Operations Specialist - ESM

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About the role

Operations Specialist - ESM   Location: [Hyderabad, India]     About the Job   The 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 . As 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.   About Sanofi   We'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.   Main Responsibilities   ESM Subject Matter Expertise • Serve 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) • Act as the guardian and steward of the Medical services ESM model, ensuring its integrity and optimal performance • Provide expert guidance on system, enhancements and best practices to all functions in BO Medical   Data Administration & Business System Ownership   • Manage configuration BAU changes (e.g. managing assignment group, deliverables, standard roles etc.) • Ensure data integrity across all ESM Medical Services modules and interfaces in collaboration with the BO Digital Team • Execute testing for system updates, patches, and enhancements in coordination with BO Service Excellence team   Universal Request Management (L1 Support) • Own and resolve Universal Requests (UR) submitted through the ServiceNow "Get Help" feature • Provide first-level process subject matter support to end-users, ensuring rapid issue resolution • Maintain comprehensive documentation of support activities and resolution procedures • Collaborate with CSM module teams to ensure proper routing of business requests outside UR scope   Knowledge Base Article (KB) Contributor • Support the update and improvement of Knowledge Base Articles based on L1 support insights • Leverage frontline visibility on user queries and recurring issues to identify content gaps and improvement opportunities • Propose updates, clarifications, and new article suggestions to enhance self-service capabilities • Collaborate with Service Owners who retain full accountability for KBA content accuracy and approval • Contribute to reducing ticket volume by ensuring knowledge articles address common user pain points • Document emerging trends and frequently asked questions to inform knowledge management strategy   About You   Experience: • 3-5 years of experience working in an ESM (ServiceNow preferred) • Proficient in ServiceNow ESM modules, including backend configuration and data management will be an added advantage • Understanding of ESM frameworks and best practices • Experience with data analysis, reporting • Familiarity with change manag

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