Service Desk Process Expert (m/f/d)
Confirmed on the employer's own hiring board on Oct 12, 2026. First seen by Alion on Oct 5, 2026.
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.
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
- 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.