Staff Specialist II

BASF, The Chemical Company, is a Fortune 100 chemical company dedicated to making products that make our customers' products better. At BASF, we make careers better, too.


The candidate will establish, track and report on Service Level Agreements (SLAs) regarding IT services via the following:
Drive all efforts related to service levels in the areas of: application availability, application response time, response to issues reported to Help Desk, restore of service for issues reported to Help Desk, and contingency plans during disruption of serviceProduce reports and monitor compliance of same for the current portfolio of SLAs-Mentor service providers and drive resolution to issues to ensure complianceIncrease the current capability to higher maturity levels by (a) integrating islands of SLAs into a comprehensive framework that combines SLAs across Service Partners, Vendors, and Internal Service Providers (b) increasing the capability of current service level thresholds-Market service expectations of IT servicesProduce and manage the service catalog, service level agreements and compliance reports-Provide input into the formulation and implementation of the IT vision related to service levels

Bachelor's Degree in Computer Science or equivalent experience5-7 yrs experience in the support of information services, spanning the areas of applications, customer service, and infrastructure 2-3 yrs experience in the management of SLAsStrong negotiation and interpersonal Skills Skills in formulating Key Performance Indicators (KPIs) and Measurements Analytical and Problem Solving skillsTechnical expertise in MS Office tools, primarily in Access and Excel Strong IT Customer Service Skills Highly motivated and Self-startingAbility to work as a team member -Experience with Service Level Management ToolsExperience with Oracle and SQLExperience in the use of Advanced Help Desk (AHD)