• Location: Budapest, Hungary

• Job type: Permanent, Full-time, Hybrid

About the job

Our Hubs are a crucial part of how we innovate, improving performance across every Sanofi department and providing a springboard for the amazing work we do. Build a career and you can be part of transforming our business while helping to change millions of lives. Ready?

As a Senior Business Analyst within our Service Excellence team, part of Sanofi Business Operations, you'll play a key role in implementing and supporting service management solutions, ensuring effective delivery across various platforms. 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. This is an opportunity to make a meaningful difference while building a fulfilling and purpose-driven career.

We are an innovative global healthcare company with one purpose: to chase the miracles of science to improve people's lives. We're also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible.

This role is responsible for gathering requirements, configuring solutions, and driving continuous improvement to enhance user experience. The Senior Business Analyst works with 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

Skills:

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

Education:

• BA degree

Languages:

• Fluent English, both 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

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