Business system owner Salesforce Service cloud – Senior Analyst

Full time Full day
Job Title: Business system owner Salesforce Service cloud – Senior Analyst

Location: Hyderabad

Why join our team?

Our Order to Cash (O2C) team aims for excellence, equipping Sanofi with a robust core model, seconded with best-of-breed digital solutions embedding artificial intelligence and machine learning functionalities

Our international presence and our ambition to become a global reference player for all order to cash-related processes mean that our team works on a variety of projects with opportunities for a rich mix of work. This leads to a challenging and stimulating professional experience full of growth and learning

We offer a diverse and dynamic environment that’s growing at pace. Over the past two years, Sanofi Business Services has doubled in size and increased its scope. Now Business Operations, a newly created global function embeds now Sanofi Business services providing opportunities for learning, growing, job moves, and a diversified, fulfilling career

Our function at a glance:

Our O2C team to handle the following activities:

1. Master data Management

2. Sales orders Management

3. Requests and Disputes Management

4. Credit Risk and Credit Data Management

5. Collections and Customer Contact Management

6. Cash Application and Receivables Management

7. AR related Month-end Closing, Reporting, and Non-trade Invoice Management

These operations are critical for customers' & patients' product fulfillment, accurate accounting, generating cash flow, and customer satisfaction

In that context, we are implementing Salesforce to support order to cash activities and more specifically Requests and disputes

Connect with us if you are…

  • An expert in global processes related to claims and disputes and/or in salesforce solutions from a business standpoint, looking to share your knowledge.

  • A professional who thrives in an international environment, where you can develop your talent and realize ideas and innovations within a dynamic team of experts.

  • A change agent, looking to develop new ways of working and driving company performance through continuous improvement that increases the company’s working capital.

  • A person eager to be part of our transformation to make Sanofi the best in class, while contributing to the company’s results so they can be reinvested to support our purpose: We chase the miracles of science to improve people’s lives.

Job Purpose

Reporting to the Business system owner (BSO) Salesforce Service cloud manager enhances existing Salesforce service cloud core model enhancements, prepares and drives a given deployment performing expected business activities and ensures solution sustainability

  • She/he investigates & promotes solution capabilities to bring the highest value possible to order to cash activities.

  • She/he leads business activities in a given Salesforce implementation with the objective to assure customer satisfaction and internal efficiencies in collaboration with hub K-users, Digital, Integrator, Global Process leads (GPLs), GPO…

  • She/he actively contributes to solution and users expertise sustainability by monitoring globally adoption, performance and providing trainings to K-users.

This role requires a strong understanding of Order to Cash activities, passionated by customer satisfaction, and a problem-resolution mindset supported by a deep knowledge of Sales force service cloud and project management

Roles & Responsibilities

Contributes to extending solution capabilities regarding Order-to-cash processes

  • Assess current & future capability requirements and contributes to a long-term plan with aligned priorities in partnership with the GPLs

  • Secures business requirements definition to bring detailed business specifications to Digital and integrator for build.

  • Promotes benchmark and best practices and develop use of Salesforce solution with the perspective to deliver productivity, process efficiency and automation

  • Understands Salesforce service cloud trends and its practical application of existing, new, and emerging functionalities to enable and improve business operating models.

Leads Salesforce implementation from business standpoints

  • Under the supervision of the BSO and in close collaboration with GPLs, prepares vision implementation

  • Coordinates & supports business requirements completion, contributes to the prioritization according to business value

  • Prepares Hub & Country resources on-boarding to participate to the business workshops

  • Leads in partnership with the integrator gaps identification & prioritization, assists on the Backlog Management, user stories detailed review & validation

  • Supports the development team by clarifying the requirements, answering questions, provides additional context / information when needed liaising with the global process leads.

Supports on Testing & Hypercare

  • Drives UAT preparation (test cases preparation, Key Users training, UAT session planification) & execution (organize K-users activities, identify & create defects with Key Users)

  • Communicates the weekly SIT & UAT test report to the external stakeholders

  • Set-up the telephony forwarding alignment for testing

  • Supports on incidents qualifications (Level 0) during hypercare

Contributes to change & Communication

  • Engages with the stakeholders (Hub & Countries ambassadors, end users ..) to understand their needs & gather feedbacks

  • Evaluates & documents change impact, liaise with Change ambassadors and change management lead to follow change plan execution.

  • Manages & coordinates communication regarding Cutover with involved teams

  • Ensures clear communication between all relevant teams

  • Communicates to Key-users, and relevant stakeholders (daily status, weekly reports…)

  • Guarantees Go-Live check-list (pre-Go-Live meeting with Key Users, access to production, announcement)

Contributes expertise sustainability, continuous improvement deployment for internal efficiency and customer experience

  • Consolidates feed-back from Key-users (Hubs, local O2C), GPLs teams… regarding potential improvement of the solution/ processes and analyzes priorities/values expected

  • Liaises with GPLs and relevant stakeholders to refine and validate requirements before organizing activities with Digital.

  • Based on agreed KPIs monitors solutions/process efficiency to detect pro-actively potential issues and improvement opportunities (internal teams &/or customers)

  • Supports data foundation built and Kpis enhancement for Sales force data.

  • Maintains and creates training documentation and performs potential additional trainings.

  • Prepares pro-active communication to stakeholders about the features delivery

About you

Functional Skills

  • At least 4 years experience in Salesforce service cloud (essential) preferably in Pharma

  • Contribution to a global project deployment or used to work in a global delivery team.

  • Strong understanding of order-to-cash overall processes

  • Good business acumen (advantageous)

  • Experience in call centers CTI/IVR set-up (advantageous)

  • Strong problem-solving, deductive, and analytical skills (advantageous)


  • Hands-on experience in Salesforces Service Cloud(essential) & SAP in S4 Hana preferably

  • Knowledge of Microsoft Office and expertise in MS Excel, and PowerPoint (essential)

Pursue progress, discover extraordinary

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, disability, or gender identity

Watch our

ALL IN video
and check out our Diversity Equity and Inclusion actions at

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.

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