Service Desk Process Expert - M F D

WELCOME TO BASF

At BASF Digital Hub Hyderabad we develop innovative digital solutions for BASF, create new exciting customer experiences and business growth, and drive efficiencies in processes, helping to strengthen BASF´s position as the digital leader in the chemical industry. We believe the right path is through creativity, trial and error and great people working and learning together. Become part of our team and develop the future with us - in a global team that embraces diversity and equal opportunities.

As part of our newly established Service Desk Team in the End User Support Product Family at the Hyderabad Digital Hub, you will play a key role in shaping and driving global IT support delivery.

Working in a highly collaborative, international environment, you will act as a Service Desk Process Expert, ensuring efficient and high-quality Service Desk operations in our global Service Desk landscape.


Responsibilities:

Operational Excellence & Provider Steering

• Design and implement service processes in alignment with ITSM best practices and in close collaboration with the central ITSM process team
• Ensuring stable, high-quality, and efficient Service Desk operations
• Functionally steer and govern Service Desk providers to ensure high-quality service delivery 
• Monitor service performance to ensure compliance with SLAs and KPIs
• Act as Knowledge Management Database Owner and drive data quality, structure and usability
• Govern and maintain ServiceNow data structures (e.g. tables) to ensure data quality and consistency
• Ensure comprehensive documentation of processes, procedures and system changes
• Lead or contribute to projects and sub-projects
  
  

Continuous Improvement & Reporting

• Driving transparency and continuous service processes improvement
• Prepare ad-hoc and regular analyses and reports to support operational and management decisions 
• Own and continuously improve all Service Desk-related processes on a global scale
  
  

Stakeholder Management & Enablement 

• Support Subject Matter Experts for all Service Desk related tasks
• Provide training, guidance and awareness to ensure effective usage of Service Desk related processes
• Enabling effective collaboration and process adoption across the organization
  
  
  

Qualifications :

Professional Experience

• University degree in (Business) Informatics, Business Administration with IT focus, or comparable qualification
• Minimum of 5 years of experience in a global IT Service Desk or ITSM environment
• At least 5 years of hands-on experience in global processes
  
  

Technical & Functional Expertise

• Strong knowledge of ITSM frameworks (ITIL v4 or higher) and ServiceNow
  
  

Personal Competencies

• Strong analytical and problem-solving skills with a structured working approach
• Proven ability to operate independently in a dynamic and global environment
• Excellent stakeholder management and communication skills, including the ability to assert positions and drive decisions in a multi-stakeholder environment
• High level of ownership, reliability and adherence to timelines
• Strong organizational and prioritization skills
• Resilience and ability to perform under pressure
• Agile mindset and experience working in agile delivery models
• Excellent communication skills in English, spoken and written
  
  
  

What We Offer

Be part of a global leader in digital transformation, working in a vibrant Digital Hub that values innovation, agility, and cross-functional collaboration. Shape the future of BASF’s digital landscape, contributing to projects that drive sustainability and make a real impact. Thrive in a high-performance culture that supports your personal and professional growth, offering diverse learning opportunities and career development. Enjoy a modern, inclusive work environment where your ideas are valued, and your curiosity and ambition are encouraged. Benefit from flexible working models, international networking, and a strong sense of purpose as we enable our customers’ green transformation and lead the way in digital excellence.

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