IS Specialist(Senior ITSM, KPI and Reporting Lead)

Caterpillar · Bengaluru

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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 Purpose:

Your Work Shapes the World. Whether it be groundbreaking products, best in class solutions or creating a lifelong career, you can do the work that matters at Caterpillar. With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe.

When you join Caterpillar, you are joining a team of makers, innovators, and doers. We are the people who roll up our sleeves and do the work to build a better world. We don’t just talk about progress and innovation. We make it happen. And we are proud of that because it helps our customers build and power the world we live in – the roads, hospitals, homes and infrastructure. Without a dedicated workforce Caterpillar could not effectively meet our customer’s needs. Join us. 

We are seeking an experienced IS Specialist(Senior ITSM, KPI and Reporting Lead) to join our Design Eng Processes team - CAT IT Division.

The preference for this role is to be based out of Bangalore – Caterpillar PSN 

This position requires candidate to work a 5-day -a -week schedule.

Shift Timing: 01:00-10:00PM IST

We are seeking a highly analytical and results-driven Senior Metrics Analyst to lead the development, management, and optimization of IT Service Management (ITSM) reporting, analytics, and performance measurement capabilities. This role will be responsible for transforming operational data into actionable insights that drive service excellence, continual improvement, and informed decision-making across IT.

 The successful candidate will partner with IT leadership, service owners, and operational teams to establish meaningful performance metrics, develop executive-level dashboards, and provide strategic recommendations that improve service quality, customer satisfaction, and operational efficiency.

Job Duties:

· Develop, maintain, and enhance IT Service Management (ITSM) dashboards, scorecards, and KPI reporting across Incident, Problem, Change, Request, Asset, and Service Level Management processes.

· Analyse service performance data to identify trends, recurring issues, service improvement opportunities, and operational risks.

· Design and implement metrics frameworks that align ITSM performance measurement with business objectives and service delivery goals.

· Produce executive-level reporting and presentations that translate complex operational data into actionable business insights.

· Monitor and report on SLA, OLA, and KPI compliance, highlighting performance gaps and recommending corrective actions.

· Partner with IT leadership, service owners, and operational teams to establish meaningful performance metrics and reporting standards.

· Develop predictive and trend-based analytics to support capacity planning, resource forecasting, and proactive service improvement initiatives.

· Ensure the accuracy, integrity, and governance of ITSM data across platforms such as ServiceNow, BMC Remedy, Jira Service Management, or similar tools.

· Create and maintain automated reporting solutions, dashboards, and data visualizations using tools such as Power BI, Tableau, Excel, or SQL-based reporting platforms.

· Analyze customer satisfaction (CSAT), service desk performance, and operational efficiency metrics to improve end-user experience.

· Support Continual Service Improvement (CSI) programs by measuring outcomes and tracking benefits realization from improvement initiatives.

· Define and document metric definitions, calculation methodologies, reporting procedures, and data standards.

· Conduct ad hoc data analysis and provide recommendations to support strategic IT decisions and operational planning.

· Drive the adoption of data-driven decision-making across IT operations by promoting effective use of metrics and performance insights.

· Present findings, trends, risks, and improvement recommendations to senior management, stakeholders, and governance boards.

· Identify opportunities for reporting automation and process optimization to increase efficiency and reduce manual effort.

· Support ITIL-aligned service management practices by ensuring metrics accurately reflect service health, quality, and business value.

Top Candidates Will Have:

· Deep understanding of ITIL best practices and service management frameworks.

· Experience supporting global IT operations and service delivery organizations.

· Strong business acumen with the ability to align technical metrics to business outcomes.

· Proven track record of driving measurable improvements in service performance, customer satisfaction, and operational efficiency through analytics and reporting.

Additional Duties
Enable now SAP application, Product Champion.

Education / Experience:

· ITIL Foundation Certification (required or strongly preferred).

· Microsoft Power BI Data Analyst Associate (PL-300) preferred.

· Certified Business Analysis Professional (CBAP), Certified Analytics Professional (CAP), or equivalent analytics certification preferred.

· ServiceNow Certified System Administrator or ServiceNow Reporting certifications preferred.

 · Total 12+ Years of IT experience. 5+ years of experience in IT Service Management (ITSM), IT Operations Analytics, Service Reporting, Business Intelligence, or a related field.

· 3+ years of experience developing and managing enterprise-level KPIs, dashboards, and performance reporting.

· Proven experience supporting ITIL-based service management processes including Incident, Problem, Change, Request, Asset, and Service Level Management.

· Experience working with enterprise ITSM platforms such as ServiceNow, BMC Remedy, Jira Service Management, or similar solutions.

· Demonstrated ability to analyse large data sets and translate findings into actionable business recommendations.

· Experience presenting analytical findings and recommendations to senior leadership and executive stakeholders.

Additional Info:

• This role requires 5 days onsite.
• Relocation is unavailable.

Skill Descriptors
Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Level Advanced:

• Gains agreement on the problem-solving process, risk assessment, decision points, and criteria.
• Trains others in the process of eliciting alternatives and assessing their impact.
• Orchestrates the resolution of high-impact and cross-functional problems.
• Successfully organizes problem solvers and stakeholders for high-impact problems.
• Predicts and explains long-term trends and implications for alternatives.
• Monitors industry for best practices and new techniques in problem-solving.

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 Extensive Experience:

• Collaborates with an extended professional technology network to help clients effectively identify, plan for and accomplish technology objectives.
• Supervises others in advising a range of clients across a myriad of products, technologies, services and solutions in a relevant technology domain.
• Identifies and evaluates emerging technologies and advises clients regarding their potential business impacts.
• Effectively consults with and conveys technology concepts, business impacts and other advice to senior client levels.
• Trains others in developing technology business, channel management and client coaching.
• Leverages formal certifications in mastery of multiple areas of technology in demonstrating credibility for client consulting.

Application Design, Architecture: Knowledge of application design and architecture principles and practices; ability to utilize application design methodologies, tools, and techniques to convert business requirements and logical models into a technical application design.
Level Advanced:

• Advises others on the technical design of high-impact, multi-technology complex applications.
• Contributes to the establishment and implementation of best practices for application design.
• Leads in evaluating and selecting emerging application design tools and techniques.
• Designs cutting-edge application architectures that push the boundaries of current technology standards.
• Directs the development of technical standards for application design.
• Fosters a culture that promotes innovative approaches to application design and architecture.

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 Advanced:

• Creates leadership positions in identifying and implementing new tools and techniques.
• Shares expertise and his/her broad experience in using modeling tools for multiple requirements.
• Implements best practices for functional and information analysis and maintains the requirements definition.
• Provides insight into developing diverse and multiple requirements analyses.
• Monitors industry and vendor products in terms of improvements and enhancements.
• Establishes and communicates on advance technical standards for each stage of requirements analysis.

System and Technology Integration: Knowledge of the features and facilities of systems; ability to integrate and communicate among applications, databases and technology platforms.
Level Advanced:

• Consults with others on system and/or technology integration efforts.
• Monitors system and technology integration trends and directions.
• Plays a leadership role in defining systems integration processes and practices.
• Designs complex interfaces, integration strategies and plans.
• Holds an industry wide conference on system integration and migration issues, problems and considerations.
• Demonstrates extensive experience with system and technology integration.

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 Advanced:

• Champions the employment of technology to maximize system test throughput and coverage.
• Builds testing and software QA methodologies and practices for the organization.
• Advocates appropriate levels of quality by resolution of important defects.
• Leads the team in testing activities and provides technical guidance on multiple testing projects.
• Directs the identification, investigation, reporting and follow-up with design teams for all issues raised during the testing process.
• Solicits and evaluates feedback from business process owners during pilot and parallel testing.

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 Extensive Experience:

• Designs and implements software infrastructure and core technologies.
• Develops software architecture and data management policies and procedures.
• Resolves issues regarding the implementation of heterogeneous open systems.
• Evaluates the management of software configuration facilities and practices.
• Coaches on the essential elements of software architecture, platforms and products.
• Facilitates internal and external cooperative and distributed alignment and processing of systems software infrastructure.

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.

Posting Dates:

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

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