IS Specialist(Senior ITSM, KPI and Reporting Lead)

About the role

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 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.

What you'll do

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

What you need

• 12–22 yrs of experience
• Reporting
• Dashboarding
• Power BI
• SQL
• Data analysis
• Tableau
• Any graduate

Good to have

• Business analysis
• ITIL
• ServiceNow
• Ticketing tools
• JIRA
• SAP