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 Senior Business Analyst plays a key role in implementing and supporting service management solutions, ensuring effective delivery across various platforms. This role is responsible for gathering requirements, configuring solutions, and driving continuous improvement to enhance user experience. The Senior Business Analyst works minimal supervision to maintain operational solutions while collaborating with stakeholders across the organization.
Main responsibilities:
Solution Implementation and Support
Implement and maintain operational solutions across Portal, Ticketing, Chatbot, Telephony, Reporting, and Survey platforms
Configure and customize solutions based on business requirements with minimal supervision
Provide Level 3 support to teams using solutions in-scope and to project managers
Execute changes linked to rollouts, enhancements, and upgrades
Requirements Analysis and Documentation
Lead requirements gathering for complex solutions and coordinate activities for team members
Perform analysis and documentation for business requirements
Support key 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
About you
Experience
3+ 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
Advanced in ServiceNow and in service management frameworks (ex: ITIL, KCS)
Advanced in tool administration/configuration
Intermediate in requirements and specifications definition
Intermediate in testing (strategy, definition and execution)
Intermediate in Project management methodologies (ex: Waterfall, AGILE)
Basic knowledge in GenAI (Prompt engineering, Data management)
Basic knowledge in Data and process modelling
Basic knowledge in Data privacy principles
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.
At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.
Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!
Pursue progress, discover extraordinaryBetter 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.
At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.
Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!
Skills Required
- 3+ 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 working in a cross-functional environment
- Advanced MS Office skills, particularly Excel
- Advanced ServiceNow experience
- Advanced knowledge of service management frameworks (ITIL, KCS)
- Advanced tool administration/configuration skills
- Intermediate skills in requirements and specifications definition
- Intermediate testing skills (SIT/UAT strategy, definition and execution)
- Intermediate knowledge of project management methodologies (Waterfall, Agile)
- Basic knowledge in Generative AI (prompt engineering, data management)
- Basic knowledge in data and process modelling
- Basic knowledge of data privacy principles
- Fluent English
Sanofi Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sanofi and has not been reviewed or approved by Sanofi.
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Retirement Support — Retirement support stands out through a notably strong 401K matching structure (e.g., 150% match up to a 6% contribution), which materially boosts total rewards for long-tenured employees.
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Parental & Family Support — Parental and family support is positioned as unusually robust, including a global gender-neutral paid parental leave standard (14 weeks) and added supports such as childcare assistance and adoption/surrogacy/infertility help.
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Equity Value & Accessibility — Equity participation is made more accessible via an Employee Stock Purchase Plan that includes a meaningful purchase discount and matching/free-share mechanics, increasing perceived total compensation beyond base pay.
Sanofi Insights
What We Do
We are Sanofi, an innovative global healthcare company. We chase the miracles of science to improve people’s lives. Our team, across some 100 countries, is dedicated to transforming the practice of medicine by working to turn the impossible into the possible. We provide potentially life-changing treatment options and life-saving vaccine protection to millions of people globally, while putting sustainability and social responsibility at the center of our ambitions. Interactions with this account must comply with the Terms: https://bit.ly/sanofi-terms
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