IS Specialist(Senior ITSM, KPI and Reporting Lead)
Caterpillar Inc. (company site, opens in a new tab)12+ yrsBengaluruOn-siteDirect career pageEst. 28–45 LPA
Posted 13h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead development, management, and optimization of ITSM KPIs, dashboards, and performance reporting across multiple IT service processes.
- Analyze service performance data to identify trends, risks, and opportunities for service improvement and operational efficiency.
- Partner with IT leadership and teams to produce executive-level reports and strategic recommendations driving service excellence and continual improvement.
Minimum Requirements
- 12+ years total IT experience with 5+ years in IT Service Management or related analytics/reporting roles.
- 3+ years experience developing/managing enterprise-level KPIs and dashboards for ITSM processes.
- ITIL Foundation Certification required; experience with tools like ServiceNow, BMC Remedy, or Jira Service Management mandatory.
- Role requires Bangalore location, 5 days onsite, 01:00-10:00 PM IST shift; visa sponsorship and relocation not available.
Ideal Candidate Profile
- Experienced in supporting global IT operations with deep understanding of ITIL and ITSM service delivery frameworks.
- Proven ability to translate complex IT operational data into actionable business insights and influence senior leadership.
- Strong capabilities in analytics tools (Power BI, Tableau, SQL) and automating reporting within enterprise ITSM platforms.