People Services Service Management Specialist

Sanofi; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Sanofi is seeking a People Services Service Management Specialist to drive service management solutions across global teams. You will support ServiceNow and Power BI platforms, gather business requirements, and coordinate enhancements with the BO Service Excellence team.

Responsibilities include testing changes, rolling out global processes, providing expert case management support, and delivering dashboards. Strong communication and stakeholder collaboration are essential in this role.

Qualifications

• Background in business operations with focus on solution delivery.
• Experience in solution implementation preferred.
• Hands-on experience with service management tools.

Responsibilities

• Act as a Service Management platform specialist (ServiceNow, Power BI).
• Lead requirements and tool enhancements gathering for People Services and align priorities.
• Test changes related to rollouts, enhancements, and bug fixes.
• Deploy global solutions and processes across People support teams with adoption support.
• Provide Level 3 support and SME guidance for case management and support model.
• Create on-demand reports and dashboards in ServiceNow.
• Act as first point of contact for BO Service Excellence and coordinate updates.
• Conduct resolver trainings and communicate changes to impacted teams.
• Collaborate with stakeholders across the organization.

Skills

Solution delivery

Stakeholder collaboration

Requirements gathering

Testing

Analytical thinking

Communication

Tools

ServiceNow

Power BI

Job description

Job title: People Services Service Management Specialist

• Location: Hyderabad

About The Job

As People Services Service Management Specialist, you will get a unique opportunity to be part of the People Services Global Connect to Resolve team – a passionate team driving our Service Management approach for People Services - and play a key role in driving our solutions to deliver best-in-class services. Ready to get started? As part of our team, you will ensure effective delivery across various platforms and deploy global solutions, processes and working practices across the globe. You act as single point of contact for supporting and aligning tools enhancements, run tasks and intermediary between People Services and BO Service Excellence team, using a deep understanding of business processes and technology of our Service Management tools (ServiceNow, Power BI) to help People support teams achieve their desired outcome and driving continuous improvement to enhance user experience. Join the team that powers Sanofi from within — streamlining how we work, scaling bold ideas, and accelerating impact across the business. In our Hubs, you’ll shape smarter ways of working that help bring life-changing treatments to people everywhere.

About Sanofi

We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives.

Main Responsibilities

• Act as a Service Management platform specialist (ServiceNow, Power BI)
• Lead requirements/tool enhancements gathering for People Services, provide business requirements, discuss and align new priorities with BO Service Excellence
• Test required changes linked to rollouts, enhancements, demands, bug fixes
• Deploy global solutions, processes and working practices across all People support teams, by providing technical and adoption support to ensure seamless platform utilization across all regions
• Ensure working practices and processes align with global requirements per established Core Model and guidelines
• Provide Level 3 support to People support teams using solutions in-scope, acting as Subject Matter Expert for our Case Management process and support model set-up
• Provide on-demand reports and dashboard creation in ServiceNow
• First point of contact for BO Service Excellence team, maintain regular contact
• Change and Communication: send regular updates to impacted teams about upcoming changesConduct resolver trainings on case management
• Collaborate with stakeholders across the organization

About You

Experience

• Background in business operations with focus on solution delivery
• Experience in solution implementation preferred
• Hands-on experience with service management tools

Soft and technical skills

• Well-organized with ability to structure, prioritize, and meet deadlines
• Problem-solving approach to solution implementation and support
• Analytical thinking with ability to connect solutions to business needs
• Intermediate in requirements and specifications definition + testing
• Intermediate in Service Management tools (ServiceNow knowledge is a plus)
• Adapting to changes an open to explore and learn
• Strong communication skills with ability to present to various teams across the globe
• Team player, able to work collaboratively transversally with an end-to-end mindset.
• Effective business partnering
• Languages: English fluent