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 producti