Senior Associate IS Business Systems Analyst - Knowledge Management - Remote

Overview

The Senior Associate IS Business Systems Analyst will support and lead the Knowledge Management process at Amgen, focusing on enhancing user experience and service resolution through Knowledge-Centered Service methodologies.

In Short

• Support the governance and execution of Knowledge Management processes.
• Maintain knowledge workflows and article templates in the ServiceNow platform.
• Collaborate with content contributors to ensure quality and usability of knowledge articles.
• Implement and test enhancements to the knowledge base.
• Track and analyze knowledge metrics to identify improvements.
• Promote self-service enablement and identify knowledge gaps.
• Assist in training and communication campaigns for KCS practices.
• Ensure compliance with style guidelines in articles.
• Serve as a point of contact for knowledge-related issues.
• Participate in continuous improvement initiatives.

Requirements

• Master's or Bachelor's degree with 5 to 9 years of relevant experience.
• Foundational understanding of Knowledge Management and KCS methodologies.
• Experience with ServiceNow Knowledge module.
• Ability to support content governance and review cycles.
• Understanding of user experience and search behavior.
• Familiarity with knowledge-related KPIs.
• Knowledge of technical writing standards.
• ITIL or ServiceNow certifications preferred.
• Strong attention to detail and proactive attitude.
• Effective communication and analytical skills.

Benefits

• Competitive salary and comprehensive Total Rewards Plans.
• Collaborative and innovative work culture.
• Opportunities for professional and personal growth.
• Supportive environment for continuous improvement.
• Commitment to diversity and inclusion.