Specialist - Learning

Sanofi; Hyderabad; On-site; INR 600,000 - 800,000; Full time

Benefits offered by this job

Health and wellbeing benefits

Gender-neutral parental leave

Opportunities for career growth

Job summary

A leading global life sciences company is seeking a Specialist - Learning based in Hyderabad. You will manage inquiries related to e-learning applications, provide stellar customer service and enhance employee satisfaction. The ideal candidate will have a bachelor's degree, at least 3 years of experience, and strong problem-solving skills. A focus on user satisfaction and continuous process improvement is essential, along with proficiency in MS Office and incident management tools. This is a full-time role with opportunities for career growth.

Qualifications

• 3 years of professional experience is required.
• Ability to interact with clients in a professional manner.
• Experience in incident management tools is a plus.

Responsibilities

• Manage queries from employees about e-learning applications.
• Provide customer service to end-users and e-learning admins.
• Analyze and resolve inquiries using detailed instructions.

Skills

MS Office knowledge

Customer service focus

Problem-solving mindset

Good communication skills

Fluent in English

Education

Bachelor's degree

Tools

ServiceNow

LMS experience

LMS

Job description

Specialist - Learning

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About the Job

Sanofi is a global life sciences company committed to improving access to healthcare and supporting the people we serve throughout the continuum of care. From prevention to treatment, Sanofi transforms scientific innovation into healthcare solutions in human vaccines, rare diseases, multiple sclerosis, oncology, immunology, infectious diseases, diabetes and cardiovascular solutions. As a company with a global vision of drug development and a highly regarded corporate culture, Sanofi is recognized as one of the best pharmaceutical companies in the world and is pioneering the application of Artificial Intelligence (AI) with a strong commitment to develop advanced data standards to increase reusability & interoperability and thus accelerate impact on global health.

Job Title

Specialist - Learning

Location

Hyderabad

Main Responsibilities

• Manage and resolve queries from employees about Sanofi e‑learning applications using the procedures provided and articles in the knowledge base. Conduct in‑depth investigations on user cases and articulate the findings in a concise manner.
• Work in the case management tool to report each case and progress on the resolution (ServiceNow). Provide customer service to end‑users and e‑learning admins in writing. Support the creation and maintenance of knowledge articles based on the process content provided.
• Survey user satisfaction with the LMS application and its user support. Record and analyze information in order to contribute to service improvement. Effectively handle incoming tickets from employees regarding e‑learning applications. Effectively operate in all supporting technology applications required of the role. Analyze and resolve common and rare inquiries using step‑by‑step instructions and/or subject matter expert knowledge.
• Meet the desired incident management KPIs. Deliver high‑quality standard service to internal employees. Continuously seek ways to improve user satisfaction. Demonstrate knowledge of Global Learning Services processes and procedures provided. Support the incident management process by contributing to knowledge articles based on the content provided in English and local language. Identify process improvement opportunities through elimination of redundant activities.
• Prepare reporting on KPIs and other metrics. Cross‑train support teams and new‑joiners for Learning processes. Mitigate major issue resolution plan with all affected Learning groups. Proactively participate in upcoming transitions, process changes. Actively seek ways of process improvement.

About You

• Experience: 3 years of professional experience is a requirement. A bachelor’s degree is a requirement.
• Soft skills: Ability to interact with internal and external clients in a professional manner. Team player, able to collaborate transversally with SBS and Digital teams. Able to understand and manage cases end‑to‑end. Proactive and problem‑solving mindset. Attentive to customer needs and feedback.
• Technical skills: MS Office knowledge. Experience in incident management tools. ServiceNow expertise is an advantage. LMS experience is preferred. Strong customer service focus. Good communication skills (both verbal and written). E‑learning application knowledge is an advantage. Interpersonal. Ability to interact with internal and external clients in a professional manner.
• Languages: Fluent in English.

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.
• Opportunity to work in an international environment, collaborating with diverse business teams and vendors, working in a dynamic team, and fully empowered to propose and implement innovative ideas.

Equal Opportunity

At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status or other characteristics protected by law.

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Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Human Resources

Industries

Pharmaceutical Manufacturing