ServiceNow Developer - Service Management

At Amgen, if you feel like youre part of something bigger, its because you are. Our shared missionto serve patients living with serious illnessesdrives all that we do.

Since 1980, weve helped pioneer the world of biotech in our fight against the worlds 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, youll 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, youll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.

ServiceNow Developer Service Management

As a ServiceNow Developer - Service Management, you will be responsible for designing, developing, and maintaining ServiceNow applications and solutions that meet business needs. You will ensure the availability and performance of critical systems and applications, working closely with product managers, designers, and other engineers to create high-quality, scalable self-service and service management solutions. The scope of work includes ServiceNow modules such as IT Service Management (ITSM) and Integrated Risk Management (GRC/IRM). Additionally, you will contribute to automating operations, monitoring system health, and responding to incidents to minimize downtime.

• Design and implement ServiceNow request catalogs, record producers, workflows, and cross-platform API integrations
• Create and configure Business Rules, UI Policies, UI Actions, Client Scripts, REST APIs, and ACLs, including advanced scripting logic
• Develop and maintain data integrations between ServiceNow and other systems
• Build system integrations and automate processes to improve system efficiency
• Design and manage ServiceNow mobile applications for supported products
• Collaborate with product owners, stakeholders, testers, and other developers to understand, estimate, prioritize, and implement solutions
• Participate in design reviews, requirements gathering, and development of features to support business automation initiatives
• Conduct code reviews to ensure adherence to best practices and quality standards
• Maintain detailed documentation of software designs, development processes, and system architecture
• Monitor system health and performance, taking proactive steps to address potential issues
• Stay updated with the latest trends and advancements in ServiceNow and related technologies

Basic Qualifications:

• Doctorate Degree OR
• Masters degree with 4 - 6 years of experience in Computer Science, IT or related field OR
• Bachelors degree with 6 - 8 years of experience in Computer Science, IT or related field OR
• Diploma with 10 - 12 years of experience in Computer Science, IT or related field

Must-Have Skills:

• ServiceNow ITSM Expertise: In-depth knowledge of ITSM modules (Incident, Problem, Change, Request Management) with experience in configuring and customizing workflows, SLAs, and catalog items.
• Scripting & Integration: Proficiency in JavaScript and Glide API for server/client-side scripting, along with experience integrating third-party systems using REST/SOAP APIs.
• GRC/IRM Implementation: Strong understanding of ServiceNow GRC/IRM modules, including Policy and Compliance, Risk Management, and Audit Management, with experience in customizing risk and compliance workflows.
• Process Automation & Optimization: Ability to design, develop, and optimize automated processes using Flow Designer or Workflow Editor, streamlining ITSM and GRC/IRM tasks.

Preferred Qualifications:

• Regulatory & Compliance Knowledge: Familiarity with industry regulations (e.g., GDPR, SOX, ISO) and compliance frameworks to ensure effective implementation of GRC/IRM solutions.
• Reporting & Dashboards: Experience in building performance reports and executive dashboards for ITSM and GRC/IRM metrics, enabling real-time insights into incidents, risks, and compliance statuses.
• Risk and Policy Management: Knowledge of risk assessment methodologies and policy management to implement and maintain effective risk and compliance controls.
• Automation & Orchestration: Experience in automating risk management and ITSM tasks using ServiceNow Orchestration and integration tools to drive efficiency.

• ServiceNow Certified System Administrator (Mandatory)
• ServiceNow Certified Application Developer (Preferred)
• ServiceNow Certified Implementation Specialist (CIS) micro-certifications in ITSM or IRM (preferred)

• 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 manage multiple priorities successfully
• Team-oriented, with a focus on achieving team goals
• Strong presentation and public speaking skills

This position requires you to work a later shift and may be assigned a second or third shift schedule. Candidates must be willing and able to work during evening or night shifts, as required. Potential Shifts (subject to change based on business requirements): Second Shift: 2:00pm 10:00pm IST; Third Shift: 10:00 pm 7:00 am IST.