ITSM & Compliance Analyst

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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.

IT IS YOUR TIME!

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 100 years, we’ve been helping customers build a better, more sustainable world and are committed 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.

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.

If you are looking for personal and professional growth, in a company with an inclusive culture, which seeks equity, respects differences and believes in people's potential, this is the right place. We consider people with disability candidates and those with diversity in gender, culture, ethnicity, religion, age, generation, race, nationality and sexual orientation.

Important:

- Don’t forget to include a resumé in English in your profile in Workday.

- Please frequently check the email associated with your application, including the junk/spam, as this is the primary correspondence method. If you wish to know the status of your application, please use the candidate log-in on our career website as it will reflect any update s to your status.

Job Summary:

As an ITSM & Compliance Analyst within Caterpillar's Hosting Services organization, you will support the Division's IT Service Management (ITSM) and Change Management processes to ensure infrastructure work is executed in accordance with corporate standards and best practices. You will coordinate governance activities, facilitate change reviews, provide reporting and training, and partner with technical teams across Compute, Storage, Backup & Recovery, Disaster Recovery, Data Center Networking, Operating Systems, and Mainframe Operations to promote operational excellence and reduce risk. This role requires a combination of process discipline, analytical thinking, technical documentation skills, and a working understanding of enterprise infrastructure environments.

What You Will Do:

• Coordinate and facilitate the Division's weekly Change Advisory Board (CAB) meeting.

• Review Change and Release records to ensure required documentation, implementation plans, validation steps, and rollback procedures are completed prior to implementation.

• Monitor Incident and Change tickets for compliance with corporate standards and process requirements.

• Provide guidance to team members regarding ITSM processes, Change Management expectations, and documentation requirements.

• Develop and maintain process documentation, work instructions, training materials, and reporting guidance.

• Train and onboard new team members on ITSM and Change Management procedures.

• Create and distribute operational metrics, dashboards, and compliance reporting.

• Identify opportunities to improve process efficiency, reporting accuracy, and operational effectiveness.

• Partner with infrastructure teams to support successful planning, execution, and tracking of infrastructure changes and releases.

• Assist with compliance reviews, process assessments, and corrective action tracking activities.

• Utilize ServiceNow, Azure DevOps, Power BI, and Microsoft Office tools to support governance, reporting, and operational processes.

• Support process improvement initiatives that enhance service quality, reduce operational risk, and improve team productivity.

What You Will Have:

• Technical Excellence: Knowledge of IT infrastructure technologies and ITSM processes; ability to apply technical and process standards to support operational excellence.

• Technical Writing / Documentation: Knowledge of technical documentation practices; ability to create and maintain procedures, standards, training materials, and operational documentation.

• Technology Advising: Knowledge of IT service management principles; ability to provide guidance and support regarding change, incident, and compliance processes.

• Requirements Analysis: Knowledge of business and operational requirements gathering techniques; ability to identify process improvement opportunities and document required outcomes.

• Technical Troubleshooting: Knowledge of problem-solving techniques and operational support processes; ability to identify, investigate, and help resolve process-related issues and compliance gaps.

Basic requirements:

• Bachelor's degree in Computer Science, Computer Engineering, Information Systems.

• Pre-Advanced English.

• 3-5 years of experience in IT Operations, Infrastructure Support, Service Management, Compliance, or related disciplines.

• Working knowledge of ITIL principles and Change Management best practices.

• Experience with ServiceNow, Azure DevOps, Power BI, and Microsoft Office tools.

• Familiarity with enterprise infrastructure technologies including Compute, Storage, Backup & Recovery, Disaster Recovery, Operating Systems, Virtualization, and Networking.

• Strong organizational skills with the ability to manage multiple priorities and deadlines.

• Strong verbal and written communication skills.

• Experience creating reports, dashboards, and process documentation.

• Continuous improvement mindset with a focus on efficiency and operational discipline.

Top candidates will also have:

• ITIL Foundation certification.

• Exposure to infrastructure domains including networking, storage, disaster recovery, backup, and operating systems.

• Continuous Improvement and Lean mindset.

• Experience supporting global technology organizations.

Note: This position requires the candidate to work on-site five days a week.

Some of the offered benefits*:
• Medical plan
• Dental plan
• Medicines reimbursement
• Wellhub
• Psychological, Legal, Social and Finance Support Program
• Private pension plan
• Profit share
• Christmas basket
• Transportation
• Life and personal insurance
• Extended maternity and paternity leave
• Employee resources group (Young Professional, Women in Networking, LAMBDA (LGBTQIA+), Latin Group and Active in Sport

*Caterpillar reserves the right to change or modify benefits at any time, subject prior notice and in compliance with legal requirements. Benefit elegibility may vary by position and location.

The Recruitment & Selection area emphasizes that it does not use personal emails and/or emails from other domains (@gmail, @hotmail, etc.) to contact candidates. Available vacancies are only advertised through the company's official channels ( www.caterpillar.com/careers.html; https://www.linkedin.com/company/caterpillar-inc) , and official Caterpillar emails are mandatory followed by the domain @cat.com. Also, the company does not request any type of payment (bank transfer, pix, etc.) for the purposes of the selection process. For more information click on the link: https://www.caterpillar.com/pt/careers/apply-now/help.html

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Posting Dates:

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

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