ITSM Expert

• Job Title; ITSM Expert
• Job: Permanent

About the job  

 At Sanofi Consumer Healthcare, we have one shared mission – we work passionately, every day, to ‘serve healthier, fuller lives’ now and for the generations to come.  

In order to do so, we strive to act as a force for good by integrating sustainability along our business and employees’ mission and operate responsibly from both a social and environmental point of view. 

Everything we do is centered around people’s interests – our consumers, our customers, healthcare professionals, and our employees – across the world.  

We are building loved brands that serve 1bn consumers worldwide, through our key platforms: Allergy, Physical & Mental Wellness, Pain, Digestive Wellness and Cough, Cold & Flu. 

We aspire to become the best Fast Moving Consumer Health (FMCH) company In & For the world and we aim to build a work environment where people can thrive, grow, enjoy and be at their best . 

Our Team

Our team is engaged in designing, delivering and supporting Digital Tech Services for all CHC worldwide. 

We deliver our solutions in a highly competitive market answering FMCH needs and sometimes supporting regulated environments (GxP, SoX and other regional or local regulations). 

Our team operates in an international context, serving all markets in most of the countries around the world. 

Digital Tech encompasses following capabilities: Integration, Enterprise Architecture, Operations, Cloud engineering, Platform Engineering (e.g. DevOps & related framework), Enabling Platforms (ServiceNow, Observability, Chatbots, RPA, …), Digital Workplace and more “classical” infrastructures (hosting, network, servers, …). 

In CHC Digital, all ITSM processes are implemented into ServiceNow platform, currently in a common instance shared with Sanofi overall and operated by a Sanofi Center of Expertise. Standard procedures in use are the one from Sanofi. At some point in time, CHC will benefit from its own ServiceNow instance and will have to manage its own standard procedures and ServiceNow implementation. 

“Ops enablement team” is supporting the Business-oriented “Ops Command Center” to ensure transversal analysis on ITSM processes data so that they can focus on the most impacting parts with their respective Digital Units: less reliable applications, most recurring incidents, problem management, reliability actions to follow-up, insightful dashboards, … 

As ITSM Expert, part of CHC Digital “Operations Enablement” team, you will support CHC Digital team on ITSM processes managed by Operations (i.e. being Business Process Owners – BPO), typically covering: Incident Management (Service Desk, L1, L2, L3), Problem Management, Change Management, Configuration Management (CMDB), Application Portfolio Management (APM), Release Management, Service Level Management and Knowledge Management global processes and their ServiceNow implementation.  

Main responsibilities: 

Ops processes 

• Facilitate, frame, implement & optimize ITIL, ITSM processes in scope (e.g. automation, lean approach, ServiceNow configuration…) 

• Own ITSM “product” in ServiceNow platform (i.e. Process implementation & configuration in ServiceNow), being overall day-to-day operational responsibility for the performance of the processes 

• In partnership with Digital Quality representatives, provide & maintain CHC standard procedures related to all these processes 

• In partnership with Digital Office & Performance team, develop and maintain procedures and training materials for Digital stakeholders and ensure process adoption 

• Collaborate with stakeholders to identify new requirements to meet evolving business needs 

• Define and orchestrate a transversal Change Advisory Board (CAB) at the level of Tech team to govern CHC critical changes, but also Sanofi ones with an impact on CHC 

• Act as Problem manager and ensure transversal follow-up of all open actions, especially when related to Critical Incidents (P1) 

• Contribute to RCA 

• Own Application Portfolio Management (APM) process, based on ServiceNow (catalog management & approvals, demand management, HC structure consistency and logic, …) 

• Own “Prepare to run & move to production” process and requirements (document, maintain, educate, measure, …) 

• In partnership with Digital Quality, define and govern Disaster Recovery process & methodology 

• Ensure consistency of the CMDB 

Insights & reporting 

• Provide insights based on overall Ops data (typically ServiceNow) to identify main risk & blockers and propose action to gain reliability (e.g. top 5 incident-prone applications) 

• Develop and maintain reports & dashboards to show data quality, KPIs and SLA performance (i.e. “Ops dashboards”) 

• Ensure monitoring efficiency (i.e. are the right things monitored with actionable events?) and take actions to ensure most appropriate setup (e.g. new project requirements) 

• Develop and implement global performance and processes health KPIs 

• Provide Ops FinOps (e.g. run costs of apps, costs of incidents) 

Engagement 

• Regularly Educate & communicate to CHC associates on Operations processes & best practices 

• Support application owners to shape their planned outage communications 

About you  

• Experience: 

• Strong demonstrated 5-10 years experience in driving IT Service Management processes in an organization, preferably in Consumer Goods industry or Healthcare 

• Solid knowledge & multi-year experience of Operations processes (e.g. IMS, AMS, Service Desk, ITIL & ITSL “stack”, …) 

• Technical skills: 

• Expertise in ITIL v4 framework (incl. support model, service management, CMDB, APM, …) 

• Process expertise, with Lean expertise & experience 

• Good knowledge of ServiceNow, without being a developer, but with ability to understand how processes are implemented and can be optimized in the platform 

• Good knowledge of transversal automations capabilities enabling Operations (e.g. RPA, ServiceNow, PowerAutomate, …) 

• Good writing skill to create and update standard documents & procedures, approved by Quality 

• Proficient in Lean & problem solving methodologies, focusing on continuous improvement & Business continuity / reliability 

• Knowledge of Agile methodologies, DevOps and SRE (Site Reliability Engineering) 

• Data and analytics to deep dive on data to understand process execution and outcomes 

• Good understanding & experience on Digital eco-system, especially on Operations 

• Soft skills: 

• Curious, open-mindedness, think « out of the box » 

• Agile and continuous improvement mindset 

• Ability to adapt “process” speech and help people to adopt them 

• Critical-thinking and root-cause-analysis 

• Education: 

• Bachelor’s degree in Computer Science, Information Technology, or related field, with various proven experiences in international context across global organizations 

• Languages: 

• Fluent in English 

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!