{"id":1886934,"url":"https://alion.io/job/basf-service-desk-process-expert-mfd","title":"Service Desk Process Expert (m/f/d)","company":{"id":96193,"name":"BASF","domain":"basf.com","url":"https://alion.io/company/basf-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11000,"max_usd":29000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":643},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-05T02:59:01Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-12T04:15:07Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"WELCOME TO BASF\nAt 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.\nYour Key Responsibilities:\nOperational Excellence & Provider Steering\nDesign and implement service processes in alignment with ITSM best practices and in close collaboration with the central ITSM process team\n\nEnsuring stable, high-quality, and efficient Service Desk operations\n\nFunctionally steer and govern Service Desk providers to ensure high-quality service delivery\n\nMonitor service performance to ensure compliance with SLAs and KPIs\n\nAct as Knowledge Management Database Owner and drive data quality, structure and usability\n\nGovern and maintain ServiceNow data structures (e.g. tables) to ensure data quality and consistency\n\nEnsure comprehensive documentation of processes, procedures and system changes\n\nLead or contribute to projects and sub-projects\n\nContinuous Improvement & Reporting\nDriving transparency and continuous service processes improvement\n\nPrepare ad-hoc and regular analyses and reports to support operational and management decisions\n\nOwn and continuously improve all Service Desk-related processes on a global scale\n\nStakeholder Management & Enablement\nSupport Subject Matter Experts for all Service Desk related tasks\n\nProvide training, guidance and awareness to ensure effective usage of Service Desk related processes\n\nEnabling effective collaboration and process adoption across the organization\n\nQualifications:\nProfessional Experience\nUniversity degree in (Business) Informatics, Business Administration with IT focus, or comparable qualification\n\nMinimum of 5 years of experience in a global IT Service Desk or ITSM environment\n\nAt least 5 years of hands-on experience in global processes\n\nTechnical & Functional Expertise\nStrong knowledge of ITSM frameworks (ITIL v4 or higher) and ServiceNow\nPersonal Competencies\nStrong analytical and problem-solving skills with a structured working approach\n\nProven ability to operate independently in a dynamic and global environment\n\nExcellent stakeholder management and communication skills, including the ability to assert positions and drive decisions in a multi-stakeholder environment\n\nHigh level of ownership, reliability and adherence to timelines\n\nStrong organizational and prioritization skills\n\nResilience and ability to perform under pressure\n\nAgile mindset and experience working in agile delivery models\n\nExcellent communication skills in English, spoken and written\n\nWHAT WE OFFER\nBe 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.","description_format":"text","description_chars":3622,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Farming & Agriculture","Transportation & Logistics","AgTech","Wind Energy"],"lifecycle":[{"event":"open","at":"2026-10-05T02:59:01Z"}],"visa":[],"liveness":{"score":38,"band":"fade","label":"Fading","p_open":1,"p_active":0.697,"p_room":0.55,"age_days":7,"expected_fill_days":5,"reasons":["conf:2","velocity","win:tail","comp:brand"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/basf-service-desk-process-expert-mfd","json_url":"https://alion.io/job/basf-service-desk-process-expert-mfd.json","meta":{"generated_at":"2026-10-12T15:52:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25172,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":96193},"rest":"https://alion.io/mcp/rest/get_company?id=96193"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbasf-service-desk-process-expert-mfd"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbasf-service-desk-process-expert-mfd"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbasf-service-desk-process-expert-mfd"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/basf-service-desk-process-expert-mfd\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbasf-service-desk-process-expert-mfd"}]}