Information Systems Mgr - Service Desk
Career Category
Information SystemsJob 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.
Information Systems Manager - Service Desk
What you will do
Let’s do this. Let’s change the world.
Roles & Responsibilities:
- Lead and manage the operations of Amgen’s Global Service Desk (Level 0 - Level 2), including performance oversight of external Managed Service Providers (MSPs) and collaboration with regional delivery leads.
- Serve as the primary interface between Amgen IS and service desk vendors to ensure contractual adherence, SLA performance, quality standards, and operational efficiency.
- Own and drive delivery of key initiatives such as "shift-left", self-service enablement, automation of support via ServiceNow, and AI virtual agents.
- Oversee enhancements to ServiceNow platform capabilities related to service desk modules including incident, problem, request, knowledge, and analytics.
- Act as ServiceNow service owner for relevant support workflows and ensure alignment to broader ITSM strategy.
- Ensure accurate documentation, communication, and training materials are created to support change readiness and service enhancements.
- Analyze service desk metrics and performance indicators, report regularly on KPIs, identify improvement opportunities, and lead resolution of gaps.
- Partner with Application Support, Platform, Asset/Configuration, and VMO teams to maintain seamless end-to-end support and compliance with IS policies and financial accountability.
- Promote and facilitate strong stakeholder relationships across IS service owners, regional support teams, and business stakeholders to ensure service excellence.
- Maintain governance processes for support organizational change, including performance reviews, budget tracking, capacity management, and roadmap alignment.
- Continuously enhance documentation, process controls, and knowledge base assets to support consistency and maintainability of the service desk operation.
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
Preferred Qualifications:
Must-Have Skills:
- Vendor Management Expertise: Demonstrable ability to manage Managed Service Providers (MSPs) in a global, distributed service delivery model, ensuring SLA alignment, performance tracking, and service improvement.
- Service Delivery & ITIL Framework: Solid experience with IT service management processes (ITIL), including incident, problem, request, and knowledge management, as well as governance of SLAs and KPIs.
- Self-Service & Automation Enablement: Demonstrated ability to lead initiatives such as shift-left, self-service portals, virtual agents, and workflow automation within enterprise IT environments.
- ServiceNow Proficiency: Hands-on experience with the ServiceNow platform, particularly in managing support modules, enhancing workflows, analyzing metrics, and supporting ITIL-based capabilities.
Professional Certifications:
- ITIL v3/4 Foundation Certification (preferred)
- SAFe Product Owner/Product Manager (preferred)
- ServiceNow Fundamentals (nice to have)
- Project or Portfolio Management Certifications (e.g., PMP, PPM) (nice to have)
What you can expect of us
As we work to develop treatments that deal with 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.
Apply now and make a lasting impact with the Amgen team.
careers.amgen.com
As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease.
Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other basis protected by applicable law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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