Operations Specialist - ESM

Location: [Hyderabad, India]

About the Job

The Operations Specialist – ESM plays a critical role in supporting the operational excellence of Enterprise Service Management (ESM) processes following the strategic ESM rollout for Medical Services. This position serves as the vital bridge between Global Business Units (GBUs) , Medical Services, and Service Excellence team within Business operations, ensuring seamless integration and operational control*.*

As the primary point of contact (Medical services internal), this role is instrumental in maintaining the integrity of ESM Medical Service’s core operational model while providing essential technical support and data administration services. The specialist will be responsible for ensuring the ESM platform operates efficiently, enabling Medical Services to maintain full operational control and deliver exceptional service to internal stakeholders.

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

ESM Subject Matter Expertise

• Serve as the primary Single Point of Contact (SPOC) for all ESM related activities (Data management in ESM, User guides, Enabling / disabling access, Group management, KB articles etc.) within BO Medical (inc. system enhancements – identifying opportunities for enhancement of the system to ensure it serves the purpose of Medical services – tracking, reporting)
• Act as the guardian and steward of the Medical services ESM model, ensuring its integrity and optimal performance
• Provide expert guidance on system, enhancements and best practices to all functions in BO Medical

Data Administration & Business System Ownership

• Manage configuration BAU changes (e.g. managing assignment group, deliverables, standard roles etc.)

• Ensure data integrity across all ESM Medical Services modules and interfaces in collaboration with the BO Digital Team

• Execute testing for system updates, patches, and enhancements in coordination with BO Service Excellence team

Universal Request Management (L1 Support)

• Own and resolve Universal Requests (UR) submitted through the ServiceNow "Get Help" feature
• Provide first-level process subject matter support to end-users, ensuring rapid issue resolution
• Maintain comprehensive documentation of support activities and resolution procedures
• Collaborate with CSM module teams to ensure proper routing of business requests outside UR scope

Knowledge Base Article (KB) Contributor

• Support the update and improvement of Knowledge Base Articles based on L1 support insights
• Leverage frontline visibility on user queries and recurring issues to identify content gaps and improvement opportunities
• Propose updates, clarifications, and new article suggestions to enhance self-service capabilities
• Collaborate with Service Owners who retain full accountability for KBA content accuracy and approval
• Contribute to reducing ticket volume by ensuring knowledge articles address common user pain points
• Document emerging trends and frequently asked questions to inform knowledge management strategy

About You

Experience:

• 3-5 years of experience working in an ESM (ServiceNow preferred)

• Proficient in ServiceNow ESM modules, including backend configuration and data management will be an added advantage

• Understanding of ESM frameworks and best practices

• Experience with data analysis, reporting

• Familiarity with change management and incident resolution processes

Soft and Technical Skills:

• Excellent communication and interpersonal skills with ability to work across diverse teams
• Strong analytical and problem-solving capabilities
• Customer service orientation with focus on user experience
• Ability to work independently and manage multiple priorities effectively
• Demonstratable learning agility

Key Competencies:

• Operational Excellence: Commitment to maintaining high standards of service delivery and continuous improvement
• Cross-functional Collaboration: Ability to work effectively with GBUs, Medical Services teams, and various stakeholders
• Technical Acumen: Strong technical skills combined with business process understanding
• Customer Focus: Dedication to providing internal customer service and support
• Adaptability: Flexibility to adapt to changing business needs and technological advancements
• Attention to Detail: Precision in data management and system configuration activities
• Knowledge Sharing: Commitment to documenting insights and contributing to organizational learning

Education:

• Bachelor’s degree

Languages:

• [English – Excellent]

Why Choose Us?

Pursue Progress. Discover Extraordinary.

Join Sanofi and step into a new era of science – where your growth can be just as transformative as the work we do. We invest in you to reach further, think faster, and do what's never-been-done-before. You'll help push boundaries, challenge convention, and build smarter solutions that reach the communities we serve.

• Make your work count by supporting a company that brings life-changing treatments to millions

• Drive innovation with cutting-edge technology, AI, and digital platforms

• Grow your career through stretch roles, cross-functional moves, and international opportunities

• Thrive in inclusive, high-performing teams where every voice matters

• Enjoy outstanding benefits, including flexible working options, comprehensive healthcare, and well-being programs

Ready to chase the miracles of science and improve people's lives? Let's Pursue Progress and Discover Extraordinary – together.

Our Commitment to Diversity

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

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, ability or gender identity.

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