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ITSM Expert

巴塞罗那, 西班牙 Permanent 发布日期 Sep. 09, 2024
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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.g. 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 Expert, part of CHC Digital “Operations Enablement”team, you will support CHC Digital team on ITSM processes managed by Operations (i.e. 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 processesin scope (e.g. automation, lean approach, ServiceNow configuration…)

  • Own ITSM “product” in ServiceNow platform (i.e. Process implementation & configuration in ServiceNow), being overall 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, develop 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 RCA

  • Own Application Portfolio Management (APM) process, 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, define 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.g.top 5 incident-prone applications)

  • Develop and maintain reports & dashboards to show data quality, KPIs and SLA performance (i.e. “Ops dashboards”)

  • Ensure monitoring efficiency (i.e.are the right things monitored with actionable events?)and take actions to ensure most appropriatesetup (e.g. new project requirements)

  • Develop and implement global performance and processes health KPIs

  • Provide Ops FinOps (e.g.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 demonstrated5-10 years experience in driving IT Service Management processes in an organization, preferably in Consumer Goods industry or Healthcare

  • Solid knowledge & multi-year experience of Operations processes (e.g. IMS, AMS, Service Desk, ITIL & ITSM“stack”, …)

Technical skills:

  • Expertise in ITIL v4 framework (incl. support model, service management, CMDB, APM, …)

  • Process expertise, with Lean expertise & experience

  • Good knowledge of ServiceNow, without being a developer, but with ability to understand how processes are implemented and can be optimized in the platform

  • Good knowledge of transversal automations capabilities enabling Operations (e.g. RPA, ServiceNow, PowerAutomate, …)

  • Good writing skill to create and update standard documents & procedures, approved by Quality

  • Proficientin Lean & problem solving methodologies, focusing on continuous improvement & Business continuity / reliability

  • Knowledge of Agile methodologies, DevOps and SRE (Site Reliability Engineering)

  • Data and analytics to deep dive on data to understand process execution and outcomes

  • Good understanding & experience on Digital eco-system, especially on Operations

Soft Skills

  • Curious, open-mindedness, think « out of the box »

  • Agile and continuous improvement mindset

  • Being mindful of stakeholders and ability to adapt speech & deliverables to various audience (e.g. 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

追寻 发展。探索 菲凡。

进步需要我们每个人的参与——不论其背景、地域、或职业，我们都有一个共同的愿望：创造奇迹。你也可以成为其中的一员。我们不断追求变革，拥抱新思想，探索我们所能提供的一切机会。让我们一起追求进步。共同发现非凡。

在赛诺菲，不分种族、肤色、血统、宗教、性别、国籍、性取向、年龄、公民身份、婚姻状况、残疾或性别认同，我们为所有人提供平等的机会。

观看 “在赛诺菲的一天” ，并在官网 (sanofi.com) 上查看赛诺菲的多元化、公平与包容倡议！

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我们的产品设计师负责帮助人们提高免疫力，物流专家负责将药物送到需要的人手中，而数据分析师则借助先进的技术改善人们的生活。在医疗健康领域，每一次进步都离不开所有人的努力。您可以自由选择自己的职业发展道路。Gig零工项目将帮助您尝试更多岗位，个性化指导将为您挖掘自己从未被发现的优势。加入我们，开启菲凡的职业发展之路。您到底可以走多远？让我们拭目以待！

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