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
- Solid knowledge of ITSM frameworks (ITIL v4 or higher) and ServiceNow
Personal Competencies
- Strong analytical and problem-solving skills with a
📌 Service Desk Process Expert (Hyderabad)
🏢 Basf
📍 Hyderabad
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