Service Desk Process Expert - (m/f/d)

BASF Digital Solutions Private Limited -
Andhra Pradesh

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Job details

Permanent
3 days ago

Qualifications

IT service management
English
Analysis skills
Bachelor's degree
ITIL
ServiceNow
Agile
Business Administration
Communication skills

Full job description

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

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