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 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_](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)!