Sanofi Group ITS Solution Manager in Waltham, Massachusetts


The Business Solution Manager is a member of the ITS R&D team, responsible for providing global/regional leadership in the support of electronic lab notebooks (IDBS e-workbook, for example) and screening tools (ActivityBase) that are utilized by biologists in Research & Early Development. These electronic lab notebooks have been or will be deployed for the purpose of automating existing workflows, and/or replacing paper-based lab notebooks.

This role is expected to coordinate global/regional activities, leverage services, external relationships and/or out-sourcing management, to optimize the way the solutions are utilized. Under his/her leadership at a global level, or as a member of a global, multi-cultural team of support specialists, this position will also ensure alignment with the global strategy of the solutions, while ensuring business continuity locally.

The electronic lab notebooks as well as the screening tools are solutions that are essential to the day-to-day operations within the units and scientific platforms. The lack of support for such systems will negatively impact business continuity and can delay the registration of scientific data and the timely delivery of assay results that are critical for the support of the scientific project teams.


As the Business Solution Manager for the electronic lab notebook and ActivityBase, this role is accountable for

  • 3rdlevel support of the business workflows, and includes the resolution of issues/incidents for specific solutions.

  • Coordination with both external suppliers and and/or internal resources to implement change controls to ensure upgrades, bug fixes, enhanced functionality, etc.

  • Unplanned outages are always escalated immediately and demand immediate attention.

  • He/She manages close operational support of (to include training, mentoring, coaching and consulting to) scientific users and prospective scientific users of the specific applications.

  • Establishes and maintains key performance indicators (KPIs) that highlight the business value and operational usage/performance of the supported applications, and regularly report performance against these KPIs to stakeholders, project teams and key users.

  • Works closely with ITS Infrastructure Services to ensure efficient support, monitoring and evolution of the specific supported applications.

  • Assumes a business analyst role for ITS-related projects that impact the use of electronic lab notebooks and ActivityBase in the region, which includes R&D Pharma and Vaccines.

Major Duties & Responsibilities:

Business and vendors partnership, build a vision and communication at all levels

  • Builds a partnership with users of his/her solution-domain to help in formalizing new business needs and prioritization.

  • Participates as needed in vendor user group meetings to monitor the progress of bug resolution and application functional enhancements. Provide roadmap / innovation of the components/application/platform, contribute to preparing the ITS strategy and to anticipating evolutions.

  • Contributes to decision management process regarding his/her solution-domain, to proposing business process improvements, and to adopting new solutions deployed.

  • Communicates on usage indicators, availability, users satisfaction, change controls execution.

Support, Maintenance, Optimization - Maximize the benefit of the platform

  • Coordinates activities of the global support team, taking decisions regarding his/her solution/domain, leveraging services ensuring SLA, or managing external provider relationship.

  • Promotes and markets the application / platform to the business, optimizing application usage, training users, explaining functionalities and promoting application optimal usage.

  • Provides input to determining if modification requests should be treated as a change control or a project and proposes new project to appropriate manager for large change implementation.

  • Provides functional and technical expertise to application maintenance, evaluating modification requests, managing change control implementation, testing and validating solution updates.

Design, Build, Deployment

  • Provides functional and technical expertise to solution design, ensuring users’ needs understanding, proposing business process improvements or evolutions, animating users’ needs collection, participating to functional specifications and workload evaluations.

  • Provides functional and technical expertise to solution implementation, being involved on functional configuration, ensuring functionalities test plan coverage, testing and qualifying solution.

  • Supports solution deployment, organizing data migration, contributing to user trainings, assisting users in change process, ensuring proper solution retirement if needed.

Lead functional team (day to day activities)

  • Communicates to the relevant actors concerning work in progress and coming developments in the field

  • Coordinates, informs and leads the global support team

  • Anticipates skills requirements for the maintenance and improvement of the functioning of the field

  • Evaluates his/her colleagues' skills levels and support them in their development

  • Ensures that the team has all the resources required to fulfill its tasks

  • Facilitates the transfer of know-how, experience and best practice within the team

Decision Making Authority:

Defines and Implement global support/lifecycle management strategy in collaboration with the Global Domain Leader, if applicable.

Directs team to implement strategy and to address support issues.

Major Challenges/Problems:

Maintains high level of responsiveness to system issues.

Global coordination across ITS entities (esp. Infrastructure, R&D ITS Service Center) and external service providers (e.g. Cognizant for Level 2 support, Zifo for Level 3 support) to ensure responsiveness.

Key Internal/External Relationships:

Routinely works with scientific customers, as well as other internal and external stakeholders from a variety of disciplines to achieve common goals.

· R&D ITS Functional Managers, to address specific identified ITS needs

· R&D ITS Line Manager, for performance and personal development

· ITS Infrastructure, to coordinate infrastructure needs and delivery of services

· Governance, for regulatory and/or security compliance (as dictated by the application/project)

· Administrative support, related to budget, travel, planning, and logistics.

Basic Qualifications

A minimum of a Bachelor's degree in computing, computer science or related scientific or technical discipline is required.

A minimum of 10 years of relevant experience or relevant Master's and eight years related experience or relevant Ph.D. and four years of related experience is required.

Knowledge & Skills:

1) Familiarity with the Research and Early Development business areas, especially with the use of ActivityBase and electronic lab notebooks (ELNs) for automating workflows and/or for the purpose of data registration. Ideally, he/she is experienced with supporting systems and applying a system development methodology, which may or may not include system validation, to ensure compliance with regulatory requirements.

2) Technical Leadership and/or Project Management background, as well as experience with vendor negotiation and has management skills.

3) Extensive knowledge and experience working with databases, experience with SQL, and working knowledge and understanding of data integration and ETL technologies.

4) Excellent communication and interpersonal skills. He/she can work effectively in a multi-cultural, multi-disciplinary team environment.

5) Ability to organize and direct others' work efforts with tact and diplomacy, contributing to the development of team members and team goals.

6) Capable of making effective formal presentations to management within or outside the department.

7) Ability to influence decisions and negotiate & resolve conflicts with stakeholders outside of their workgroup. #LI-SA

US - Sanofi

Sanofi US Services, Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.

Sanofi is a global healthcare leader focused on patients' needs, engaged in the research, development, manufacturing and marketing of therapeutic solutions focused on patients’ needs. Sanofi has core strengths in diabetes solutions, human vaccines, innovative drugs, consumer healthcare, emerging markets, animal health and Sanofi Genzyme.

At Sanofi, our ambition is to be an integrated global healthcare company, focused on patients’ needs. Much more than just a leading pharmaceutical company, Sanofi is committed to transforming scientific innovations into solutions and services that protect health, enhance life, and respond to the needs of the 7 billion people in the world. We trust our ambition to guide and inspire us as we work to create a future with optimal health and wellness for everyone.

Sanofi is a global healthcare leader focused on patients' needs, engaged in the research, development, manufacturing and marketing of therapeutic solutions focused on patients’ needs. Sanofi has core strengths in diabetes solutions, human vaccines, innovative drugs, consumer healthcare, emerging markets and Sanofi Genzyme.