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 excellent 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.
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 effective 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
Min
📌 Service Desk Process Expert (Hyderabad)
🏢 Basf
📍 Hyderabad
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.