Overview
IT Analyst Technical Infrastructure focused on ITSM reporting/SLM metrics for the Caterpillar ITSM team in India GCC. The role designs, develops, deploys, and maintains enterprise ITSM data, analytics, reporting, and automation capabilities.
What you'll do
- Design, develop, and maintain enterprise ITSM dashboards, reports, and analytical solutions using Power BI, ServiceNow, and Platform Analytics.
- Develop and maintain Snowflake tables, views, queries, and data models for ITSM reporting and service-level metrics.
- Automate data preparation and recurring reporting using Python and SQL.
- Maintain ITSM data quality, reporting accuracy, metric definitions, and governance across ServiceNow, Snowflake, Power BI, and approved AI solutions.
- Support modernization and migration of legacy ITSM reporting and ServiceNow Platform Analytics solutions.
- Analyze Incident, Problem, Change, and Release data for recurring issues, root-cause trends, and improvement opportunities.
- Provide production support for critical reporting and analytics, including planned off-hours or weekend support when required.
What you'll need
- Five or more years of experience in data analytics, business intelligence, reporting, data engineering, or related areas.
- Hands-on experience with Microsoft Power BI, including data modelling, dashboard development, and report maintenance.
- Working proficiency with Python and SQL for analytics, automation, and data processing.
- Experience working with Snowflake or comparable cloud data platforms (including Data Lake).
- Demonstrated ability to analyze complex data, validate results, and communicate actionable insights.
- Ability to manage priorities independently in a global, collaborative environment.
Details
- Location: Bangalore, Karnataka (preference to be based in Bangalore at Caterpillar PSN, Whitefield).
- Office work schedule requirement: 5 days a week in the office from 1pm to 10pm IST.
- Employment includes ServiceNow ITSM responsibilities such as Incident, Problem, Change, Release, CAB/eCAB, and Service Level Management.
Read the full description and apply on the company’s own careers page.
