Service Desk Subject Matter Expert IAM - Senior (m/f/d)

LOCATION Hyderabad, IND COMPANY BASF Digital Solutions Private Limited JOB FIELD Digitalization JOB TYPE Permanent JOB ID 142814 FLEXIBLE WORK OPTIONS Hybrid Your Key Responsibilities: Operational Excellence & Provider Steering Steer and manage Service Desk providers from a functional and operational perspective Manage and coordinate escalations across Service Desk providers and internal stakeholders Act as Subject Matter Expert during Major Incidents, ensuring effective technical analysis, impact assessment and cross-team coordination Support Service Desk providers in root cause analysis and sustainable issue resolution Collaborate with Complaint Stewards to drive timely and effective resolution of service complaints Knowledge & Quality Management Establish and continuously enhance knowledge management practices across the Service Desk Ensure high-quality documentation and effective knowledge transfer Drive consistent service quality through structured governance and quality assurance measures Continuous Improvement & Reporting Identify and implement improvements to global Service Desk processes and service delivery models Drive standardization and efficiency in a global ITSM environment Prepare ad-hoc analyses and reports to support operational and management decisions Service Integration & Transition Drive the successful integration of new and modified products and services into global Service Desk delivery Ensure structured decommissioning of retired services from Service Desk operations Contribute to global IT initiatives and lead IAM-related sub-projects Qualifications: Professional Experience University degree in (Business) Informatics, Business Administration with IT focus, or comparable qualification Minimum of 7 years of experience in a global IT Service Desk or ITSM environment At least 5 years of hands-on experience in Identity and/or Access Management Technical & Functional Expertise Strong knowledge of ITSM frameworks (ITIL v4 or higher) and ServiceNow Solid understanding of Identity Management concepts, principles, tools and governance Advanced knowledge of Access Management concepts, processes, and platforms (e.g., One Identity Manager) Solid understanding of complex enterprise application landscapes, including system architectures, cross-system dependencies and interactions between applications Ability to interpret and analyze complex data structures and database content to understand processes, identify root causes and resolve IAM-related issues (incl. basic querying, e.g., SQL) Basic knowledge of SAP (foundation level, e.g., SAP authorization concepts or HR data structures, SAP for Me) Basic understanding of HR master data and processes, including employee lifecycle events (e.g., onboarding, offboarding, transfers, leave of absence) 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 .