Operations Expert
hace 2 semanas
Coders Connect are partnering with
Sanofi.
About Sanofi CHC
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 centred around people's interests - our consumers, our customers, health care 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.
The Team
As part of CHC's Digital Technology organization, we are recruiting an Operations expert.
You will be the main point of contact between the digital units and the provider(s) for the following processes: Incident Management (Service Desk, L1, L2, L3), Problem Management, Change Management, Configuration Management (CMDB), Application Portfolio Management (APM), Service Level Management and Knowledge Management.
Main responsibilities
In this role, you will be driving the following aspects
- Ensure full continuity of the support, end to end
- Manage escalations for critical incidents involving critical apps (priority 1)
- Ensure data entry and reliability in CMDB currently in ServiceNow and report on it
- Ensure data entry and reliability in APM currently in ServiceNow and report on it
- Report monthly on support effectiveness through approved KPIs (# of incidents, Time To Resolve, Customer Satisfaction Surveys, adherence to SLAs) and have a focus on Digital units
- Establish partnership (reporting, control SLA, change management) with our Managed Services providers (Service Desk, Onsite support, Infrastructure Managed Services, or other factories)
- Establish partnership with key Digital Units' stakeholders (Industrial, Science, Corporate Functions, Commercial) to ensure full understanding of their concerns
As a very first assignment, you will join our current Digital Autonomy project with the opportunity to shape your own future by contributing to the setup of our future operating model for Operations.
Based on your Operations expertise, you will work on stabilizing the current CHC Operations by reviewing and improving the on-going/recurring incidents and start populating a clean CHC data in our referential.
ABOUT YOU Experience:
Solid knowledge & multi-year experience of Operations services (e.g., IMS, AMS, Service Desk, ITIL stack)
Soft skills:
Curious, open-mindedness, think « out of the box », ability to talk to Business and adapt "tech" language to this audience Technical skills: Expertise in ITIL v4 framework (incl. support model, service management, CMDB, APM), good understanding & experience on Infrastructure & Applications/platforms technologies Education: Graduate in
Digital Technologies Languages:
Fluent in English
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