Senior Associate Business Systems Analyst - Request Management - Remote

Overview

Join Amgen’s Mission of Serving Patients as a Senior Associate IS Business Systems Analyst, where you will support the development of Request Management processes and Service Catalog enhancements within the ServiceNow platform.

In Short

• Support the Request Management process lifecycle from design to optimization.
• Maintain and enhance Service Catalog items in the ServiceNow platform.
• Gather and analyze requirements from business and technical stakeholders.
• Test and deploy enhancements with the ServiceNow platform team.
• Monitor and report on catalog request volumes and performance metrics.
• Document request fulfillment processes and knowledge articles.
• Support automation opportunities to improve fulfillment time.
• Collaborate with other ITSM process owners for integration.
• Act as a point of contact for catalog request-related issues.
• Participate in governance and user feedback sessions for service improvement.

Requirements

• Master's or Bachelor's degree with 5-9 years of relevant experience.
• Foundational knowledge of ITIL-aligned request management processes.
• Experience using or supporting ServiceNow, particularly Service Catalog.
• Ability to document user requirements and support testing.
• Understanding of service performance metrics.
• Exposure to building or maintaining catalog items in ITSM platforms.
• Ability to produce clear documentation and training materials.
• General understanding of ITIL concepts related to Service Request.
• Professional certifications like ITIL v3/4 Foundation preferred.
• Soft skills: Attention to detail, initiative, time management, and communication.

Benefits

• Competitive benefits and collaborative culture.
• Support for professional and personal growth.
• Comprehensive Total Rewards Plans aligned with local industry standards.