Specialist - User Support and Access

Job title: Specialist – User Support and Access

• Location: Bogotá

About the job

Sanofi is entering a new phase of its Play‑to‑Win strategy, supported by the strongest R&D pipeline in our history and a series of strategic transformations under DRIVE. As part of this evolution, the Go‑to‑Market Capabilities (GTMC) organization is being established globally to strengthen commercial capabilities, reduce silos, standardize tools and processes, and accelerate decision‑making across all markets.

Within GTMC, the Omnichannel pillar defines and deploys Sanofi‑wide best‑in‑class omnichannel engagement strategies, setting global standards and supporting execution at market level. Our Hubs play a central role in this transformation, driving operational excellence and ensuring consistent ways of working across the organization. As a Specialist – User Support and Access, you will contribute to shaping this transformation by supporting the Capabilities and Operations Hub team. You will ensure seamless business continuity, provide technical and access support for content management and dissemination platforms, and drive operational excellence across global Omnichannel initiatives, including content operations, GenAI implementation, and digital presence optimization.

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?

Main responsibilities:

• Provide technical support and training for users of content platforms such as Veeva PromoMats, DAM, OneCRM, SFMC, Magnolia CMS, Websites, and SharePoint.
• Manage user access, licenses, and permissions; troubleshoot issues and errors as they arise.
• Maintain shared workspaces, user guides, and training materials (iLearn).
• Validate training documents and certificates submitted by end users; liaise via email to resolve discrepancies.
• Manage shared mailboxes, respond to user questions, and maintain global super‑user networks.
• Support the Content Operations Hub and other Omnichannel hub teams in daily operations, ensuring delivery against timelines, KPIs, and milestones.
• Manage multiple projects across franchises and therapeutic areas.
• Support vendor relationships related to content platforms and ensure compliance with regulatory requirements.
• Maintain updated training matrices, documentation, and operational records.
• Prepare and execute User Acceptance Testing (UAT) scripts based on business requirements.
• Create user stories in GxP‑approved tools.
• Maintain GxP quality documentation and ensure compliance with internal and regulatory standards.
• Participate in discussions with business process owners to identify opportunities for process improvement and efficiency.
• Collaborate closely with digital teams to implement releases following agile methodologies.
• Support automation and integration of content validation processes using AI‑enabled platforms.
• Contribute to the Content Powerhouse for support, access, and training on content management tools.
• Share best practices across teams and users globally.
• Work closely with GTMC/Omnichannel pillars (Global, Local, Hub) to understand access and training needs.
• Engage with worldwide users to understand challenges and propose solutions.
• Partner with cross‑functional GTMC teams to support digital transformation initiatives.
• Assist project teams in methods, processes, communications, and documentation improvements.
• Support the development of tools, technology, and processes that enhance quality, compliance, and productivity.
• Recommend and implement tactical improvements across operations.
• Build process and technical expertise within the team.

About you

• Experience: 3-5 years in content creation, operational excellence, or Omnichannel activities in the pharmaceutical/healthcare industry. 1–2 years working with content management platforms (Veeva PromoMats/DAM/OneCRM/SFMC/Magnolia CMS/SharePoint/other digital platforms) preferred.
• Soft & Hard skills: Strong stakeholder management, excellent written and oral communication skills, strong organizational and time‑management skills, ability to work independently and within cross‑functional global teams,   Project management support. Experience in Omnichannel operations, pharma processes, content validation/upload/publishing, strong MS Office skills (Excel, PowerPoint, Word), plus experience with tools like JIRA, Confluence, ServiceNow, familiarity with GDPR and relevant data security regulations, understanding of security frameworks for user access management, strong troubleshooting skills for platform performance and integration issues.
• Education: Bachelor’s degree in engineering, information technology, computer science or related fields.
• Languages: English level C1.

Why choose us?

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.
• You’ll be part of leading the first experiences a job seeker has with Sanofi and ensuring it is best-in-class and driving conversions. 
• You’ll be part of a truly diverse cross-cultural team and can have real business impact. 
• Flexible working policies, including up to 50% remote work. 
• Private medical care, life and health insurance, and gender-neutral paid parental leave 
• Colombia is one of Sanofi’s key locations for new talents, having a big footprint with the Bogota HUB and its best-in-class operation. 
• Mexico and Argentina Play an instrumental part in creating best practice and innovation within our 3 vaccines production plants. 

PursueProgress. Discover Extraordinary. 

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. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together. 

At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity

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