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.

The role provides Application support for SAP Manufacturing, Quality Management and Non-Conformance Management processes, ensuring stable operations, fast incident resolution and continuous improvement (SAP PP or/and SAP PI-QM)

Responsibilities :

• Act as the primary SAP S/4HANA support contact for incidents and service requests, from triage to SLA compliant resolution.
• Receive and prioritize tickets; capture complete, accurate ticket data (user, system, steps to reproduce, attachments).
• Troubleshoot and resolve common end-user issues (logins, authorizations, basic data-entry errors, printer/formatting problems) using runbooks and knowledge base articles.
• Perform deeper investigation for escalated issues: reproduce problems, examine configuration, analyze logs, run diagnostic queries, and identify root causes.
• Implement approved configuration changes and corrective actions in non-production environments; prepare transport/approval documentation for production changes per change management processes.
• Execute routine operational tasks: password resets, user account creation/role assignments (following governance), basic data fixes and mass updates under controls.
• Coordinate with Basis, ABAP developers, integration teams (ALE/IDoc, RFC, CPI/PI), and vendors to resolve technical defects, performance issues, and integrations; create clear defect tickets with reproduction steps and evidence.
• Update and maintain runbooks, knowledge base articles, and standard operating procedures based on resolved incidents and lessons learned.
• Provide guidance and mentoring to other support staff; escalate to L3 or development when required with full diagnostics and test cases.
• Being able to execute changes following SAP ChaRM process in collaboration with Release and Deployment team
• Test and validate fixes in non-production systems, support regression testing, and assist in release and cutover activities as SME for assigned processes.
• Share timely updates and resolutions with users and stakeholders, ensuring accurate ticket categorization, SLA adherence, and user confirmation.
• Participate in on-call rotations and incident management activities, including RCA and post-incident reviews.

Qualifications :

• Education: Associate or Bachelor’s degree in information systems, computer science, business administration, accounting, engineering, or equivalent experience.
• Experience: 3+ years combined experience in IT support/helpdesk and SAP application support; hands-on experience with SAP S/4HANA strongly preferred.
• Functional knowledge: solid understanding of SAP S/4HANA module (PP, PP/PI and QM) and familiarity with core business processes (Manufacturing and Quality).
• Several years of experience working with AMS in production and quality environment for chemical or process industry.
• Technical/diagnostic skills: ability to use SAP transactions for debugging and logs (e.g., ST22, SM21, SM37), perform basic ABAP debugging or work closely with developers, and run SQL or system queries for troubleshooting.
• Basic understanding, monitoring and error handling for APIs, Kafka streams and BTP.
• Integration awareness: familiarity with ALE/IDoc, RFC, and middleware concepts (CPI/PI/PO) for diagnosing integration issues.
• Tools and processes: experience with ITSM/ticketing systems (ServiceNow, Azure DevOps), change/transport management, and basic testing methodologies. Internal
• Soft skills: strong customer-service orientation, clear written and verbal communication, analytical problem solving, and ability to work across teams and under pressure.
• Certifications (preferred): SAP associate certification for relevant module(s), ITIL Foundation, or equivalent.
• Excellent communication skills in English

Nice to have:

• Experience working with Level 3 solutions - MES integrations

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.