Senior Business Analyst

About the job

Our Team:

This position is part of the Service Excellence, a transversal organization into Sanofi Business Operations. 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​

The Senior Business Analyst plays a key role in implementing and supporting service management solutions, ensuring effective delivery across various platforms. This role is responsible for gathering requirements, configuring solutions, and driving continuous improvement to enhance user experience. The Senior Business Analyst works 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

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

Languages: English (fluent)

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