Job title Service Expert ITSM

About the job

We are an innovative global healthcare company with one purpose to chase the miracles of science to improve people’s lives. We’re also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible. Ready to get started?

The Digital Knowledge Management Global Process Owner is accountable for

What you will be doing

Accountable for the implementation, continuous improvement, and refinement of the Knowledge Management practice within the Digital organization.

Drive Knowledge Management adoption and management of Digital Knowledge articles.

Utilize ServiceNow to manage the Knowledge Management practice

identify and drive adoption of automation including GenAI to improve the Knowledge management process.

Manage service continuous improvement cycles in collaboration with the Product / Service Owners and managed services teams

Collaborate with Knowledge Management subject matter experts in non-Digital business units to maintain a consistent global practice.

Define/oversee Key Performance Indicators (KPIs) to ensure Operations / Service Level Agreement (OLA/ SLA) meet business objectives.

Provide vision and roadmap for strategic global process evolution of Knowledge Management.

Maintain Knowledge Management documentation, procedures and training materials.

Maintain regulatory compliance based on Digital control

Minimum Education Qualification

Bachelor’s Degree (B.A.) or equivalent in Information Technology or Engineering

ITL v3 or v4 certificate (not required but beneficial)

About you

Work Experience Qualification:

Min. 5 years of relevant IT experience with ITIL practices specifically Knowledge Management

Fluent English (Written and Spoken)

Proven experience with ServiceNow including report and dashboard creation / management

Experience with JIRA for creating epics, stories and testing.

Experience with creating demands, user requirements / stories and user acceptance testing

Knowledge of Agile principles

Knowledge of FDA regulations related to computerized systems  

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.

Opportunity to work in an international environment, collaborating with diverse business teams and vendors, working in a dynamic team, and fully empowered to propose and implement innovative ideas. 

Pursue progress, discover extraordinary

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!