Senior Business Analyst

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   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 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. 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 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, ability or gender identity. Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com !