ITSM Expert
Barcelona, Spain Permanent Date posted Oct. 22, 2024About the job
Ready to push the limits of what’s possible? Join Sanofi CHC in one of our corporate functions and you can play a vital part in the performance of our entire business while helping to make an impact on millions around the world.Our team is engaged in designing, delivering and supporting Digital Tech Services for all CHC worldwide.
We deliver our solutions in a highly competitive market answering FMCH needs and sometimes supporting regulated environments (GxP, SoX and other regional or local regulations).
Our team operates in an international context, serving all markets in most of the countries around the world.
Digital Tech encompasses following capabilities: Integration, Enterprise Architecture, Operations, Cloud engineering, Platform Engineering (e.g. DevOps & related framework), Enabling Platforms (ServiceNow, Observability, Chatbots, RPA, …), Digital Workplace and more “classical” infrastructures (hosting, network, servers, …).
In CHC Digital, all ITSM processes are implemented into ServiceNow platform, currently in a common instance shared with Sanofi overall and operated by a Sanofi Center of Expertise. Standard procedures in use are the one from Sanofi. At some point in time, CHC will benefit from its own ServiceNow instance and will have to manage its own standard procedures and ServiceNow implementation.
“Ops enablement team” is supporting the Business-oriented “Ops Command Center” to ensure transversal analysis on ITSM processes data so that they can focus on the most impacting parts with their respective Digital Units: less reliable applications, most recurring incidents, problem management, reliability actions to follow-up, insightful dashboards, …
As ITSM Expert, part of CHC Digital “Operations Enablement”team, you will support CHC Digital team on ITSM processes managed by Operations (i.e. being Business Process Owners – BPO), typically covering: Incident Management (Service Desk, L1, L2, L3), Problem Management, Change Management, Configuration Management (CMDB), Application Portfolio Management (APM), Release Management, Service Level Management and Knowledge Management global processes and their ServiceNow implementation.
Main responsibilities
Ops processes
Facilitate, frame, implement & optimize ITIL, ITSM processesin scope (e.g. automation, lean approach, ServiceNow configuration…)
Own ITSM “product” in ServiceNow platform (i.e. Process implementation & configuration in ServiceNow), being overall day-to-day operational responsibility for the performance of the processes
In partnership with Digital Quality representatives, provide & maintain CHC standard procedures related to all these processes
In partnership with Digital Office & Performance team, develop and maintain procedures and training materials for Digital stakeholders and ensure process adoption
Collaborate with stakeholders to identify new requirements to meet evolving business needs
Define and orchestrate a transversal Change Advisory Board (CAB) at the level of Tech team to govern CHC critical changes, but also Sanofi ones with an impact on CHC
Act as Problem manager and ensure transversal follow-up of all open actions, especially when related to Critical Incidents (P1)
Contribute to RCA
Own Application Portfolio Management (APM) process, based on ServiceNow (catalog management & approvals, demand management, HC structure consistency and logic,
Own “Prepare to run & move to production” process and requirements (document, maintain, educate, measure, …)
In partnership with Digital Quality, define and govern Disaster Recovery process & methodology
Ensure consistency of the CMDB
Insights and reporting
Provide insights based on overall Ops data (typically ServiceNow) to identify main risk & blockers and propose action to gain reliability (e.g.top 5 incident-prone applications)
Develop and maintain reports & dashboards to show data quality, KPIs and SLA performance (i.e. “Ops dashboards”)
Ensure monitoring efficiency (i.e.are the right things monitored with actionable events?)and take actions to ensure most appropriatesetup (e.g. new project requirements)
Develop and implement global performance and processes health KPIs
Provide Ops FinOps (e.g.run costs of apps, costs of incidents)
Engagement
Regularly Educate & communicate to CHC associates on Operations processes & best practices
Support application owners to shape their planned outage communications
About you
Experience:
Strong demonstrated5-10 years experience in driving IT Service Management processes in an organization, preferably in Consumer Goods industry or Healthcare
Solid knowledge & multi-year experience of Operations processes (e.g. IMS, AMS, Service Desk, ITIL & ITSM“stack”, …)
Expertise in ITIL v4 framework (incl. support model, service management, CMDB, APM, …)
Process expertise, with Lean expertise & experience
Good knowledge of ServiceNow, without being a developer, but with ability to understand how processes are implemented and can be optimized in the platform
Good knowledge of transversal automations capabilities enabling Operations (e.g. RPA, ServiceNow, PowerAutomate, …)
Good writing skill to create and update standard documents & procedures, approved by Quality
Proficientin Lean & problem solving methodologies, focusing on continuous improvement & Business continuity / reliability
Knowledge of Agile methodologies, DevOps and SRE (Site Reliability Engineering)
Data and analytics to deep dive on data to understand process execution and outcomes
Good understanding & experience on Digital eco-system, especially on Operations
Soft Skills
Curious, open-mindedness, think « out of the box »
Agile and continuous improvement mindset
Being mindful of stakeholders and ability to adapt speech & deliverables to various audience (e.g. Technical, Process, Business, …)
Critical-thinking and root-cause-analysis
Bachelor’s degree in Computer Science, Information Technology, or related field, with various proven experiences in international context across global organizations
Fluent in English
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
Pursue progress. Discover extraordinary.
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. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together.
At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.
Watch 'One day at Sanofi' and check out our Diversity Equity and Inclusion initiatives at sanofi.com
You have not viewed any jobs yet.
You have not saved any jobs yet.
Developing
our talent
We believe better is out there – and that extends to how we support people. Our People Strategy prioritizes inclusivity, transparency, and efficiency in talent development. It’s allowed us to chart personalized plans to keep employees and managers on the same page when it comes to training and succession planning. From upskilling to mentorship, we prepare our teams with the resources they need to pursue progress.
Find out more about this location
Experience possibility
-
When you grow, we all grow
We strive to support your whole self with thoughtfully crafted rewards that benefit you physically, financially, mentally and socially. Whatever your role, you'll thrive in our inclusive teams.
-
Build a career with purpose
Bring your passion to your role and impact millions of people around the world. You're in the driver's seat – just set your goals, and we'll provide the training and support that will get you there.
-
Bolder, better futures
Change your life. And the lives of millions around the globe. How? By starting a career where you're supported to grow, while having a tangible impact and learning from the best.
-
Our locations
We're in 60+ countries, all pulling together to define the future of healthcare. Wherever you work, you'll develop your career alongside experts, using technology to chase bigger breakthroughs.
-
-
Sanofi Stories
At Sanofi every voice matters. Get to know the talented Sanofians shaping our future and pushing us toward our ambitious goals.
-
Sanofi at Cambridge Crossing
Dubbed Sanofi at Cambridge Crossing, our new state-of-the-art facility will create an innovation hub promoting close collaboration and integration among business units. Join us and become part of a team dedicated to chasing the miracles of science that improve people’s lives.
-
Why Sanofi
Get access to the tools, training, and support to reach your goals. By fulfilling your potential, you’ll help us achieve our aim of halving the time from discovery to therapy.
-
Our people & culture
We're the first in Pharma to have a DE&I board. We also have Employee Resource Groups that create spaces for every Sanofian to be heard. Your voice matters – use it to shape our future.
-
Sanofi's Postdoctoral Program
Designed for high-caliber Ph.D. graduates, Sanofi's Postdoctoral Program helps you advance your scientific career in a state-of-the-art environment.
-
Physician Careers at Sanofi
At Sanofi, physicians like you have the opportunity to collaborate on new ideas and challenge established thinking. Learn about Physician careers here.
-
AI Centre of Excellence
The AI Centre of Excellence at Sanofi is a unique data-driven team based in Downtown Toronto. We pride ourselves on being data-obsessed and highly focused on using state-of-the-art technologies to drive global impact.
-
Cambridge Crossing
We're bringing together 2,500 people from across our organization — R&D, Medical, Commercial and Global colleagues all working to realize the power of collaboration.
-
Innovation in Action
Our flexible lab of the future will transform how we conduct research, while our innovation center will be fully integrated with existing R&D locations.
-
Sustainable and Green
Our new facility was built to minimize the environmental impact — helping protect our planet and people. Using resources efficiently, we're providing greener, healthier workspaces.
-
Sanofi’s AI Centre of Excellence in Toronto
The Centre is focused on using leading technologies to develop world-class data and artificial intelligence (AI) products to create value for the health sector.
-
Ama
Ama puts her project management techniques and ServiceNow knowledge to use to help advance Sanofi’s Digital Data operating model. Learn how our team connects data and AI to do what’s never been done before.
-
Sanofi Canada's Philanthropic Efforts
By chasing the miracles of science to improve people’s lives, we surprise ourselves with what we can achieve. Our team is humbled by the impact our efforts make.
-
Emmanuel
Emmanuel, Head of the Sanofi Digital Accelerator, shares how his team builds digital solutions that enable patients to receive new treatments to help improve their lives.
-
Dimitrije
Dimitrije shares insights into the work carried out by the AI Centre of Excellence in Toronto.
-
Ziv
Read Ziv's first-hand account describing the reasons he chose to join Sanofi – and many of the reasons why he now chooses to stay.
What could we achieve together?
Want to join our Global Talent Community? Every Sanofian works on projects that truly make a difference to people’s lives.
What could you achieve? Sign up today and discover our latest opportunities as soon as they’re available.