People Services Senior Generalist

Job title: People Services Generalist

Location: KL

About The Job

At its core, this role is about actively managing, triaging, and resolving tickets end-to-end through ServiceNow (OneSupport) — owning each case from the moment it is received through to full resolution. The role handles a broad spectrum of complex P&C queries and employee inquiries across the SEA region, ensuring every ticket is accurately assessed, prioritized, and resolved with speed, precision, and a genuine commitment to employee satisfaction. Responsible for the control, monitoring, and correct execution of People Services core models, this is a dynamic, case-management-focused position where the quality of every interaction directly shapes the employee experience.

A defining responsibility of this role is championing a self-service culture across the organization — actively guiding and empowering employees to leverage the full capabilities of OneSupport (supported by Concierge), including its self-service features, knowledge base articles, and digital P&C resources, so that employees can find answers, complete transactions, and resolve common queries independently. By driving adoption of self-service tools and promoting digital-first behaviors, the specialist plays a critical role in reducing avoidable ticket volumes, improving service efficiency, and building a more capable, self-sufficient workforce. Every employee interaction is an opportunity to educate, enable, and elevate the digital people experience.

As a champion of digital service delivery and continuous improvement, this role brings a mindset of innovation and excellence — constantly identifying opportunities to enhance knowledge content, streamline processes, and improve the overall employee journey on OneSupport. Serving as a subject matter expert on employee lifecycle management, Workday transactions, and People Services operations, the specialist provides expert guidance to employees, managers, and HR Business Partners across multiple SEA countries, while serving as an important connection point between the L1 frontline and L3 specialized teams. This is a high-impact position offering the opportunity to work in a dynamic, multi-country environment while contributing directly to an exceptional employee experience across Southeast Asia.

About Sanofi

We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives.

Main Responsibilities

Query Resolution & Case Management (70%)

• Handle L2 support requests via ServiceNow (OneSupport), ensuring timely and accurate resolution
• Resolve complex employee inquiries related to HR processes, policies, and systems across SEA
• Provide expert guidance on employee lifecycle processes (onboarding, job changes, transfers, offboarding)
• Manage and resolve cases within defined SLA timelines, maintaining high customer satisfaction
• Conduct root cause analysis for recurring issues and propose corrective actions
• Escalate complex cases to C2R L3 or specialized teams with full documentation
• Deliver high-quality service to internal employees and former employees
• Monitor compliance with Core Model within People Services tools and process guidelines
  
  

Knowledge Management & Continuous Improvement (15%)

• Create, update, maintain, and translate knowledge base articles in ServiceNow
• Conduct knowledge transfer sessions to C2R L1 team to build frontline capability
• Develop and maintain standard operating procedures (DTPs) while identifying opportunities for efficiency or automation
• Analyze article and ticket reports, providing feedback to improve content quality and user satisfaction
• Ensure knowledge articles are accurate, up-to-date, user-friendly, and aligned with current policies
• Support testing of new functionality or implementations in ServiceNow
  
  

Stakeholder Collaboration & Communication (15%)

• Partner effectively with People Services Operations, People Excellence (PE), HRBPs, and business managers
• Coordinate with regional and global C2R teams for consistency and alignment
• Communicate clearly and professionally with employees, managers, and P&C partners at all levels
• Provide cross-sectional support on all Knowledge Management topics in ServiceNow and Workday
• Maintain strong, collaborative relationships with cross-functional teams across SEA
  
  

About You

Qualifications & Experience

Required

• Bachelor's degree in Human Resources, Business Administration, or related field
• 3–5 years of experience in HR operations, shared services, or employee services
• Strong knowledge of HR processes, employee lifecycle management, and HR systems
• Experience with ServiceNow or similar ticketing and case management platforms
• Excellent problem-solving and analytical skills with structured approach to issue resolution
• Strong customer service orientation with ability to handle complex and sensitive inquiries
• Excellent written and verbal communication skills in English
• Ability to work effectively in fast-paced, multi-country environment
• Strong attention to detail and commitment to data accuracy
• Adaptability, teamwork, and willingness to learn
• Take-the-lead mindset, able to guide team members
  
  

Preferred

• Experience working in shared services or global business services (GBS) environment
• Experience in multicultural environment
• Knowledge of SEA labor laws and HR compliance requirements
• Experience with knowledge management, documentation, and content creation in ServiceNow
• Previous experience in pharmaceutical or healthcare industry
• Awareness of data privacy rules (e.g., GDPR)
  
  

Technical Skills

• Tool / System Proficiency Expected
• ServiceNow (Case Management, Knowledge
• Base) Proficient
• Workday HCM (Core HR, Talent, Time &
• Absence) Proficient
• Microsoft Office Suite (Excel, PowerPoint,
• Word) Proficient
• Ticketing & Workflow Management Systems Proficint
  
  

Why choose us?

Pursue Progress. Discover Extraordinary.

Join Sanofi and step into a new era of science - where your growth can be just as transformative as the work we do. We invest in you to reach further, think faster, and do what’s never-been-done-before. You’ll help push boundaries, challenge convention, and build smarter solutions that reach the communities we serve. Ready to chase the miracles of science and improve people’s lives? Let’s Pursue Progress and Discover Extraordinary – together.

At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status or other characteristics protected by law.