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 tool administration/configuration Intermediate in requirements and specifications definition Intermediate in testing (strategy, definition, and execution) Intermediate in Project management methodologies (ex: Waterfall, AGILE) Intermediate in Service management frameworks (ex: ITIL, KCS) Intermediate in Business Service Management tools (ex: ServiceNow, Neocase) 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 (https://www.youtube.com/watch?v=SkpDBZ-CJKw&t=67s) and check out our Diversity Equity and Inclusion actions at sanofi.com (https://www.sanofi.com/en/our-responsibility/equality-and-inclusiveness) ! **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 (https://www.youtube.com/watch?v=SkpDBZ-CJKw&t=67s) and check out our Diversity Equity and Inclusion actions at sanofi.com (https://www.sanofi.com/en/our-responsibility/equality-and-inclusiveness) ! Global Terms & Conditions and Data Privacy Statement (https://www.sanofi.com/en/careers/global-terms-and-conditions/) Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions. With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe. Discover more about us visiting www.sanofi.com or via our movie We are Sanofi (https://youtu.be/96EwNjb1TLo) As an organization, we change the practice of medicine; reinvent the way we work; and enable people to be their best versions in career and life. We are constantly moving and growing, making sure our people grow with us. Our working environment helps us build a dynamic and inclusive workplace operating on trust and respect and allows employees to live the life they want to live. All in for Diversity, Equity and Inclusion at Sanofi - YouTube (http://www.youtube.com/watch?v=SkpDBZ-CJKw&t=2s)