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ServiceNow Developer – Service Management

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Amgen

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Location:
India , Hyderabad

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Contract Type:
Not provided

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Salary:

Not provided

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

Additional Information:

Job Posted:
April 23, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Job Link Share:

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