Senior Analyst

Location : Budapest, Hungary

Job type : Permanent, Full-time, Hybrid

Sanofi Business Operations is an internal Sanofi resource organization based in India and is setup to centralize processes and activities to support Specialty Care, Vaccines, General Medicines, CHC, CMO, and R&D, Data & Digital functions. Sanofi Business Operations strives to be a strategic and functional partner for tactical deliveries to Medical, HEVA, and Commercial organizations in Sanofi, globally.

The company is focused on accelerating development to deliver breakthrough medicines and vaccines to patients, delivering excellence though Diversity.

Sanofi operates in 90 countries with 91 000 employees worldwide, working in 59 manufacturing and 20 Research & Development (R&D) sites. In 2022 business net income was €10.3 Billion, delivered by 4 Global Business Units : Specialty care, Consumer Healthcare, Vaccines & General Medicines.

Sanofi covers major therapeutic areas, including immunology, cardiovascular, diabetes, oncology, rare diseases, etc.

This position is part of the Service Excellence, a transversal organization into Sanofi Business Operations. Service Excellence focus is to seamlessly connect Sanofi employees and third parties with the support teams and resolve their queries, driving customer centricity and user experience.

The Senior Analyst supports service lines in maintaining effective service management practices. This role works collaboratively with service teams to ensure consistent service delivery, process adherence, and continuous improvement leveraging data, insights and methodologies.

Key Responsibilities :

• Monitor service performance metrics and KPIs, generating regular reports and analyzing trends
• Collect and analyze customer feedback to identify improvement opportunities and service gaps
• Guide service lines in establishing effective service management practices and prioritizing improvements
• Ensure adherence to service quality standards through routine checks and reporting
• Develop training materials and deliver sessions on service management practices
• Participate in and support continuous improvement initiatives, documenting best practices
• Assist in implementing and validating process improvements and service enhancements

Experience and skills :

3+ years of experience in service management, customer support, or related fields

Experience working with service management tools and processes

Familiarity with service management frameworks

Experience in a global, cross-functional environment preferred

Experience in a business domain preferred

Strong communication skills with ability to explain processes clearly

Team-oriented with collaborative approach to problem-solving

Detail-oriented with good organizational skills

Customer-focused mindset

Adaptable to changing priorities and requirements

Advanced in data analytics and performance measurement

Advanced in service management systems and practices

Proficient in MS Office, particularly Excel and PowerPoint

Basic understanding of process improvement methodologies

Working knowledge of service management tools (ServiceNow preferred)

Basic understanding of data privacy and information governance

Education : Bachelor's degree

Languages : Fluent in English

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

Discover our , that serves as the moral compass that guides us when chasing the miracles of science to improve people’s lives. Please ensure to have read this document before applying.

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Pursue , discover

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 and check out our Diversity Equity and Inclusion actions at !