• Location: Budapest, Hungary
• Job type: Permanent, Full-time, Hybrid

About the Job

Our Team:
This position is part of the Service Excellence/Connect to Resolve (C2R), a transversal organization into Sanofi Business Operations. Service Excellence/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 Lead Analyst serves as a strategic enabler and partner for service lines, providing guidance, support, and oversight to enhance their knowledge management capabilities. While service lines maintain ownership and responsibility for creating and updating knowledge articles, this role ensures they have the tools, insights, methodologies and focus needed to excel in knowledge management practices.

Main Responsibilities:

• Develop and monitor key performance indicators (KPIs) for knowledge management across service lines and provide actionable insights to identify improvement opportunities
• Guide service lines in establishing effective knowledge management practices and provide consultative support for prioritizing knowledge creation and maintenance efforts
• Communicate quality standards and best practices, conduct regular audits, and alert service line leaders about compliance issues or quality concerns
• Design and deliver targeted training programs to enhance service lines' knowledge management capabilities and enable self-sufficiency
• Develop frameworks, methodologies, tools, and templates that service lines can implement to improve knowledge quality and effectiveness
• Identify systemic issues affecting knowledge quality and recommend process improvements and technology enhancements to address root causes
• Facilitate cross-functional learning, sharing of best practices, and partner with service lines to implement improvement initiatives

About You

Key Requirements:

• 5+ years of experience in knowledge management or service management, with proven track record in enabling teams through guidance and support
• Experience working with global, cross-functional teams in an advisory capacity
• Advanced knowledge of data analytics and performance measurement tools, particularly MS Office suite
• Strong understanding of knowledge management systems (ServiceNow Knowledge, SharePoint) and KCS methodologies
• Demonstrated ability to influence without direct authority and provide diplomatic feedback
• Experience with GenAI applications in knowledge management and service management frameworks
• Fluent English with excellent communication skills and ability to translate data into actionable insights

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 videoand check out our Diversity Equity and Inclusion actions at sanofi.com!

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