Analyst, Service Desk Vendor Management

Job Field: Information Technology/Service
Location: Kuala Lumpur, MY, 50000
Company: BASF Asia Pacific
Job Type: Graduate
Job ID: EN_MY_24563

We are the world's leading chemical company because we offer intelligent solutions for our customers and for a sustainable future. We have over 110,000 employees connecting around the world. For you, this means an almost unlimited range of job opportunities, career development and lots of potential to continue learning . At BASF we believe strongly in the power of connected minds.

Description

BASF Shared Services Center Kuala Lumpur, was established in 2005. Located in Kuala Lumpur, the shared services center has 620 employees and provides functional services in the areas of Finance, Controlling, Information Services, Human Resources, Environment, Health & Safety, Procurement and Import Export Operations to BASF companies and affiliates in 16 countries across the Asia Pacific region. BASF has three other shared services centers located in Berlin and Ludwigshafen in Germany and in Montevideo, Uruguay, that cover Europe and the Americas. Objectives of the Position:

• Operational Vendor Management, Service Desk Operation Center, serves as the global interface (SPOC) between the external Service providers, internal operations, and SD organization to enable the end-to-end SD services.
• Responsible for obtaining ‘value for money’ from the Service Providers by ensuring that vendor meet the contractual commitments (KPIs)
• Accountable for OVM processes (quality, finance)
• Ensuring that processes are followed, analysts are on-boarded and access to necessary tools is given, knowledge is available.

Job responsibilities:

• Day-to-day Service Provider monitoring and steering
  • Volumes, Quality, Cost, Forecasting
  • Compliance with vendor-specific SLAs, KPIs
  • Compliance to BASF security guidelines
  • Attend meetings setup internally and externally
• Initiation, monitoring and processing of escalations / complaints towards and from Service Provider
• Handling of Change Requests with the Service Providers
• Ensure that Projects are supported by Service Providers or 3rd Party Service Desk thru Turn-into-Production (TiP) processes.
• Coordination / support of Service Providers related initiatives (Continuous Service Improvement, LEAN etc)
• Collaborates with Regional Service Desks to ensure feedback on improvements and Change Request implementation
• Active participation in global team meeting to share about regional issues, challenges encounter in the regional

Job requirements:

• University graduate in Information Technology discipline
• Minimum 3 years working experience in shared services / service desk management / business process outsourcing industry preferred
• In depth knowledge and proficiency with MS Office 365
• Certified and understanding of ITIL Framework and best practices
• Strong focus on excellent customer service
• Excellent written and oral communications skills (English).
• Ability to analyses and solve problems, to prepare root cause analyse and develop solutions.

Job Segment: Service Manager, Manager, Service Desk, Customer Service, Management