Job Description

Career Area:

Digital

Job Description:

Job Summary:

The Caterpillar Product Content (CPC) application team is seeking a Technical Support Analyst to help manage various aspects of technical documentation, change management communication and user support. This position will work closely with the CPC Product Owner and Scrum Master for guidance of work direction but should be able to manage work independently and seek opportunities to stretch and seek additional responsibilities. The nature of the CPC team is to help every Business Unit with the processes related to managing public facing Product Information. This position has a great opportunity to gain wide visibility and directly impact many of Caterpillars business areas. The position provides ample opportunity for continued career development and advancement.

JOB PURPOSE:

This is a Technical Support Analyst position responsible to ensure the effective delivery and user support of the Product Information Management (PIM) solutions for which the incumbent has aspects of clear ownership and daily accountability. The incumbent provides guidance and results review through standards of measurements to ensure customer quality needs are met and programs are effectively implemented and maintained.

JOB RELATED STATISTICS:

* Accountable aspects of one or more contractual conformance processes

JOB DUTIES:

* Performs all duties without close supervision. However, more complex assignments may require closer supervision and assistance.
* Identifying and managing issue resolution between vendor service provider and Cat Digital or other BU teams
* Assist with regional issues and escalations
* Assist with monitoring service level agreements (SLAs) and key performance indicators (KPIs) on a daily/weekly/monthly basis and depending upon scope of work
* May engage with internal business partners to address issues and possible new business demand
* Periodically review standard operating procedures or contractual reporting requirements and provide updates and improvements
* Drive improvements to documentation and procedures as needed
* Provide support for knowledge management related activities as needed
* Producing dashboards to report overall performance and business unit charge data
* Producing performance dashboards to show Caterpillar cost vs. benchmark
* Communicating metrics and performance reports to the business and digital organization via defined channels
* Assisting with assessments to identify risks and recommendations for mitigation or avoidance, contracting support, and performance monitoring.

The incumbent participates in the Applications Software Engineering team with focus on providing consistent enterprise service. This includes participation in planning, implementation and monitoring of service level agreements, and the ongoing management of operational aspects to provide the agreed levels of service. Participates in various update and governance meetings.

Develops collaborative relationships while learning expertise and taking technical guidance from technical leads. Where applicable to the engagement, coordinates and manages awareness programs and services to minimize the effects of business disruptions in a cost-effective manner.

This position may brief digital application managers and product owners on status of issues affecting operations.

This position requires a minimal amount of travel; up to 20% of work time.

Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time

BACKGROUND/EXPERIENCE:

* Four year Bachelors degree preferably in computer science, information systems, finance, marketing, communications, engineering or related field
* The incumbent should be knowledgeable of the latest technology; computing hardware and software; and current development processes and tools.
* Strong accountability, planning/organization, and teamwork
* Highly developed interpersonal skills to deal with sensitive, emotional or potentially controversial situations.
* Excellent oral and written communication skills

Desired Skills:

* Strong analytical ability, judgment and problem analysis techniques.
* Great verbal and written communication skills to collaborate cross functionally and enhance scalability.
* Interpersonal skills with the ability to work effectively in a cross functional team.
* Thrive in a fast-paced environment that delivers results and has fun.
* Knowledge of object-oriented programming, data structures and algorithms.
* Knowledge of cloud computing concepts.

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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