*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, productive, 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 ac

📌 Senior Business Analyst (Hyderabad)
🏢 Sanofi
📍 Hyderabad