Senior Specialist - User Support and Access Management

About the job

Strategic context:

Sanofi has currently the best and more 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.

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, the vision of the launch and commercialization pillar is the establishment a new Sanofi wide launch excellence cross functional framework, ensuring excellence in Medico Marketing fundamentals and upskilling the Medico Marketing teams with cutting edge new technologies, capabilities and ways of working. Launch and commercialization will not only be a centre for expertise and though leaders but also an important support to execute on those best-in-class capabilities. On this journey, 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?

The Senior Specialist – User Support & Access Management will support the management and maintenance of user access for global and local teams across relevant platforms, ensuring the correct permissions are in place. Acting as the primary contact for platform users, this role will troubleshoot and resolve access-related issues, collaborate with IT teams, and optimize platform functionality. The specialist will ensure seamless integration across platforms like CRM, LMS, and PMS while maintaining data synchronization and enhancing user experience. Additionally, the role includes reporting on platform usage, monitoring access rights, and ensuring compliance with global data privacy and security standards.

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. Ready to get started?

Main responsibilities:

The Senior Specialist will drive and coordinate the below activities and ensure collaboration, effective engagement between the cross-functional teams along with supervising the Specialist/Associate Specialist for these initiatives.

• User Access Management: Drive management and maintenance of user access for global and local teams on relevant platforms, ensuring appropriate permissions are assigned, managed and user lists are updated.
• Platform Support: Act as the primary point of contact for platform users, addressing any access issues, platform errors, or performance problems. Troubleshoot and resolve technical issues related to user access and platform functionality in collaboration with IT support teams.
• Integration and Collaboration:
  • Ensure seamless integration between platforms (CRM, learning platform) coordinating with technical teams to ensure proper synchronization of data and access controls.
  • Work with global IT and platform development teams to enhance platform usability and user experience, by providing regular feedback and reporting issues.
• Documentation and Reporting: Drive regular report generation on platform usage, access metrics, and incident management to inform stakeholders and management.
• Compliance and Security: Ensure compliance with global data privacy and security guidelines, implementing regular reviews of platform access rights.

• 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) Drive 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) Drive delivery of projects in terms of tools, technology, quality, timeliness, efficiency, and high technical standards; (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 cross-functional teams/pillars (Global, Local, and Hub) to identify user access/training need and (2) Liaise with cross-functional teams to provide relevant solutions, trainings, and manage access

About you

• Experience:
  • 5-8 years of experience in user support, IT helpdesk, or access management roles, preferably for the pharmaceutical/healthcare industry.
  • Experience working with cross-functional teams, including IT, security, and platform development teams.
  • Experience in managing user access for multiple enterprise platforms with integration components.
• Soft skills: A skilled communicator with the ability to engage effectively with global teams, explaining technical issues in a clear, user-friendly manner. Resourceful in troubleshooting complex user access challenges, with the capacity to manage multiple requests simultaneously while ensuring high accuracy. Eager to learn new platforms and tools to continually enhance user support and platform management. Adaptable and focused on delivering innovative solutions in a dynamic environment.
• Technical skills:
  • Hands-on experience with platform administration and user access management tools.
  • Knowledge of system integration between multiple platforms, ensuring seamless data and access sharing.
  • 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.
  • Experience with ticketing systems (e.g., JIRA, ServiceNow) to manage and track support issues.
• 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.

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