Job title: Specialist - Learning

• Location: Hyderabad

About the job

Sanofi is a global life sciences company committed to improving access to healthcare and supporting the people we serve throughout the continuum of care. From prevention to treatment, Sanofi transforms scientific innovation into healthcare solutions, in human vaccines, rare diseases, multiple sclerosis, oncology, immunology, infectious diseases, diabetes and cardiovascular solutions. As a company with a global vision of drug development and a highly regarded corporate culture, Sanofi is recognized as one of the best pharmaceutical companies in the world and is pioneering the application of Artificial Intelligence (AI) with strong commitment to develop advanced data standards to increase reusability & interoperability and thus accelerate impact on global health.

Global Learning Services within People Services is responsible for managing and supporting Sanofi’s e-learning solutions and maintaining processes for day-to-day operation. The GLS support team works closely with learning strategy decision-makers and administrators to organize, manage, and report on global compliance learning for Sanofi employees and their partners. The Learning Support team provides global support of all e-learning applications for both internal and external Sanofi employees. The Sanofi global user population consists of over 100,000 users across all Functions and Sites. Learner Support acts as the subject matter expert team that advises employees on their learning journey and troubleshoots issues related to these applications. Closely collaborates with multiple stakeholders and support teams globally in order to provide a clear resolution to incidents.

Main responsibilities:

• Manage and resolve queries from employees about Sanofi e-learning applications using the procedures provided and articles in the knowledge base. Conduct in-depth investigations on user cases and articulate the findings in a concise manner

• Work in the case management tool to report each case and progress on the resolution (ServiceNow). Provide customer service to end-users and e-learning admins in writing. Support the creation and maintenance of knowledge articles based on the process content provided

• Survey user satisfaction with the LMS application and its user support. Records and analyzes information in order to contribute to service improvement. Effectively handle incoming tickets from employees regarding e-learning applications. Effectively operate in all supporting technology applications required of the role. Analyze and resolve common and rare inquiries using step-by-step instructions and/or subject matter expert knowledge

• Meet the desired incident management KPIs. Deliver high-quality standard service to internal employees. Continuously seek out ways to improve user satisfaction. Demonstrate knowledge of Global Learning Services processes and procedures provided. Support the incident management process by contributing to knowledge articles based on the content provided in English and Local language. Identify process improvement opportunities through elimination of redundant activities

• Prepare reporting on KPI’s and other metrics. Crosstrain support teams and new-joiners for Learning processes. Mitigate major issue resolution plan with all affected Learning groups. Proactively participation in upcoming Transitions, process changes. Actively looking for ways of Process Improvement.

About you:

• Experience: 3 years of professional experience is a requirement Technical. A bachelor’s degree is a requirement.

• Soft skills: Ability to interact with internal and external clients in a professional manner. Team player, able to collaborate transversally with SBS and Digital teams. Able to understand and manage cases end-to-end. Proactive and problem-solving mindset. Attentive to customer needs and feedback.

• Team player, able to collaborate transversally with SBS and Digital teams. Able to understand and manage cases end-to-end. Proactive and problem-solving mindset. Attentive to customer needs and feedback.

• Technical skills: MS Office knowledge. Experience in incident management tools. ServiceNow expertise is an advantage. LMS experience is preferred. Strong customer service focus. Customer service experience. Good communication skills (both verbal and written). E-learning application knowledge is an advantage. MS Office knowledge Experience in incident management tools. ServiceNow expertise is an advantage LMS experience is preferred Interpersonal. Ability to interact with internal and external clients in a professional manner

• 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.

• Opportunity to work in an international environment, collaborating with diverse business teams and vendors, working in a dynamic team, and fully empowered to propose and implement innovative ideas.

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