Service Desk Process Expert (m/f/d) (Hyderabad)

LOCATION Hyderabad, IND COMPANY BASF Digital Solutions Private Limited JOB FIELD Digitalization JOB TYPE Permanent JOB ID 142816 VERSATILE WORK OPTIONS Hybrid 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 .