North America PC IT Service Delivery Analyst II

Career Area:
Business Technologies, 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.
North American PC IT Service Delivery Analyst II
Role Definition:
Administers technical support and coordination for services management function of North America PC support.
What You Will Do:

• Leads problem reviews, root cause analysis, trend analysis and audits.
• Proactively identify and investigate service-related problems in addition to implementing or escalating corrections as appropriate.
• Initiate activities with other service areas and functions. Develop, document and disseminate process changes and improvements.
• Ensures service provider meets contracted service levels
• Direct the work of service provider in adherence to process and contract

What You Have:

• Accredited, four-year Information Technology degree, a closely related technical degree, or equivalent experience.
• Strong writing, communication, and presentation skills; ability to deliver messages to technical and non-technical audiences.
• Ability to balance customer experience and IT risk.
• High Level of customer focus with professional communication skills.
• Demonstrated quick and clear decision-making skills in a collaborative environment, strong people management with a focus on developing others.
• Self-starter with strong technical leadership skills and business acumen.
• Ability to think broadly and strategically balanced with high attention to detail.
• Excellent organizing, time management, and priority setting skills.
• Effective relationship building and influencing skills
• Strong analytical and problem-solving skills.

Skill Descriptors:
Standard Operating Procedures: Knowledge of established standard operating procedures (SOP); ability to design, implement and evaluate standard operating procedures affecting daily and strategic business operations to increase operational efficiency.
Level Working Knowledge:

• Adjusts SOPs according to changes in organizational and industry procedures.
• Tracks deviations from and modifications to existing SOPs in business operations.
• Ensures compliance with industry standards, regulations and policies.
• Assists in establishing a standard operating procedure based on workflow and environment review.
• Reviews the efficiency of standard operating procedures in terms of performance improvement.

Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Level Working Knowledge:

• Delivers helpful feedback that focuses on behaviors without offending the recipient.
• Listens to feedback without defensiveness and uses it for own communication effectiveness.
• Makes oral presentations and writes reports needed for own work.
• Avoids technical jargon when inappropriate.
• Looks for and considers non-verbal cues from individuals and groups.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Level Extensive Experience:

• Ensures capture of lessons to be learned from a problem-solving effort.
• Organizes potential problem solvers and leads problem resolution efforts.
• Uses varying problem-solving approaches and techniques as appropriate.
• Contributes to standard practices for problem-solving approaches, tools, and processes.
• Analyzes and synthesizes information and devises alternative resolution strategies.
• Develops successful resolutions to critical or wide-impact problems.

Customer Service Management : Knowledge of customer service priorities and ability to utilize tools and techniques for maintaining an environment where all understand and are committed to providing excellent service to internal and external customers.
Level Extensive Experience:

• Communicates with clients on quality-of-service measurements.
• Ensures teams maintain focus on value-added services.
• Conducts and acts on reviews of open service requests.
• Identifies and resolves gaps in customer expectations versus actual service levels.
• Negotiates the terms of deliverables, service level agreements, and expectations.
• Verifies client satisfaction and keeps customers informed.

Key Performance Indicators: Knowledge of business metrics and Key Performance Indicators (KPIs) and ability to use strategies and tools for defining and measuring progress toward goals.
Level Working Knowledge:

• Works with processes and tools for capturing and reporting KPI data.
• Designs reports and queries for KPI management.
• Uses software to produce KPI data.
• Analyzes KPI data and discern patterns.
• Follows up on actionable items associated with KPI-based information.

Vendor/Supplier Management: Knowledge of external provider management processes and ability to effectively manage the business relationship with external providers (e.g. vendors, service providers, contractors, consultants and suppliers).
Level Basic Understanding:

• Describes how to access organization's policies and processes for using external resources.
• Identifies the roles and responsibilities of own and vendor or supplier's staff.
• Cites examples of different partnering arrangements.
• List types of vendors, partners or suppliers used in the organization.

IT Service Management (ITSM): Knowledge of Information Technology (IT) service; ability to manage IT services and oversee service operations.
Level Working Knowledge:

• Conducts framework set-up processes and training activities for IT outsourcing services.
• Generates reports for potential technical and administrative risks and proposes changes in IT services.
• Participates in constructing a fundamental framework of IT services based on specific requirements.

Education/Experience: Degree or equivalent experience desired
Additional Info :

• The preferred location is Peoria, IL, Dallas, TX or Nashville, TN but individuals at a current US-based Caterpillar locations could be considered for this opportunity. This role requires 3 days onsite.
• Domestic relocation is NOT available.
• SPONSORSHIP IS NOT AVAILABLE.

What You Will Get -

• Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world.
• Here you earn more than just a salary because we value your performance. We offer a total rewards package that provides benefits on day one (medical, dental, vision, RX, and 401K) along with the potential of an annual bonus. Additional benefits include paid vacation days and paid holidays.
• All qualified individuals - Including minorities, females, veterans, and individuals with disabilities - are encouraged to apply.

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 one hundred 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.
Posting Dates:
December 4, 2024 - December 7, 2024
Any offer of employment is conditioned upon the successful completion of a drug screen.
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
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