrics interpret feedback and prioritize enhancements based on business impact Product Ownership Agile Delivery Experience managing product backlogs defining user stories collaborating with developers and delivering in Agile or Scaled Agile environments Good-to-Have Skills Natural Language Understanding NLU Familiarity with NLU configuration intent training and conversational design principles User Experience Awareness Understanding of conversational UX design standard methodologies accessibility requirements and user-centric development Regional Support Alignment Experience working with global support organizations and serving as a point of contact for cross-regional coordination Service Delivery Attitude Solid understanding of IT support operations and the role automation plays in driving efficiency and service consistency Professional Certifications ITIL v3 4 Foundation Certification preferred ServiceNow Certified Implementation Specialist - Virtual Agent preferred SAFe Product Owner Product Manager preferred Conversational Design or NLU AI training certifications nice to have 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 solid 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 self-service automation solutions 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 perks 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 Desk Automation (Telangana)
🏢 AMGEN
📍 Telangana