Sr. Associate - ServiceNow HRSD

Career Category

Information Systems

Job Description

Amgen is seeking a Sr. Associate IS Bus Sys Analyst with a passion for innovation and a deep understanding of HR technologies, particularly the ServiceNow platform. This role serves as a critical bridge between HR business needs and technical delivery, translating functional requirements into scalable, efficient, and user-centric HRSD solutions. The incumbent partners closely with HR, IT, and cross-functional stakeholders to analyze and document business requirements, configure HRSD modules, streamline HR processes, and ensure alignment with Amgen’s strategic objectives and global HR vision.

This role drives the full lifecycle of HRSD initiatives—from requirements gathering and solution design to implementation, testing, and adoption. The position supports the peer testing, coordinates with Product Owners and ensures readiness for deployment with minimal business disruption. Beyond implementation, the Sr. Associate IS Bus Sys Analyst fosters sustainable adoption by developing and executing comprehensive change management strategies—covering communications, training, stakeholder engagement, and adoption measurement. Through a blend of analytical rigor and change leadership, the role enables continuous improvement, ensuring Amgen’s HR systems deliver measurable value and an enhanced employee experience.

If you are a strategic thinker with expertise in ServiceNow and a drive to implement innovative solutions, we invite you to join our dynamic team!

Key Responsibilities:

• Engage with HR stakeholders to understand business needs, analyze HR processes, and document requirements for ServiceNow HRSD implementations and enhancements. 

• Translate business requirements into functional and technical specifications, create process maps, and conduct gap analysis between current and future states. 

• Develop and maintain clear and detailed documentation, including user stories, acceptance criteria, user guides, business requirements (BRDs), and functional requirements (FRDs). 

• Act as a liaison between business units and technical teams, manage a backlog of enhancements, and maintain strong relationships with stakeholders. 

• Collaborate with ServiceNow developers and technical teams to ensure effective implementation of solutions, supporting configuration activities for forms, workflows, and integrations. 

• Lead the design, development, and deployment of ServiceNow HR Service Delivery (HRSD) solutions, including custom scripts, workflows, and integrations. 

• Oversee the lifecycle of the ServiceNow HRSD module, including configuration, maintenance, and performance tuning of applications and services. 

• Support User Acceptance Testing (UAT) and change management activities, and provide end-user training and ongoing support for the platform. 

• Communicates and partners with ServiceNow HRSD stakeholders, ServiceNow technical team members, service providers, and suppliers. 

• Participates in change or architecture review boards in reviewing proposed ServiceNow HRSD changes or solutions. 

• Attends, facilitates, ServiceNow HRSD meetings of cross-functional collaborators and service provider groups. 

• Implement strategic change management approaches for HRSD initiatives, coordinate with the Change Advisory Board (CAB) to manage and review changes, and minimize potential risks. 

• Recommend and implement process improvements within the ServiceNow HRSD platform to enhance efficiency and employee experience. 

• Ensure all implementations comply with IT governance, security policies, and change management processes within the organization. 

Basic Qualification:

Master's Degree and 4 to 6 years of Information Systems Experience

Or

Bachelor's Degree and 6 to 8 years of Information Systems Experience

Working knowledge of ServiceNow, specifically within the HR Service Delivery modules, including Employee Center Pro, HR Case Management, Knowledge-based Articles and Lifecycle Events.

Certifications:

ServiceNow HRSD Implementation Specialist Certification 

Preferred Qualifications:

• Hands-on experience with ServiceNow Human Resources Service Delivery (HRSD), including successful implementations and platform enhancements. 

• Demonstrated experience working in fast-paced Agile (Scrum) environments, contributing to iterative development cycles and cross-functional collaboration.  

• Proficient in using tools such as Jira and IT Service Management (ITSM) platforms to manage backlogs, track progress, and streamline service delivery.  

• Extensive hands-on experience with the ServiceNow platform, with a strong focus on HR Service Delivery (HRSD) and Service Portal configuration and optimization. 

• Strong understanding of HR functional areas, employee relations, and change management principles. 

• Experience with ServiceNow features like Case Management, Knowledge Management, Reporting, and Integrations. 

• Skills in stakeholder management, communication, and working in cross-functional teams. 

• Strong project management and organizational skills, including effective delegation techniques, strong issue, and risk management experience, and strong intra-team coordination skills 

• Experience working cross-functionally and building collaborative working relationships; interfacing effectively with stakeholders, operations, and management to resolve issues 

• Ability to organize and schedule tasks, develop realistic action plans incorporating time constraints and task priorities 

• Previous experience working in a highly collaborative and culturally diverse environment 

Thrive

What you can expect of us

As we work to develop treatments that take care of others, so we work to care for our teammates’ professional and personal growth and well-being.

• Vast opportunities to learn and move up and across our global organization

• Diverse and inclusive community of belonging, where teammates are empowered to bring ideas to the table and act

• Generous Total Rewards Plan comprising health, finance and wealth, work/life balance, and career benefits

Apply now

for a career that defies imagination

In our quest to serve patients above all else, Amgen is the first to imagine, and the last to doubt. Join us.

careers.amgen.com

Our culture is what makes Amgen a special place to work. We have a powerful shared purpose around our mission – to serve patients. We respect one another, recognize contributions, and have embedded collaboration, trust, empowerment and inclusion in all that we do.

We equip all our staff members to live well-rounded, healthy lives. Most recently, Amgen added benefits for transgender employees and continues to pride itself on industry-leading, family-friendly offerings for families of all compositions.

Amgen focuses on areas of high unmet medical need and uses its 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.

Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

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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