Incidents Business Analyst

IT Incident & Service Management Analyst

We are seeking a skilled and proactive IT Incident & Service Management Analyst to support application incident escalations, trend analysis, and service operations in a remote environment. This role requires a strong background in incident management, regulatory awareness, and cross-functional communication. While open to all industry backgrounds, prior experience with Sanofi's Digital IT department is strongly preferred.

Responsibilities:

• Manage and respond to application incident escalations
• Analyze incident trends and recommend preventive measures
• Support compliance with regulatory, data privacy, and cybersecurity standards
• Collaborate with internal teams to ensure timely resolution of incidents
• Document and improve incident and service management processes
• Contribute to application lifecycle activities (e.g., system retirement)
• Use tools such as MS Office 365, SharePoint, Teams, and Zoom for communication and documentation

Requirements:

• AA Degree; More years of experience or higher education is acceptable
• Minimum of 6+ years' experience in similar role
• Previous incident management experience
• General knowledge/ experience with compliance, regulatory, data privacy, and cybersecurity requirements.
• Previous experience responding to escalation requests, application incident escalations.
• Previous experience analyzing incident trends
• MS Office, share point, teams, zooms, Office 365

Nice to have skills:

• Experience in incident and service management
• Application life cycle, retiring systems, etc.
• ServiceNow, Jira experience is a plus