IT Analyst Technical Infrastructure (ITSM Analyst and Reporting)

Career Area: Technology, Digital and Data Job Description: Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. Job Description About Caterpillar Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed to and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed. Your Impact Shapes the World at Caterpillar Inc When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. Job Summary We are seeking a skilled hands-on IT Analyst Technical Infrastructure (ITSM reporting/SLM Metrics) to join our ITSM team – Caterpillar IT, India GCC. The role involves design, develop, deploy and maintain enterprise ITSM data, analytics, reporting, automation and AI capabilities. The role will support ServiceNow reporting and Platform Analytics, Snowflake data structures, Power BI dashboards, Python/SQL-based automation, service-level metrics and data governance. The incumbent will partner with ITSM process owners and business stakeholders to provide reliable operational insights, improve reporting efficiency and enable data-driven decisions across Incident, Problem, Change, Release and Service Level Management. The preference for this role is to be based out of Bangalore – Caterpillar PSN , Whitefield What you will do Job Duties/Responsibilities will include: Design, develop and maintain enterprise ITSM dashboards, reports and analytical solutions using Microsoft Power BI, ServiceNow and Platform Analytics . Develop and maintain Snowflake tables, views, queries and data models supporting ITSM reporting, service-level metrics and operational analysis. Use Python and SQL to automate data preparation, validation, reconciliation and recurring reporting activities. Maintain data quality, reporting accuracy, metric definitions and appropriate governance for ITSM data consumed through ServiceNow, Snowflake, Power BI and approved AI solutions. Support the modernization and migration of legacy ITSM reporting and ServiceNow Platform Analytics solutions. Analyze Incident, Problem, Change and Release data to identify recurring issues, root-cause trends, operational risks and improvement opportunities. Develop reporting for SLA performance, service-level trends and business-facing service reviews. Partner with ITSM process owners and stakeholders to translate business and operational requirements into reliable analytical solutions. Create clear technical documentation, data definitions, operational procedures and knowledge-transfer materials. Support testing, deployment, monitoring and maintenance of reports, data pipelines and automation solutions. Develop or support approved Microsoft Copilot and agent-based solutions for ITSM use cases. Participate in ITSM governance activities, including Incident, Problem, Change, CAB/eCAB, Release, Service Level Management and IT controls. Provide production support for critical reporting and analytics solutions, including planned off-hours or weekend support when required. Contribute into ITSM responsibilities - Incident, Problem, Change, and Release Management processes within ServiceNow Root cause analysis, trend identification, recurring issue elimination, and service improvement initiatives Enterprise CAB (Americas, EMEA, APAC), ICW calendar coordination, eCAB facilitation, and moratorium governance Service level monitoring, SLA reporting, stakeholder alignment, and continual service improvement ServiceNow release testing, Platform Analytics migration initiatives, and tool governance activities IT controls, compliance, audit readiness, and process documentation Development and support of Agentic AI, Microsoft Copilot, Sidekick, and automation solutions that improve ITSM processes, reporting, knowledge management, and operational efficiency What you will have Bachelor’s degree in computer science, Information Technology, Data Analytics, Engineering or a related discipline, or equivalent relevant experience. Five or more years of experience in data analytics, business intelligence, reporting, data engineering or a related technology area. Hands-on experience with Microsoft Power BI , including data modelling, dashboard development and report maintenance. Working proficiency in Python and SQL for analytics, automation and data processing. Experience working with Snowflake, Data Lake or comparable cloud data platforms . Demonstrated ability to analyze complex data, validate results and communicate actionable insights. Strong written and verbal communication, customer-service, teamwork and stakeholder-management skills. Ability to manage priorities independently while working effectively in a global, collaborative environment. Preferred Experience with ServiceNow reporting, Performance Analytics or Platform Analytics . Familiarity with ITSM or ITIL processes, including Incident, Problem, Change, Release and Service Level Management. Experience developing solutions using Microsoft Copilot Studio, Power Platform or comparable AI and automation technologies . Experience with data governance, data access controls, metric definitions and reporting-quality assurance. ITIL Foundation, Microsoft Power BI, ServiceNow or Snowflake certification. This position requires candidate to work a 5-day -a -week in the office from 1pm -10pm IST. Skills desired: Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges. Level Extensive Experience: • Advises others on the assessment and provision of all technical solutions. • Engages appropriate subject matter resources to effectively resolve technical issues. • Mentors others to enhance their technical competence and its application to achieve more effective technical solutions. • Coaches others in promoting, defining, analyzing, and providing superior technical solutions to business problems. • Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues. • Assumes accountability for personal technical performance and holds others responsible for theirs. Technology Advising: Knowledge of effective advisory methods and ability to provide valued information and advice to clients regarding products, technologies, services and solutions for a specific technology domain. Level Working Knowledge: • Assesses the current technology environment, expressed needs and initiatives of client organizations. • Uses an effective consulting method to present technology solutions that resolve stated client business issues. • Advises clients regarding a family of specific products, technologies or services in a technology domain. • Demonstrates basic competence and sound business knowledge regarding specific products, technologies or services within a domain of technology expertise. • Achieves consulting relationship rating of 'professional' by delivering timely, meaningful advice meeting client needs in a narrow set of specific technologies. Hardware Infrastructure: Knowledge of computer architecture and systems programming; ability to design, build and integrate IT hardware into multi-platforms for the organization. Level Extensive Experience: • Evaluates IT hardware vendors in the market and selects the most suitable products for the organization. • Guides employees on the integration of IT hardware throughout other organization-wide platforms. • Supervises the implementation process of IT hardware ensuring consistency in productivity and overall effectiveness. • Advises others on business standards and practices for IT hardware in order to meet designer requirements. • Evaluates the advantages and disadvantages of an organization's hardware components. • Diagnoses IT hardware problems and recommends dynamic solutions. Requirements Analysis: Knowledge of tools, methods, and techniques of requirement analysis; ability to elicit, analyze and record required business functionality and non-functionality requirements to ensure the success of a system or software development project. Level Working Knowledge: • Follows policies, practices and standards for determining functional and informational requirements. • Confirms deliverables associated with requirements analysis. • Communicates with customers and users to elicit and gather client requirements. • Participates in the preparation of detailed documentation and requirements. • Utilizes specific organizational methods, tools and techniques for requirements analysis. System Testing : Knowledge of system and software testing; ability to design, plan and execute system testing strategies and tactics to ensure the quality of software at all stages of the system life cycle. Level Extensive Experience: • Verifies the proper flow of transactions across all input, output and storage channels or devices. • Evaluates interoperability of new systems with existing systems during the beta testing phase. • Supervises the testing of complex, multi-platform and distributed applications. • Designs processes to ensure that the system meets and maintains requirements and expectations. • Coaches end users on the development of test data and test scenarios for system validation. • Manages the execution of test plans, including resources, strategies, schedules, processes and tools. Systems Software Infrastructure: Knowledge of computer architecture and system software interaction; ability to design and build a fundamental architecture of operating systems, database management systems, communications protocols, compilers and other development tools. Level Working Knowledge: • Reports software connectivity and integration issues. • Demonstrates planned software changes on the local environment. • Administers software migration and contingency plans related to own function. • Analyzes the local software architecture components and products. • Tests key features for the entire software infrastructure environment. Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation. Level Extensive Experience: • Emphasizes the business impact of failure and the criticality and timing of needed resolution so that problems can be avoided in the future. • Creates trouble reports for all issues found and reviews solutions for completeness and correctness. • Directs the resolution of communications problems in multi-vendor environments. • Resolves a variety of hardware, software, and communications malfunctions. • Coaches others on advanced diagnostic techniques and tools for unusual or performance-related problems. • Facilitates the distribution of releases reports and correction packages to departments or clients. Technical Writing/Documentation: Knowledge of technical writing; ability to write technical documents such as manuals, reports, guidelines or documents on standards, processes and applications. Level Extensive Experience: • Conducts training on alternative documentation delivery mechanisms, tools and techniques. • Manages cost items in producing and maintaining documentation. • Designs and implements formal methodologies for producing documentation. • Collaborates with support function managers, the product management team, and design engineers with writing projects. • Supervises the analysis, design and data collation on large documentation initiatives. • Establishes and references best practices for existing and planned tools and delivery vehicles for proper documentation. What you will get: Work Life Harmony Earned and medical leave. Relocation assistance Holistic Development Personal and professional development through Caterpillar ‘s employee resource groups across the globe Career developments opportunities with global prospects Health and Wellness Medical coverage -Medical, life and personal accident coverage Employee mental wellness assistance program Financial Wellness Employee investment plan Pay for performance -Annual incentive Bonus plan. Additional Information: Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at This position requires working onsite five days a week. Visa Sponsorship is not available for this position. Posting Dates: Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply Not ready to apply? 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