Job Description
About The Job
Our Team:
This position is part of the Service Excellence, a transversal organization into Sanofi Business Operations. Service Excellence designs, implements, and maintains scalable, efficient, and user-centric Enterprise Service Management (ESM) capabilities that connect Sanofi employees and partners with operations through standardized frameworks and solutions
The Business Analyst supports the implementation and maintenance of service management solutions, ensuring effective delivery across various platforms. This role assists in gathering requirements, configuring solutions, and contributing to continuous improvement initiatives to enhance user experience. The Business Analyst works under supervision to maintain operational solutions while collaborating with stakeholders across the organization.
Main Responsibilities
Solution Implementation and Support
Support the implementation and maintenance of operational solutions across Portal, Ticketing, Chatbot, Telephony, Reporting, and Survey platforms
Configure and customize solutions based on business requirements with supervision
Provide Level 3 support to teams using solutions in-scope
Execute changes linked to rollouts, enhancements, and upgrades
Requirements Analysis and Documentation
Assist in requirements gathering for solutions
Perform analysis and documentation for business requirements
Support stakeholders in the decision-making process
Define test cases and execute SIT and/or UAT – support requestors in test execution
Stakeholder Management
Facilitate workshops and meetings with stakeholders to drive consensus
Maintain regular contact with stakeholders from Business Operations
Discuss new requests/priorities and facilitate decision making
Send regular updates to key stakeholders and end-user communities about changes
Team Coordination and Knowledge Management
Guide activities for other Business Analysts by coordinating dependencies and providing support
Support onboarding of new team members
Ensure Knowledge Base content and work instructions are maintained
Conduct end-user training on new releases and application rollouts
Performance Analysis and Improvement
Provide on-demand analysis and reports on service management performance
Identify opportunities for process and solution improvements
Monitor solution performance and take preventive/corrective actions
Implement continuous improvement initiatives based on user feedback
Experience
About you
4+ years of experience in business analysis, solution implementation, or related fields
Hands-on experience with business systems rollout, administration, and support
Experience with service management tools and data analytics
Background in business operations with focus on solution delivery
Experience in a cross-functional environment
Soft skills
Well-organized with ability to structure, prioritize, and meet deadlines
Strong communication skills with ability to present to various stakeholders
Problem-solving approach to solution implementation and support
Effective business partnering and stakeholder management
Analytical thinking with ability to connect solutions to business needs
Technical skills
Advanced in MS Office suite, particularly Excel
Intermediate in requirements and specifications definition
Intermediate in testing (strategy, definition, and execution)
Intermediate in tool administration/configuration (ServiceNow: CSM, SPM, HRSD)
Intermediate in SQL (complex queries, data validation, data mapping)
Intermediate in Data analysis, data mapping, and data modelling
Intermediate in Data visualization (Power BI, reports, and dashboards)
Intermediate in Data lakes and cloud data platforms (ex: Snowflake) Intermediate in
Intermediate in Project management methodologies (ex: Waterfall, Agile/Scrum)
Intermediate in service management frameworks
Basic knowledge in APIs/Interfaces (REST/SOAP, JSON/XML)
Basic knowledge in GenAI (Prompt engineering, Data management)
Basic knowledge in Data privacy and compliance principles (ex: GDPR, GxP)
Languages: English (fluent)
Pursue Progress, discover Extraordinary
Better is out there. Better medications, better outcomes, better science. But progress doesn't happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let's be those people.
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