Service Desk Subject Matter Expert – Business Applications

About the role

Join BASF Digital Hub Hyderabad as a Service Desk Subject Matter Expert focused on Business Applications and Processes. You will lead provider coordination, drive knowledge management, and support continuous improvement across a global ITSM environment.

Key responsibilities

• Steer and manage Service Desk providers from functional and operational perspectives.
• Coordinate escalations, support root‑cause analysis, and ensure sustainable issue resolution.
• Collaborate with Complaint Stewards to resolve service complaints promptly.
• Establish and enhance knowledge‑management practices, ensuring high‑quality documentation and effective knowledge transfer.
• Implement governance and quality‑assurance measures to maintain consistent service quality.
• Identify and implement process improvements, drive standardisation, and prepare ad‑hoc analyses for operational decisions.
• Lead integration of new or modified products into the Service Desk and manage decommissioning of retired services.
• Contribute to global IT initiatives and lead Business Applications‑related sub‑projects.

Required profile

• University degree in Business Informatics, Business Administration with an IT focus, or a comparable qualification.
• Minimum 5 years of experience in a global IT Service Desk or ITSM environment.
• At least 3 years of hands‑on experience with business applications and process management.

Required skills

What we offer

• Opportunity to work in a diverse, global digital hub.
• Exposure to cutting‑edge digital solutions in the chemical industry.
• Collaborative environment that values creativity and continuous learning.