Business Analyst
Hyderabad, India Permanent Date posted Sep. 10, 2024Job title: Business Analyst
About the job
Our Team:
This position is part of the Connect to Resolve (C2R), a transversal organization into Sanofi Business Operations. 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 team is composed of other Business Analysts, but also Solution Leads and Project Managers.
Main responsibilities:
with the support of/in coordination with IT teams
- Maintain our solutions in operational conditions, i.e., monitor, take preventive and correctives actions on Portal solutions, ticketing solutions, chatbot and chat solutions, telephony solutions, reporting solutions, survey solutions, etc..
- Provide Level 3 support to the teams using our solutions and to our project managers.
- Implement the requested changes linked to rollouts, enhancements, and upgrades
- Define test cases and execute SIT and/or UAT – support the requestors in tests execution.
- Maintain the Knowledge Base content regarding our solutions, processes and RUN activities.
- Provide on-demand analysis and report on service management performance (ex: service quality and customer satisfaction)
About you
- Experience:
- Hands-on on business systems (ex: ServiceNow business modules or Salesforces, Workday or Coupa, etc..) rollout, administration and support.
- Hands-on data analytics.
- Soft skills:
- Well organized: structure, prioritize and meet deadlines.
- High level of interpersonal/communication skills.
- Technical skills:
- Advanced in MS Office, in particular with Excel
- Advanced in tool administration/configuration
- Basic knowledge GenAI (Prompt engineering, Data management)
- Basic knowledge in requirements and specifications definition
- Basic knowledge in testing (strategy, definition and execution)
- Basic knowledge in Project management methodologies (ex: Waterfall, AGILE)
- Basic knowledge in Service management frameworks (ex: ITIL, KCS)
- Basic knowledge Business Service Management tools (ex: ServiceNow, Neocase)
- Basic knowledge in Data and process modelling
- Basic knowledge in Data privacy principles
- Languages: English (fluent)
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
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