ITSM EXPERT

About the job Ready to push the limits of what’s possible? Join Sanofi CHC in one of our corporate functions and you can play a vital part in the performance of our entire business while helping to make an impact on millions around the world.
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.
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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 E xpert, part of CHC Digital “ Operations Enablement ” team, you will support CHC Digital team on ITSM processes managed by Operations (i.
.
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.
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automation, lean approach, ServiceNow configuration …)   Own ITSM “product” in ServiceNow platform (i.
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Process implementation & configuration in ServiceNow), being o verall 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, d evelop 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 RC A   Own Application Portfolio Management (APM) p rocess, 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, d efine and govern Disaster Recovery process & methodology   Ensure consistency of the CMDB     ​​ Insights and reporting Provide insights based on overall Ops data (typically ServiceNow) to identify main risk & blockers and propose action to gain reliability (e.
.
top 5 incident-prone applications)   Develop and maintain reports & dashboards to show data quality, KPIs and SLA performance (i.
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“Ops dashboards”)   Ensure monitoring efficiency (i.
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are the right things monitored with actionable events?) and take action s to ensure most appropriate setup (e.
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new project requirements)   Develop and implement global performance and processes health KPIs   Provide Ops FinOps (e.
.
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 C onsumer G oods industry or Healthcare   Solid knowledge & multi-year experience of Operations processes (e.
.
IMS, AMS, Service Desk, ITIL & ITS M “ stack ”, …)   Technical skills.
Expertise in ITIL v4 framework (incl.
support model, service management, CMDB, APM, …)   Process expert ise, with Lean expertise & experience   Good knowledge of ServiceNow, without being a developer, but with ability to understand how process es are implemented and can be optimized in the platform   Good knowledge of transversal automations capabilities enabling Operations (e.
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RPA, ServiceNow, PowerAutomate, …)   Good writing skill to create and update standard documents & procedures, approved by Quality   Proficient in Lean & p roblem solving methodologies, focus ing on continuous improvement & Business continuity / reliability   Knowledge of A gile methodologies, DevOps and SRE (Site Reliability Engineering)   D ata and analytics to deep dive on data to understand process execution and outcomes   G ood understanding & experience on Digital eco-system, especially on Operations   Soft Skills Curious, open-mindedness, think « out of the box »   A gile and continuous improvement mindset   Being mindful of stakeholders and a bility to adapt speech & deliverables to various audience (e.
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Technical, Process, Business, …)   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 Why choose us? Bring the miracles of science to life alongside a supportive, future-focused team.
Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.
Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.
Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave