People Services Service Management Specialist
Sanofi
Hyderabad, Telangana, India1h agovia LinkedIn
About the Role
As People Services Service Management Specialist, you will be part of the People Services Global Connect to Resolve team, driving the Service Management approach for People Services and delivering best-in-class services. You will ensure effective delivery across various platforms and deploy global solutions, processes, and working practices globally.
Key Responsibilities
- Act as a Service Management platform specialist for ServiceNow and Power BI.
- Lead requirements and tool enhancements gathering for People Services, provide business requirements, and align new priorities with BO Service Excellence.
- Test required changes linked to rollouts, enhancements, demands, and bug fixes.
- Deploy global solutions, processes, and working practices across all People support teams, providing technical and adoption support for seamless platform utilization.
- Ensure working practices and processes align with global requirements per established Core Model and guidelines.
- Provide Level 3 support to People support teams, acting as a Subject Matter Expert for Case Management process and support model set-up.
- Provide on-demand reports and dashboard creation in ServiceNow.
- Serve as the first point of contact for the BO Service Excellence team, maintaining regular contact.
- Manage change and communication by sending regular updates to impacted teams about upcoming changes.
- Conduct resolver trainings on case management.
- Collaborate with stakeholders across the organization.
Requirements & Tech Stack
- Hands-on experience with service management tools.
- ServiceNow knowledge is a plus.
- Power BI knowledge.
- Service Management tools.
Qualifications
- Background in business operations with a focus on solution delivery.
- Experience in solution implementation is preferred.
- Well-organized with the ability to structure, prioritize, and meet deadlines.
- Problem-solving approach to solution implementation and support.
- Analytical thinking with the ability to connect solutions to business needs.
- Intermediate skills in requirements and specifications definition and testing.
- Adaptable to changes and open to explore and learn.
- Strong communication skills with the 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.
- Fluent in English.