{"id":2074637,"url":"https://alion.io/job/sanofi-operations-specialist-esm","title":"Operations Specialist - ESM","company":{"id":146,"name":"Sanofi","domain":"sanofi.com","url":"https://alion.io/company/sanofi","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":96,"open_postings":118,"ghost_share":0,"stale_share":0.331,"repost_share":0.042,"time_to_fill_p50_days":14,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Operations","role_family":"Operations","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9500,"max_usd":20000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":9},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-08T08:32:29Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-21T12:39:23Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"Operations Specialist - ESM\nLocation: [Hyderabad, India]\nAbout the Job\nThe Operations Specialist - ESM plays a critical role in supporting the operational excellence of Enterprise Service Management (ESM) processes following the strategic ESM rollout for Medical Services. This position serves as the vital bridge between Global Business Units (GBUs) , Medical Services, and Service Excellence team within Business operations, ensuring seamless integration and operational control.\nAs the primary point of contact (Medical services internal), this role is instrumental in maintaining the integrity of ESM Medical Service’s core operational model while providing essential technical support and data administration services. The specialist will be responsible for ensuring the ESM platform operates efficiently, enabling Medical Services to maintain full operational control and deliver exceptional service to internal stakeholders.\nAbout Sanofi\nWe'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.\nMain Responsibilities\nESM Subject Matter Expertise\nServe as the primary Single Point of Contact (SPOC) for all ESM related activities (Data management in ESM, User guides, Enabling / disabling access, Group management, KB articles etc.) within BO Medical (inc. system enhancements - identifying opportunities for enhancement of the system to ensure it serves the purpose of Medical services - tracking, reporting)\nAct as the guardian and steward of the Medical services ESM model, ensuring its integrity and optimal performance\nProvide expert guidance on system, enhancements and best practices to all functions in BO Medical\nData Administration & Business System Ownership\nManage configuration BAU changes (e.g. managing assignment group, deliverables, standard roles etc.)\nEnsure data integrity across all ESM Medical Services modules and interfaces in collaboration with the BO Digital Team\nExecute testing for system updates, patches, and enhancements in coordination with BO Service Excellence team\nUniversal Request Management (L1 Support)\nOwn and resolve Universal Requests (UR) submitted through the ServiceNow \"Get Help\" feature\nProvide first-level process subject matter support to end-users, ensuring rapid issue resolution\nMaintain comprehensive documentation of support activities and resolution procedures\nCollaborate with CSM module teams to ensure proper routing of business requests outside UR scope\nKnowledge Base Article (KB) Contributor\nSupport the update and improvement of Knowledge Base Articles based on L1 support insights\nLeverage frontline visibility on user queries and recurring issues to identify content gaps and improvement opportunities\nPropose updates, clarifications, and new article suggestions to enhance self-service capabilities\nCollaborate with Service Owners who retain full accountability for KBA content accuracy and approval\nContribute to reducing ticket volume by ensuring knowledge articles address common user pain points\nDocument emerging trends and frequently asked questions to inform knowledge management strategy\nAbout You\nExperience:\n3-5 years of experience working in an ESM (ServiceNow preferred)\nProficient in ServiceNow ESM modules, including backend configuration and data management will be an added advantage\nUnderstanding of ESM frameworks and best practices\nExperience with data analysis, reporting\nFamiliarity with change management and incident resolution processes\nSoft and Technical Skills:\nExcellent communication and interpersonal skills with ability to work across diverse teams\nStrong analytical and problem-solving capabilities\nCustomer service orientation with focus on user experience\nAbility to work independently and manage multiple priorities effectively\nDemonstratable learning agility\nKey Competencies:\nOperational Excellence: Commitment to maintaining high standards of service delivery and continuous improvement\nCross-functional Collaboration: Ability to work effectively with GBUs, Medical Services teams, and various stakeholders\nTechnical Acumen: Strong technical skills combined with business process understanding\nCustomer Focus: Dedication to providing internal customer service and support\nAdaptability: Flexibility to adapt to changing business needs and technological advancements\nAttention to Detail: Precision in data management and system configuration activities\nKnowledge Sharing: Commitment to documenting insights and contributing to organizational learning\nEducation:\nBachelor’s degree\nLanguages:\n[English - Excellent]\nWhy Choose Us?\nPursue Progress. Discover Extraordinary.\nJoin Sanofi and step into a new era of science - where your growth can be just as transformative as the work we do. We invest in you to reach further, think faster, and do what's never-been-done-before. You'll help push boundaries, challenge convention, and build smarter solutions that reach the communities we serve.\nMake your work count by supporting a company that brings life-changing treatments to millions\nDrive innovation with cutting-edge technology, AI, and digital platforms\nGrow your career through stretch roles, cross-functional moves, and international opportunities\nThrive in inclusive, high-performing teams where every voice matters\nEnjoy outstanding benefits, including flexible working options, comprehensive healthcare, and well-being programs\nReady to chase the miracles of science and improve people's lives? Let's Pursue Progress and Discover Extraordinary - together.\nOur Commitment to Diversity\nAt Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status or other characteristics protected by law\nPursue progress, discover extraordinary\nBetter 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.\nAt 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.\nWatch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!","description_format":"text","description_chars":6697,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible schedule"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Electronic Warfare","Artificial Intelligence","Biotechnology","Vaccines"],"lifecycle":[{"event":"open","at":"2026-10-08T08:32:29Z"}],"visa":[],"liveness":{"score":50,"band":"ok","label":"Likely open","p_open":0.9,"p_active":0.734,"p_room":0.75,"age_days":12,"expected_fill_days":14,"reasons":["conf:61","velocity","win:late","comp:brand"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/sanofi-operations-specialist-esm","json_url":"https://alion.io/job/sanofi-operations-specialist-esm.json","meta":{"generated_at":"2026-10-21T15:34:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22190,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":146},"rest":"https://alion.io/mcp/rest/get_company?id=146"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsanofi-operations-specialist-esm"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsanofi-operations-specialist-esm"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsanofi-operations-specialist-esm"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sanofi-operations-specialist-esm\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsanofi-operations-specialist-esm"}]}