Service Desk Process Expert

About the role

The Service Desk Process Expert will lead the design, implementation and governance of global service desk processes for BASF Digital Hub Hyderabad. You will ensure high‑quality, stable operations while driving continuous improvement and alignment with ITSM best practices.

Key responsibilities

• Design and implement service desk processes in line with ITSM frameworks, collaborating with the central ITSM team.
• Steer and govern external service desk providers to guarantee service quality and SLA/KPI compliance.
• Own the Knowledge Management database, ensuring data quality, structure and usability.
• Maintain ServiceNow data structures, guaranteeing consistency and accurate reporting.
• Prepare ad‑hoc and regular performance analyses to support operational and management decisions.
• Lead or contribute to projects aimed at continuous service improvement on a global scale.
• Provide training and guidance to stakeholders for effective adoption of service desk processes.

Required profile

• University degree in (Business) Informatics, Business Administration with an IT focus, or a comparable qualification.
• Minimum of 5 years experience in a global IT Service Desk or ITSM environment.
• At least 5 years of hands‑on experience with global process design and governance.

Required skills

• Strong knowledge of ITSM frameworks (e.g., ITIL).
• Proficiency with ServiceNow platform and data model.
• Experience managing Knowledge Management databases.
• Ability to monitor and report on SLA and KPI performance.