Business System Owner Order Management – Senior Analyst

Our function at a glance

Our O2C team to handle the following activities:  

Master data Management  Sales orders Management  Requests and Disputes Management  Credit Risk and Credit Data Management   Collections and Customer Contact Management  Cash Application and Receivables Management   AR related Month-end Closing, Reporting and Non-trade Invoice Management  

These operations are critical for customers & patients products fulfillment, accurate accounting, generating cash flow, customer satisfaction.

In that context we are implementing Salesforce to support order to cash activities and more especifically 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 stand point, 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.
• An agent for change, 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 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 Global Process lead – Order management, Business system owner Order management leads activities related to solution documentation, evolution, 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 for all order management applications, particularly satellite solution around SAP S4/hana (Esker OCR, EDI, WebEDI, etc…)implementation with the objective to assure customer satisfaction and internal efficiencies in collaboration with hub K-users, Digital, Integrator, Global Process leads (GPLs), Global Process owner…
• He/she contributes to identify automation opportunity and support deployment
• She/he actively contributes to solution and users expertise sustainability by monitoring globally adoption, performance and providing trainings to K-users.

Roles & Responsibilities

Contributes to extend solution capabilities regarding to Order to Cash processes.

• Secures business requirements definition to bring detailed business specifications to Digital for build.
• Promotes benchmark and best practices and develop use of Order management global
•  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 Sales force implementation from business stand points

• 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

Main stakeholders

• Global Process owner, Global Process leads, Digital, Order to Cash Hub managers, Hub process managers, Team leads, K-users, Regional O2C heads, Local O2C team, Supply Chain Customer Fulfillment COE.

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 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)  

Technical  

• Hands-on experience of Salesforces Service Cloud(essential) & SAP in S4 Hana preferably
• Knowledge of Microsoft Office and expertise of MS Excel, 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 sanofi.com!

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 ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!