- Job title: Business Analyst
- About the job
Our Team:
This position is part of the Connect to Resolve (C2R), a transversal organization into Sanofi Business Operations. Connect to Resolve (C2R) focus is to seamlessly connect Sanofi employees and third parties with the support teams and resolve their queries, driving customer centricity and user experience.
The team is composed of other Business Analysts, but also Solution Leads and Project Managers.
Main responsibilities:
with the support of/in coordination with IT teams - Maintain our solutions in operational conditions, i.e., monitor, take preventive and correctives actions on Portal solutions, ticketing solutions, chatbot and chat solutions, telephony solutions, reporting solutions, survey solutions, etc..
- Provide Level 3 support to the teams using our solutions and to our project managers.
- Implement the requested changes linked to rollouts, enhancements, and upgrades
- Define test cases and execute SIT and/or UAT - support the requestors in tests execution.
- Maintain the Knowledge Base content regarding our solutions, processes and RUN activities.
- Provide on-demand analysis and report on service management performance (ex: service quality and customer satisfaction)
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About you
- Hands-on on business systems (ex: ServiceNow business modules or Salesforces, Workday or Coupa, etc..) rollout, administration and support.
- Hands-on data analytics.
- Well organized: structure, prioritize and meet deadlines.
- High level of interpersonal/communication skills.
- Advanced in MS Office, in particular with Excel
- Advanced in tool administration/configuration
- Basic knowledge GenAI (Prompt engineering, Data management)
- Basic knowledge in requirements and specifications definition
- Basic knowledge in testing (strategy, definition and execution)
- Basic knowledge in Project management methodologies (ex: Waterfall, AGILE)
- Basic knowledge in Service management frameworks (ex: ITIL, KCS)
- Basic knowledge Business Service Management tools (ex: ServiceNow, Neocase)
- Basic knowledge in Data and process modelling
- Basic knowledge in Data privacy principles