Specialist IS Bus Sys Analyst - Configuration Management

Amgen; Hyderabad; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Amgen is seeking a Specialist IS Business Systems Analyst to lead Configuration Management (CMDB) and IT Asset Management (ITAM) within ServiceNow. You will act as Product and Process Owner, owning governance, data quality, and ongoing optimization of ITIL-aligned processes.

You will collaborate with platform engineers, discovery owners, and business service owners to ensure accurate CMDB data, define CI relationships, and drive enhancements, audits, and reporting across the IT ecosystem.

Qualifications

• Doctorate/Masters/Bachelor’s degree in Computer Science, IT or related field with 8–13 years of experience.
• CMDB principles, service modeling, CI lifecycle and ITIL-based practices.
• Hands-on ServiceNow CMDB/ITAM knowledge for configuration and asset management.

Responsibilities

• Own CMDB and ITAM data within the ServiceNow platform, ensuring accuracy and alignment to enterprise standards.
• Define process documentation, configuration models, and CI relationships to support visibility and traceability.
• Identify enhancements to the CMDB, including automated discovery, integrations, reconciliation rules, and dashboards.
• Develop user stories and requirements with ServiceNow administrators and developers.
• Support compliance and audit efforts by ensuring process controls and documentation meet regulatory and internal governance standards.
• Monitor data quality indicators (DQIs) and KPIs; provide insights for continuous improvement.
• Collaborate with ITSM process owners (Change, Incident, Problem) to align configuration data usage.
• Act as SME and advocate for best practices in configuration and asset management.

Skills

CMDB

ITIL

ServiceNow CMDB

Data quality

Process documentation

Requirements gathering

Audit & compliance

Data governance

Education

Bachelor's/Master's in Computer Science/IT

Tools

ServiceNow

Discovery

Dashboards/Reporting

Job description

Career Category Information Systems 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.

Specialist IS Bus Sys Analyst - Configuration Management

What you will do

In this vital role you will collaborate with infrastructure teams, application owners, platform engineers, and service management leaders to ensure the CMDB and IT asset data is accurate, complete, and aligned to enterprise standards. A key focus will be on identifying process and data quality improvements, defining user stories, enhancing automation capabilities, and ensuring continuous alignment with compliance, audit, and operational excellence goals.

• Serve as the Product Owner for Configuration and Asset Management processes within the ServiceNow platform.
• Collaborate with platform engineers, discovery owners, and business service owners to maintain and improve the quality, completeness, and accuracy of CMDB data.
• Define process documentation, configuration models, and CI relationships to support visibility and traceability across the IT ecosystem.
• Identify and prioritize enhancements to the CMDB, including automated discovery, integrations, reconciliation rules, and reporting dashboards.
• Develop user stories and process requirements to guide system enhancements in collaboration with ServiceNow administrators and developers.
• Support compliance and audit efforts by ensuring process controls and documentation meet regulatory and internal governance standards.
• Monitor key data quality indicators (DQIs), configuration item lifecycle status, and related KPIs; provide insights for continuous improvement.
• Support training, communication, and onboarding related to CMDB and ITAM process adoption.
• Partner with ITSM process owners (e.g., Change, Incident, Problem) to align configuration data usage and dependencies.
• Act as a subject matter expert and advocate for best practices in configuration and asset management processes.

What we expect of you

We are all different, yet we all use our unique contributions to serve patients. Amgen is seeking a Specialist IS Business Systems Analyst to serve as the Product and Process Owner for Configuration Management (CMDB) and IT Asset Management (ITAM) processes within the ServiceNow platform. This individual contributor role is responsible for the ongoing development, governance, and optimization of these ITIL-aligned processes and their supporting technologies.

Basic Qualifications & Skills

• Doctorate degree / Master’s degree / Bachelor’s degree and 8 to 13 years of experience in Computer Science, IT or related field
• Configuration Management Expertise: Solid understanding of CMDB principles, service modeling, CI lifecycle, and ITIL-based configuration management practices.
• ServiceNow CMDB & ITAM Knowledge: Hands‑on experience managing and improving Configuration and Asset Management modules within ServiceNow.
• Data Quality & Governance: Ability to define and monitor data quality metrics, reconciliation rules, and process controls to ensure CMDB accuracy.
• Process Documentation & Requirements Gathering: Strong skills in documenting processes, mapping data flows, and translating business needs into actionable requirements.

Preferred Qualifications & Skills

• Discovery & Integration Knowledge: Familiarity with ServiceNow Discovery and integrations with third‑party data sources for CMDB enrichment.
• Audit & Compliance Awareness: Experience supporting regulatory and internal audits with documented processes, controls, and evidence.
• Visualization & Reporting: Ability to build or define dashboards and reports to track CI health, relationships, lifecycle, and DQIs.
• Cross‑Process Collaboration: Understanding of how configuration data supports other ITSM processes (e.g., Change, Incident, Problem) and service modeling.

Professional Certifications

• ITIL v3/4 Foundation Certification (mandatory)
• ServiceNow Certified Implementation Specialist (CMDB/ITAM) (preferred)
• Certified Service Asset and Configuration Manager (CSAM) (preferred)
• Scaled Agile Framework (SAFe) for Teams (preferred)

Soft Skills

• Attention to Detail: Careful and thorough in documenting and tracking process activities, with a solid focus on accuracy and completeness in data entry, validation, workflows, and testing.
• Effective Communication: Clearly and confidently communicates with both technical and non-technical audiences across diverse, cross-functional teams, influencing without direct authority when needed.
• Analytical & Problem‑Solving: Skilled in interpreting data, identifying root causes, and developing practical, data-driven solutions to complex issues, including resolving data inconsistencies and driving process improvements.
• Initiative & Accountability: Highly self‑motivated and proactive self‑starter who works independently, handles priorities and demonstrates strong ownership and follow‑through on tasks and initiatives.
• Collaboration & Teamwork: Works effectively within global, multi‑functional teams, actively supporting colleagues and contributing constructively to shared goals and process integrity.
• Adaptability & Flexibility: Maintains productivity and composure in dynamic environments with shifting priorities, evolving systems, and customer expectations, while ensuring high‑quality outcomes.
• Time & Task Management: Handles multiple concurrent responsibilities efficiently, balancing priorities to consistently meet deadlines and deliver quality results.
• Process‑Oriented Thinking: Demonstrates attention to detail with a structured, methodical approach to process analysis, improvement, and documentation.
• User & Customer Focus: Keeps stakeholder and end‑user needs central when evaluating, designing, or enhancing processes and tools, with a focus on usability, integrity, and value.

What you can expect of us

As we work to develop treatments that take care of 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.

Equal Opportunity Employer

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.

Amgen Overview

Amgen is committed to unlocking the potential of biology for patients suffering from serious illnesses by discovering, developing, manufacturing and delivering innovative human therapeutics. This approach begins by using tools like advanced human genetics to unravel the complexities of disease and understand the fundamentals of human biology. Amgen focuses on areas of high unmet medical need and leverages its biologics manufacturing expertise to strive for solutions that improve health outcomes and dramatically improve people's lives. A biotechnology pioneer since 1980, Amgen has grown to be one of the world’s leading independent biotechnology companies, has reached millions of patients around the world and is developing a pipeline of medicines with breakaway potential.

For more information, visit www.amgen.com and follow us on www.twitter.com/amgen