LOCATION

Hyderabad, IND

COMPANY

BASF Digital Solutions Private Limited

JOB FIELD

Digitalization

JOB TYPE

Permanent

JOB ID

142816

FLEXIBLE WORK OPTIONS

Hybrid

Your Key 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

- Robust 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

📌 Service Desk Process Expert (m/f/d) (India)
🏢 Basf
📍 India