People Services Service Management Specialist

Job title: People Services Service Management Specialist
Location: Hyderabad
About The Job
As People Services Service Management Specialist, you will get a unique opportunity to be part of the People Services Global Connect to Resolve team – a passionate team driving our Service Management approach for People Services - and play a key role in driving our solutions to deliver best-in-class services. Ready to get started?
As part of our team, you will ensure effective delivery across various platforms and deploy global solutions, processes and working practices across the globe. You act as single point of contact for supporting and aligning tools enhancements, run tasks and intermediary between People Services and BO Service Excellence team, using a deep understanding of business processes and technology of our Service Management tools (ServiceNow, Power BI) to help People support teams achieve their desired outcome and driving continuous improvement to enhance user experience.
Join the team that powers Sanofi from within — streamlining how we work, scaling bold ideas, and accelerating impact across the business. In our Hubs, you’ll shape smarter ways of working that help bring life-changing treatments to people everywhere.
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
Act as a Service Management platform specialist (ServiceNow, Power BI)
Lead requirements/tool enhancements gathering for People Services, provide business requirements, discuss and align new priorities with BO Service Excellence
Test required changes linked to rollouts, enhancements, demands, bug fixes
Deploy global solutions, processes and working practices across all People support teams, by providing technical and adoption support to ensure seamless platform utilization across all regions
Ensure working practices and processes align with global requirements per established Core Model and guidelines
Provide Level 3 support to People support teams using solutions in-scope, acting as Subject Matter Expert for our Case Management process and support model set-up
Provide on-demand reports and dashboard creation in ServiceNow
First point of contact for BO Service Excellence team, maintain regular contact
Change and Communication: send regular updates to impacted teams about upcoming changes
Conduct resolver trainings on case management
Collaborate with stakeholders across the organization
About You
Experience:
Background in business operations with focus on solution delivery
Experience in solution implementation preferred
Hands-on experience with service management tools
Soft and technical skills:
Well-organized with ability to structure, prioritize, and meet deadlines
Problem-solving approach to solution implementation and support
Analytical thinking with ability to connect solutions to business needs
Intermediate in requirements and specifications definition + testing
Intermediate in Service Management tools (ServiceNow knowledge is a plus)
Adapting to changes an open to explore and learn
Strong communication skills with 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
Languages: English fluent

Work arrangement
No