IS Business Systems Analyst - Configuration Management (ServiceNow)

About the role

Amgen is hiring a Specialist IS Business Systems Analyst to act as Product and Process Owner for Configuration Management (CMDB) and IT Asset Management (ITAM) processes within the ServiceNow platform. This individual contributor role develops, governs and optimises ITIL-aligned processes and their supporting technologies, working with infrastructure teams, application owners, platform engineers and service management leaders.

Key responsibilities

• Keep CMDB and IT asset data accurate, complete and aligned to enterprise standards, and identify process and data quality improvements
• Serve as Product Owner for Configuration and Asset Management processes in ServiceNow
• Define process documentation, configuration models and CI relationships, and prioritise enhancements such as automated discovery, integrations, reconciliation rules and reporting dashboards
• Develop user stories and process requirements with ServiceNow administrators and developers
• Support compliance and audit by ensuring process controls and documentation meet regulatory and internal governance standards
• Monitor data quality indicators, CI lifecycle status and KPIs, and support training and onboarding for CMDB and ITAM adoption
• Partner with ITSM process owners (Change, Incident, Problem) and act as subject matter expert for configuration and asset management best practices

Required profile

• Doctorate, Master's or Bachelor's degree and 8 to 13 years of experience in Computer Science, IT or a related field
• Ability to document processes, map data flows and turn business needs into actionable requirements
• Preferred: familiarity with ServiceNow Discovery and integrations, audit and compliance awareness, dashboard/reporting, and understanding of how configuration data supports other ITSM processes

Required skills

• ITIL v3/4 Foundation certification (mandatory)
• ServiceNow CMDB and ITAM knowledge
• Preferred: ServiceNow Certified Implementation Specialist (CMDB/ITAM), CSAM, SAFe for Teams