WELCOME TO BASF
At BASF Digital Hub Hyderabad we develop innovative digital solutions for BASF, create new exciting customer experiences and business growth, and drive efficiencies in processes, helping to strengthen BASF´s position as the digital leader in the chemical industry. We believe the right path is through creativity, trial and error and great 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.
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
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 Service Desk related sub-projects
Qualifications :
Professional Experience
University degree in (Business) Informatics, Business Administration with IT focus, or comparable qualification
Minimum of 3 years of experience in a global IT Service Desk or ITSM environment
Technical & Functional Expertise
Strong knowledge of ITSM frameworks (ITIL v4 or higher) and ServiceNow
Advanced knowledge and several years of support experience in the area of Workplace, Mobile and Printing
Solid understanding of Cyber Security concepts, principles and tools
Basic knowledge of infrastructure and network
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, communication, and presentation skills
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
WHAT WE OFFER
Be part of a global leader in digital transformation, working in a vibrant Digital Hub that values innovation, agility, and cross-functional collaboration. Shape the future of BASF’s digital landscape, contributing to projects that drive sustainability and make a real impact. Thrive in a high-performance culture that supports your personal and professional growth, offering diverse learning opportunities and career development. Enjoy a modern, inclusive work environment where your ideas are valued, and your curiosity and ambition are encouraged. Benefit from flexible working models, international networking, and a strong sense of purpose as we enable our customers’ green transformation and lead the way in digital excellence.
