ServiceNow Developer

Job Description

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.

Job Responsibility

Provide daily administrative support for ServiceNow ITSM and GRC/IRM modules, ensuring platform functionality and stability
Fulfill service requests related to platform configuration, user management, and system access, ensuring timely and accurate delivery
Respond to incidents and resolve platform issues to minimize downtime and service disruption
Perform regular platform maintenance tasks, including patching, upgrades, and health checks, ensuring optimal performance
Assist with the configuration and management of workflows, approvals, and service catalog items within the ITSM and GRC/IRM modules
Conduct customizations such as form creation, field configuration, and notification setup to meet evolving business needs
Monitor system performance and usage, identifying areas for improvement and assisting in optimizing the platform's efficiency
Collaborate with senior developers or platform owners to troubleshoot and resolve more sophisticated technical issues
Manage role-based access control (RBAC) for ITSM and GRC/IRM modules, ensuring that security and compliance standards are maintained
Support end-users by addressing inquiries and providing training or guidance on using the ITSM and GRC/IRM modules
Participate in platform-related projects, assisting with testing and implementation of new features or upgrades
Create and maintain detailed documentation for platform changes, updates, and administrative processes for future reference and knowledge sharing
Stay informed about new ServiceNow features and best practices, applying updates to improve platform performance and user satisfaction

Requirements

Bachelor's or Master's degree and 5 to 8 years of Computer Science, IT or related field experience
ServiceNow ITSM Module Configuration: Experience configuring and supporting ITSM modules such as Incident, Problem, Change, and Request Management, including setting up workflows, SLAs, and service catalogs
Basic GRC/IRM Configuration: Familiarity with the setup and administration of Integrated Risk Management (IRM) and Governance, Risk, and Compliance (GRC) modules, including risk, compliance, and policy management workflows
Automation & Process Improvement: Proficiency in using Flow Designer and Workflow Editor to automate routine ITSM and GRC/IRM tasks, improving process efficiency and minimizing manual intervention
User Experience & Interface Customization: Ability to configure and improve user interfaces for ITSM and GRC modules, focusing on enhancing end-user experiences through intuitive service portals and knowledge bases
ServiceNow Certified System Administrator (Must)
Good-to-Have Skills: Scripting Fundamentals: Knowledge of JavaScript and Glide API to handle minor customizations, business rules, and client scripts for ITSM and GRC modules
Report & Dashboard Creation: Ability to create reports and dashboards to supervise key metrics for ITSM processes (e.g., incident resolution times) and GRC/IRM activities (e.g., risk compliance)
IT Process Improvement Knowledge: Familiarity with ITIL or other IT service management frameworks and standard methodologies to contribute to the continuous improvement of IT processes and workflows
Cross-Module Support: Willingness to support and optimize other ServiceNow capabilities (e.g., HRSD, ITOM, SecOps) and integrate them with ITSM and GRC/IRM modules for broader process improvements
Experience with ServiceNow Now Assist (Generative AI) including implementation of AI-driven features such as incident, case, and chat summarization, code generation, and workflow automation. Proficiency in using Now Assist Skill Kit to build custom AI skills and optimize ITSM/HRSD/TPRM processes, with a focus on improving efficiency and reducing manual effort
Soft Skills: Excellent analytical and troubleshooting skills
Strong verbal and written communication skills
Ability to work effectively with global, virtual teams
High degree of initiative and self-motivation
Ability to handle multiple priorities successfully
Team-oriented, with a focus on achieving team goals
Strong presentation and public speaking skills

Nice to have

ServiceNow Certified Application Developer (Preferred)
ServiceNow Certified Implementation Specialist (CIS) micro-certifications in ITSM or IRM (preferred)
Good-to-Have Skills: Scripting Fundamentals: Knowledge of JavaScript and Glide API to handle minor customizations, business rules, and client scripts for ITSM and GRC modules
Report & Dashboard Creation: Ability to create reports and dashboards to supervise key metrics for ITSM processes (e.g., incident resolution times) and GRC/IRM activities (e.g., risk compliance)
IT Process Improvement Knowledge: Familiarity with ITIL or other IT service management frameworks and standard methodologies to contribute to the continuous improvement of IT processes and workflows
Cross-Module Support: Willingness to support and optimize other ServiceNow capabilities (e.g., HRSD, ITOM, SecOps) and integrate them with ITSM and GRC/IRM modules for broader process improvements
Experience with ServiceNow Now Assist (Generative AI) including implementation of AI-driven features such as incident, case, and chat summarization, code generation, and workflow automation. Proficiency in using Now Assist Skill Kit to build custom AI skills and optimize ITSM/HRSD/TPRM processes, with a focus on improving efficiency and reducing manual effort

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