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Correlation Ventures

SAP Solution Delivery - Customer Service Expert



Customer Service
Barcelona, Spain
Posted on Saturday, September 16, 2023


Sanofi is globally deploying its new back-office cross-functional system processes - covering Finance, SBS, Supply Chain and Trade across all GBUs - through the implementation of a Global ERP (iSHIFT project) using SAP S4/HANA technology. This Transformation program aims at:

  • Enabling Global Business Units (GBU) & Global Functions with Analytics
  • Common analytics by GBU and for Global functions to improve performance and cost management
  • Transversal data consolidation as well as more granular analyses.
  • Common budget tools by GBU
  • Facilitating a seamless integration of planning and actual data setting-up automation in reporting to enable Global Shared Services (SBS)
  • Support SBS strategy by implementing an end-to-end approach (e.g. P2P fully covered by integrated Group solutions from eBuy to AP Invoicing, T&E, etc.)
  • Opportunity to consolidate new activities in Shared Services (e.g. Master Data Management, Credit Management) and to develop global Shared Services organization models (e.g. T&E)
  • Support reporting factories
  • Simplifying processes and Sanofi users’ experience
  • State-of-the-art global systems ensuring an end-to-end process integration while providing a simplified user’s experience
  • Major changes to reporting or processes handled centrally at once
  • One source of truth on master data and a common automated internal control framework
  • Improved integration or divestment capabilities through a standardized methodology


As Domain Expert you will be responsible for the design and the deployment of a single technical solution covering Domain’s standardized processes in a single SAP solution for all businesses on all geographies.

You will bring your expertise of business processes and SAP solutions, best practices and possible improvements.

You will organize and deliver, for your scope of responsibility within Domain, solution design and all project deliverables under Solution Delivery responsibility (SAP solutions design, implementation in the systems, all related documentation), for the Projects you are assigned to.


In the context of the iShift Program, the main duties of the Customer Service Solutions Delivery Expert are:


  • Contribute to Scoping studies
  • Provide workload estimations for new scope to be deployed for Sales and Distribution, or new functionalities to be implemented as part of Continuous Improvement

Design of the Solution

  • Lead together with the Business Enablement team the Global Design or Fit-Gap workshops to design the solution based on industry best practices, GBU & Global Support Functions business needs
  • Define and drive the implementation of the Customer Service global template and ensure its continued governance and evolution
  • Propose adequate SAP solutions minimizing gaps with the standard functionalities by challenging business requirements and specify for customizing and development the agreed solutions
  • Perform impact analysis for application changes for S4 Hana and satellites applications (eg: Sales Force Automation tools, Ecommerce platforms).
  • Contribute to the design of transversal streams
  • Master data management and migration strategy
  • Analytics
  • Authorizations
  • Process controls
  • Other Solution delivery Domain for integration topics
  • Collect and consolidate all information on Customer Service required for Infrastructure and application landscape definition. Ensure Customer Service solutions are aligned to enterprise architecture standards and principles
  • Deliver all design deliverables defined by the program and under Solution Delivery responsibility (e.g. Solution Documents, Functional specifications,etc.)
  • Develop him/herself on the new capabilities provided by SAP S4HANA on his/her perimeter; contribute to continuous improvement of the solution with Proof-Of-Concepts

Development and testing

  • Organize, complete, unit-test and document the configuration of the system.
  • Contribute with the development team to the specific developments (functional specifications update & inputs for unit test)
  • Ensure quality of developments / Contribute to audits & quality KPI follow up. Identify S4 HANA product and/or specific project issues and work with project partner to resolve them
  • Organize, document and execute integration and system tests
  • Contribute to user acceptance tests and finalize the solution (address identified defects)
  • Proper use of the documentation and testing tools as defined by iShift Program
  • Complete all deliverables defined by the program and under Solution Delivery responsibility (e.g. test protocols, test reports etc.)

Migration and Go-Live

  • Contribute to migration activities related to the Customer Service stream.
  • Document and execute cut-over activities related to the Customer Service stream
  • Update training documents & contribute to trainings on Customer Service Solutions
  • Ensure go-live support and Hypercare activities
  • Handover to AMS: Lead the project transition to AMS for Customer Service (including knowledge transfer sessions and handover of ongoing incidents)


  • Contribute to AMS activities: provide functional expertise for complex topics and challenge / validate solution evolutions proposed by AMS team
  • Liaise with support partner to resolve any SAP functional / technical issues

Cross- project activities

  • Be the Referent Expert for specific topics within Sales and Distribution: Provide ad-hoc support to projects during Design phase and validate evolutions
  • Maintain all reference documentation up to date
  • Contribute to continuous improvement by keeping informed on new functionalities available for Trade & Sales contributing to Proof of Concepts / Prototypes
  • Learn and gain expertise on new and current S4 HANA products and solution offerings



  • University degree in economics, engineering, computer science or comparable


  • 8+ years of SAP Experience
  • At least 4 full lifecycle SAP implementations (all phases)
  • Experience of 5+ years designing and configuring in the following SAP domains: Pricing, Order Management, Outbound processing, Billing
  • Demonstrated experience in some of the following SAP processes:
    • Order Taking including integration with SFA systems.
    • Sales EDI Flows
    • Order Management (standard orders, rush orders, Free-of-charge, etc.)
    • Order fulfillment (Availability check, Backorders, Rescheduling, Text Determination, Incompletion checks etc.)
    • Pricing, Condition Contracts
    • Outbound Deliveries (Transportation routes, batch determination, Picking and Packing, Integration with Third-Party Logistics, Dispatch Advice ASN, Proforma Invoice)
    • Customer Returns
    • Billing (Collective invoice, invoice split, invoice form, EDI invoice)
  • Experience and good knowledge in the analysis and design of Customer Service business processes, ideally within the pharmaceutical or similar industries
  • Knowledge of other SAP functional domains as advantage
  • Experience with Master Data, IDocs/BAPIs, interfacing SAP with Legacy applications
  • Proven experience working in major IT consulting firms as stream lead or functional expert
  • International SAP projects experience
  • At ease with Microsoft Office tools, and in general with IS tools


  • Team player, solutions-oriented, social skills and strong ability to work in a team
  • Dynamic, results driven
  • Analytical and synthetic, able to formalize solutions, good writing skills; Ability to analyze and problem solve user issues related to system design, process flows and SAP configuration, with consideration for other system impacts and implications
  • Intellectual curiosity, willingness to expand her/his functional SAP scope.
  • SAP technical skills. Fair understanding of core SAP technical topics (Debugging, Fiori UX, Batch jobs etc.)
  • Active listener, able to challenge requirements
  • Strong oral and written communication skills
  • Fluent in English, any other language is a plus
  • Able to convince
  • Rigorous, autonomous
  • Accountability and Reliability
  • Knowledge of Agile Project methodologies is a plus


Main Interfaces/Relationships:

  • Internal: other iShift teams, Business (Finance/SBS, Inter-Company, Supply chain, Data), Digital partners and contributors (Application teams, Tech / Basis teams, factories), AMS
  • External: Implementation partner team, other partners, SAP

Pursue Progress. Discover Extraordinary.


At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.