Service Desk Process Expert Hyderabad (India)

WELCOME TO BASF At BASF Digital Hub Hyderabad we develop innovative digital solutions for BASF, create recent exciting customer experiences and business growth, and drive efficiencies in processes, helping to strengthen BASFs position as the digital leader in the chemical industry. We believe the right path is through creativity, trial and error and excellent people working and learning together. Become part of our team and develop the future with us - in a global team that embraces diversity and equal opportunities. 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 effective 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: Qualified Experience University degree in (Business) Informatics, Business Administration with IT focus, or comparable qualification Min .