Senior ITSM Consultant(Senior IT Analyst Technical Infrastructure)

Job description

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 Senior ITSM Consultant (Senior IT Analyst Technical Infrastructure) to join India CoE-Integration & Engg -CAT IT Division The preference for this role is to be based out of Bangalore – Caterpillar PSN What you will do • Own governance and operational oversight of Incident, Problem, Change, Release, and Service Level Management processes. • Coordinate enterprise P1/P2 incident response, escalation management, bridge leadership, and follow-up activities. • Facilitate enterprise CAB, eCAB, change moratorium management, and Infrastructure Change Window governance. • Lead problem management activities including root cause analysis, trend identification, recurring issue elimination, and preventive action tracking. • Drive enterprise service level governance, KPI monitoring, SLA compliance, and service improvement initiatives. • Produce executive-level ITSM reporting, operational dashboards, metrics, and trend analysis. • Support audit readiness, IT controls compliance, attestation reviews, and process documentation. • Provide governance oversight for on-call schedules, escalation paths, and critical support coverage models. • Lead and coordinate ITSM validation for ServiceNow platform releases, including release testing, defect identification, Platform Analytics migration support and process-tool governance. • Partner with cross-functional teams to resolve high-impact production issues and drive continual service improvements. • Define and improve lifecycle governance for P1 incidents including escalation, closure, downgrade, and transition decision frameworks. • Lead Regional Change Advisory Board (CAB) weekly meetings • Facilitate Monthly Infrastructure Change Window (ICW) Releases. • Drive the identification, assessment and implementation of automation, Agentic AI, Microsoft Copilot and workflow solutions that improve ITSM operational efficiency, governance, reporting and knowledge management. What you will have • Bachelor’s degree in computer science, Information Technology, or equivalent relevant experience. • 7+ years of hands-on experience in IT Service Management (ITSM), ITIL, Service Level Management (SLM), and ServiceNow • Must be an established ITSM subject matter expert capable of independently leading enterprise Incident, Problem, Change, Release and Service Level Management activities with minimal guidance or process training. • Experience supporting global organizations across multiple regions (Americas, EMEA, APAC) • ITIL Foundation certification required; higher ITIL certifications preferred • Proven experience facilitating Enterprise CAB/eCAB and managing change governance frameworks • Experience managing P1/P2 incidents and executive communications during critical outages • Strong analytical skills including trend analysis, problem clustering, RCA review, and continual service improvement • Advanced ServiceNow experience including platform analytics, reporting, dashboards, testing, and governance • Experience with IT controls, audit support, SOX controls, and compliance reviews • Experience with enterprise reporting and executive KPI dashboards • Experience leveraging AI, Copilot, automation, and workflow technologies to improve ITSM operations • This position requires candidate to work a 5-day -a -week in the office from 1pm -10pm IST. The role may require occasional weekend or off-hours support based on business needs. Compensatory time off will be provided in accordance with Caterpillar policy. Skills desired: Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges. Level Extensive Experience: • Advises others on the assessment and provision of all technical solutions. • Engages appropriate subject matter resources to effectively resolve technical issues. • Mentors others to enhance their technical competence and its application to achieve more effective technical solutions. • Coaches others in promoting, defining, analyzing, and providing superior technical solutions to business problems. • Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues. • Assumes accountability for personal technical performance and holds others responsible fo