Specialist - User Support and Access

About the job

Strategic context:

Sanofi has currently the best and most robust pipeline of R&D and consequent new launches of our history. As new phase of Play-To-Win strategy, funding this pipeline and new launches is key to materialize the miracles of the science to improve people lives. Thus, as we enter the next phase, modernization of Sanofi is required as per the recent announcements on DRIVE, and in this respect, we are in the beginning stages of organizing the Go-to-Market Capabilities (GTMC) team at global level.

The GTMC organization will help us to drive best-in-class capabilities across the board and bring value and excellence in our commercial operations. This move is a key part of the aimed modernization of Sanofi and will allow us to focus on our priorities across our products, market and pipeline through the reallocation of resources and realizing the efficiencies of removing silos that exist between our business units, avoiding the duplication and overlapping of resources, standardizing our processes and tools, operating with a One Sanofi approach to accelerate our key capabilities development, and fostering the entrepreneurial spirit by speeding up the decision making.

As part of GTMC, vision of the Omnichannel pillar is the definition of Sanofi-wide best-in-class Omnichannel engagement strategy, including development of standards & best practices across markets and brand teams, as well as executional planning and support of local Omnichannel approaches (including change management). GTMC will also collaborate closely with Digital to provide consistent tools.

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 Specialist - User Support and Access, within our Hyderabad Hub, you'll be responsible for supporting the Capabilities and Operations Hub team, ensuring seamless business continuity, and driving strategies aligned with global priorities in Content Operations, GenAI, and digital presence optimization.

Main responsibilities:

The overall purpose and main responsibilities are listed below:

Providing technical support and training to the users of content management & dissemination platforms (Veeva Promomats/DAM/OneCRM/SFMC etc.). Responsible for ensuring that the users have the appropriate license/access and permissions to the specific platforms, as well as troubleshooting any issues or errors that may arise. Support the operations and writing team for Content Operations Hub/other Omnichannel Hub teams; support day-to-day operations; meet timelines, milestones, and project metrics. Manage multiple projects across multiple franchises or therapeutic areas.

Support vendor relationships crucial for content management platforms. Support adherence to associated compliance related activities and approvals. Collaborate effectively with internal/external stakeholders/Hubs/GTMC pillars.

• Validating the adequacy and relevance of the training documents and certificates that are received through emails on a shared mailbox from end-users for the platform access
• Engaging with global end users via email to rectify the issues if they have any discrepancies in the training documents and certificates
• Supporting in maintaining shared workspace and keep it up to date by uploading relevant documents in a timely manner
• Maintaining training matrix up to date
• Make sure user guides and trainings are up-to-date and available in Learning tool such as iLearn
• Preparation and execution of UAT (User Acceptance Testing) scripts as per business specifications
• Creating user stories in GxP approved tool
• Working closely with digital teams to ensure releases get implemented in an agile way
• Maintaining shared mailbox(es) and answer user questions
• Engaging with end users, worldwide, to understand their needs and challenges
• Sharing best practices with all users via email communications
• Maintaining list of super users and developing super users network with business owner
• Participating in critical discussions with client’s business process owners for process improvement and building efficiency
• Keeping GxP quality documentation up to date with the support of business owner
• Participating in critical discussions with business process owners for process improvement and building efficiency
• Support Hub strategy aligned with global business priorities, focusing on Omnichannel operations
• Support automation and integration of content validation process with AI enabled tools/platforms
• Support Content Powerhouse for access, technical support, and training for content management & dissemination platforms

• People: (1) Maintain effective relationship with the stakeholders within the allocated GTMC pillar and cross-pillars – with an end objective to establish operational excellence as per requirement; (2) Constantly assist project team on methods/processes (3) Partner with Head/Lead for individual development plans (4) Collaborate with cross-functional teams in GTMC to build digital transformation/to bring innovative digital solutions (5) Provide proactive recommendations on improving operational excellence and play an active role to follow the best practices in relation to processes, communications, project management, documentation and technical requirements
• Performance: (1) Support development of tools, technology, and processes to constantly improve quality and productivity (2) Ensure delivery as per agreed timelines and quality; (3) Collaborate with team to develop process, and technological expertise; and (4) Recommend and implement tactical process improvements within the department and division-wide
• Process: (1) Support delivery of projects in terms of tools, technology, quality, timeliness, efficiency, and high technical standards for deliveries made by Content Operations Hub; (2) Contribute to overall quality enhancement by ensuring high scientific standards for the output produced by the Hub; (3) Secure adherence to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards; (4) Work with selected vendors within the region to deliver the required deliverables as per defined process; (5) Leverage advanced training delivery tools and techniques for enhancing the effectiveness of process delivery
• Stakeholder: (1) Work closely with GTMC/Omnichannel pillars (Global, Local, and Hub) to identify user access/training need and (2) Liaise with cross-functional Omnichannel teams to provide relevant solutions, trainings, and manage access

About you

• Experience: 3-5 years of experience in content creation/optimization/operational excellence in medico-marketing/medical/commercial/Omnichannel domain for the pharmaceutical/healthcare industry/digital platforms; 1-2 years of experience in content management platforms like Veeva PromoMats/DAM/OneCRM/SFMC/digital platforms is preferred
• Soft skills: Stakeholder management; proficient in written & oral communication skills; strong organizational and time management skills; and ability to work independently and within a team environment
• Technical skills: Project management support; Omnichannel operations; Pharma experience (including but not limited to therapeutic area/domain knowledge exposure; and/or content validation/upload/dissemination/publishing/deployment); experience with MS tools (PPT/PowerBI/Excel/Word etc.), JIRA, Confluence, ServiceNow etc. is desirable. Familiarity with GDPR and other data security/privacy regulations affecting user access. Understanding of security frameworks and best practices for managing user access. Strong ability to troubleshoot technical issues related to user access, platform performance, and system integration.
• Education: Bachelor’s degree in life sciences, information technology, computer science, or a related field. Additionally, relevant advanced/postgraduate degree in life sciences, information technology, computer science or a similar discipline desirable.
• Languages: Excellent knowledge of English language (spoken and written)

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
• Play a key role in shaping and optimizing our content strategy, driving business growth and achieving impactful results

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