Operations Specialist - ESM

Learn more about applying for Operations Specialist - ESM at Sanofi Operations Specialist - ESM at Sanofi Skip to main content Menu Menu Why Join Us Why Join Us Why Sanofi Career Development Rewards & Benefits Culture & Values Workplace Experience Early Talent Career Areas Discover more about our key areas Corporate Functions & Business Operations Digital Digital Accelerator Engineering & Maintenance Hubs Manufacturing & Supply Marketing & Sales Medical & Market Access Quality Regulatory Affairs Research & Development Locations Sanofi Stories Menu Join Our Talent Community opens in a new tab Your Saved Jobs Search Jobs Keyword Search Search Jobs Close Job Search Search Jobs Languages 中文 English Français Deutsch Search Jobs Keyword Search Search Jobs Close Job Search General Medicines Where bold ideas and groundbreaking science shape the future of care Search Jobs Job title, category, or keyword City, region, or country Search Operations Specialist - ESM Hyderabad, India Apply now Save for Later Share this job Jump to: Who we are Job description Why work with us Discover more Apply now At a glance With us, you’ll break new ground across a growing and diverse portfolio – from established medicines that millions rely on to pioneering breakthroughs in immunology and chronic disease care. Imagine the scale: your work will help deliver treatments to people around the world who live with diabetes, cardiovascular disease, and complications arising from transplant. Fueled by groundbreaking advances in technology, we are accelerating innovation and expanding access faster than ever. If you’re ready to push boundaries, embrace the power of AI and digital tools, and shape the future of healthcare, this is where your ambition meets impact. Back to nav 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 . 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. Ready to chase the miracles of science and improve people’s lives? Let’s Pursue Progress and 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, gender identity, protected veteran status or other characteristics protected by law. Read more Apply now Save for Later Share this job Send this job to someone you know Facebook X LinkedIn Email Find out more about this location Map it out Why work with us Do the never done before. We push the boundaries of what’s possible: expanding access, accelerating innovation, and finding new ways to improve everyday health for millions. Drive the transformation. We’re leading the shift to AI-powered healthcare, using digital tools to reinvent how medicines are developed, manufactured, and delivered worldwide. Deliver at scale. Our reach is unmatched—we bring trusted treatments to millions worldwide, ensuring broad access and real-world impact at every stage of care. Make an impact that matters. From tackling global health challenges to advancing sustainable, inclusive healthcare, everything we do is driven by purpose. Who ignites your potential? For Sam, it was her mom—teaching her to listen, push boundaries, and put patients first. At Sanofi, we know your inspiration drives your impact. Bring your passion, and together, we’ll chase the miracles of science. Back to nav Discover more Accelerating Biopharma Innovation with McLaren Racing What do Formula 1 and biopharma have in common? Speed, precision, and a drive for excellence. Discover how Sanofi is partnering with McLaren Racing to transform drug development with cutting-edge performance science. Our Formula for Success with McLaren Racing Our Medicines Explore how our medicines are transforming lives—from trusted treatments to groundbreaking innovations in chronic diseases, immunology, and beyond. Explore our portfolio Join our talent community What could we achieve together? 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