Service Desk Process Expert (m/f/d)

About the role

As a Service Desk Process Expert at BASF Digital Hub Hyderabad, you will ensure efficient, high‑quality Service Desk operations across a global landscape. Working in a collaborative, international environment, you will design, govern, and continuously improve service processes that support BASF’s digital transformation.

Key responsibilities

• Design and implement service processes aligned with ITSM best practices in partnership with the central ITSM team.
• Steer Service Desk providers to guarantee stable, high‑quality delivery and compliance with SLAs and KPIs.
• Act as Knowledge Management Database Owner, driving data quality, structure, and usability.
• Govern ServiceNow data structures (tables) to maintain consistency and accuracy.
• Document processes, procedures, and system changes comprehensively.
• Lead or contribute to projects and sub‑projects focused on service improvement.
• Prepare ad‑hoc and regular analyses and reports to support operational and management decisions.
• Provide training, guidance, and awareness to stakeholders for effective process adoption.

Required profile

• Proven experience in IT service management and process governance.
• Strong analytical mindset with the ability to monitor performance against SLAs/KPIs.
• Excellent stakeholder management and communication skills.
• Ability to work in a global, cross‑functional team.

Required skills

• ServiceNow administration and data modeling.
• ITSM frameworks and best practices (e.g., ITIL).
• Knowledge Management concepts and tools.
• SLA/KPI monitoring and reporting.
• Data governance and quality assurance.