Business system owner Salesforce Service cloud – Senior Analyst

Job title: Business system owner Salesforce Service cloud – Senior Analyst

• Location: Hyderabad

About the job

Sanofi is a global life sciences company committed to improving access to healthcare and supporting the people we serve throughout the continuum of care. From prevention to treatment, Sanofi transforms scientific innovation into healthcare solutions, in human vaccines, rare diseases, multiple sclerosis, oncology, immunology, infectious diseases, diabetes and cardiovascular solutions. As a company with a global vision of drug development and a highly regarded corporate culture, Sanofi is recognized as one of the best pharmaceutical companies in the world and is pioneering the application of Artificial Intelligence (AI) with strong commitment to develop advanced data standards to increase reusability & interoperability and thus accelerate impact on global health.

Reporting to the Business system owner (BSO) Salesforce Service cloud manager, enhances existing Salesforce service cloud core model enhancements, prepares and drives a given deployment performing expected business activities and ensures solution sustainability. Investigates & promotes solution capabilities to bring the highest value possible to order to cash activities. Leads business activities in a given Salesforce implementation with the objective to assure customer satisfaction and internal efficiencies in collaboration with hub K-users, Digital, Integrator, Global Process leads (GPLs), GPO. Actively contributes to solution and users expertise sustainability by monitoring globally adoption, performance and providing trainings to K-users. This role requires a strong understanding of Order to Cash activities, passionate by customer satisfaction and problem resolution mindset supported by a deep knowledge of Salesforce service cloud and project management.

Main responsibilities:

• Assess current & future Salesforce capabilities and business requirements and contributes to a long-term plan with aligned priorities in partnership with the GPLs. Secures business requirements definition to bring detailed business specifications to Digital and integrator for build. Promotes benchmark and best practices and develop use of Salesforce solution with the perspective to deliver productivity, process efficiency and automation.

• Understands Salesforce Service Cloud trends and its practical application of existing, new, and emerging functionalities to enable and improve business operating models. Leads Salesforce implementation from business stand points, under the supervision of the BSO and in close collaboration with GPLs, prepares vision implementation.

• Coordinates & supports business requirements completion contributes to the prioritization according to business value. Prepares Hub & Country resources on-boarding to participate to the business workshops. Leads in partnership with the integrator gaps identification & prioritization, assists on the Backlog Management, user stories detailed review & validation. Supports the development team by clarifying the requirements, answering questions, provides additional context / information when needed liaising with the global process leads.

• Supports on Testing & Hypercare, Drives UAT preparation (test cases preparation, Key Users training, UAT session planification) & execution (organize K-users activities, identify & create defects with Key Users). Communicates the weekly UAT test report to the external stakeholders. Set-up the telephony forwarding alignment for testing. Supports on incidents qualifications (Level 0) during hypercare.

• Contributes to change & Communication, Engages with the stakeholders (Hub & Countries ambassadors, end users, to understand their needs & gather feedbacks. Evaluates & documents change impact, liaise with Change ambassadors and change management lead to follow change plan execution. Manages & coordinates communication regarding Cutover with involved teams. Ensures clear communication between all relevant teams. Communicates to Key-users, and relevant stakeholders (daily status, weekly reports. Guarantees Go-Live check-list (pre-Go-Live meeting with Key Users, cutover, access to production, announcement)

• Contributes expertise sustainability, continuous improvement deployment for internal efficiency and customer experience. Consolidates feed-back from Key-users (Hubs, local O2C), GPLs teams… regarding potential improvement of the solution/ processes and analyzes priorities/values expected. Liaises with GPLs and relevant stakeholders to refine and validate requirements before organizing activities with Digital. Based on agreed KPIs monitors solutions/process efficiency to detect pro-actively potential issues and improvement opportunities (internal teams &/or customers). Supports data foundation built and Kpis enhancement for Salesforce data. Maintains and creates training documentation and performs potential additional trainings. Prepares pro-active communication to stakeholders about the features delivery.

About you:

• Experience: 4 years´ experience in Salesforce service cloud (essential) preferably in Pharma. Contribution to a global project deployment or used to work in global delivery team.

• Soft skills: Strong understanding of order to cash overall processes. Good business acumen (advantageous). Strong problem solving, deductive and analytical skills (advantageous). 

• Collaborate with cross-functional stakeholders to gather and define business requirements. Translate business needs into clear, actionable Salesforce solutions and user stories. Lead the implementation of Salesforce features and functionality in alignment with business goals. Act as a liaison between business users and technical teams to ensure seamless delivery. Create and maintain documentation such as process flows, requirement specifications, test plans, and user guides.

• Technical skills: Hands-on experience of Salesforces Service Cloud(essential) & SAP in S4 Hana preferably. Salesforce Administrator and/or Business Analyst certification. Strong understanding of Salesforce data models, workflows, validation rules, and automation (e.g., Process Builder, Flow). Understanding/Experience in Salesforce AI features – Agentic AI, Generative AI, Einstein capabilities. Demonstrated Business Analysis skills – Identify, define and prioritization of business requirements with a focus on continuous improvement. Experience with Agile/Scrum methodologies – Epics, Features, User Story creation, refinement and prioritization. Experience working with tools like Jira, Confluence, or similar project management platforms. Experience in call centers CTI/IVR set-up (advantageous). Knowledge of Microsoft Office and expertise of MS Excel, power point (essential).

• Languages: Excellent English written and verbal.

Why choose us?

• Bring the miracles of science to life alongside a supportive, future-focused team.

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention, and wellness programs and at least 14 weeks’ gender-neutral parental leave.

• Opportunity to work in an international environment, collaborating with diverse business teams and vendors, working in a dynamic team, and fully empowered to propose and implement innovative ideas.