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Sr. IT Analyst - Team Lead in Service Delivery/Demand & Quality Management/ITSM Enterprise Incident Management

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Location: East Peoria, IL, United States
Date Posted: Jan 3, 2020

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Job Description


Provides IT Infrastructure technology leadership in the development of detailed system solutions for major business/infrastructure and/or development, integration and implementation projects. Applies systems solutions to business/technical problems through customer interactions, and by providing assistance to less experienced analysts in the design, programming, debugging, testing, and integration/implementation of complex, medium to large-sized automated information technology systems or infrastructure component implementation projects.

The Enterprise Incident Manager role works in a team lead capacity and is an integral component to Enterprise IT Support teams’ ability to promptly respond to Critical IT incidents across the Enterprise and reduce mean-time-to-repair to the impacted business service. Following designation of critical incident priority, the EIM assumes ownership of the incident and serves as liaison between the business and technical staff. In this capacity, the role operates as a project manager for a short-lived project, with the sole purpose of leading teams to restore business IT service as quickly as possible. The analyst is responsible for Enterprise communications to convey status of the incident, escalations to leaders, engage the right resources to investigate the issue, manage scope creep and document detailed notes that are used as input to problem management activities.                                                                         




This position reports to an IT Manager, as do other staff jobs in application systems and technical infrastructure sections. Responsibilities of the incumbents are across functional lines with individuals assigned development projects, and/or maintenance, of existing mainframe, personal computer, server, Local Area and Wide Area Network, WEB, and/or distributed computing systems and infrastructure. May include, but are not limited to: Coordinate infrastructure and application teams to restore normal service operation as quickly as possible. Challenge the team to minimize adverse impact on business operations when restoring service. Monitoring high incidents to proactively prevent Critical incidents from occurring. Provide timely written and verbal status updates to Caterpillar enterprise and senior management for assigned incidents and problem ticket escalations. Create a problem ticket for a given Critical incident. Lead application / technical incident resolution, including off-shift and weekend on call support. Escalate incidents to senior management as needed. When applicable, coordinate SWAT (escalated problem management) activities.

  1. Competent to perform all programming, project management, and development/deployment assignments without close supervision; normally assigned the more complex aspects of systems work;

  2. Acts as team leader for development and support groups; provides programming and Infrastructure technology leadership, guidance, and assistance to other team members;

  3. Works directly on complex technical problem identification and resolution, including responding to off-shift and weekend support calls;

  4. Works independently on complex infrastructure technology components that may be used by one or more applications or systems;

  5. Deploys or integrates infrastructure technology components based on requirements gathered from customers;

  6. Performs integrated testing and customer acceptance testing of components that requires careful planning and execution to ensure timely, quality results;

  7. Fully knowledgeable of the relevant programming languages, program design and specification development, programming logic, logic diagrams, system analysis techniques, testing, debugging, documentation standards, file design, storage and internal systems and cross platform infrastructure components; can provide training on these topics for others;

  8. Performs implementation and integration tasks for medium to large, complex in-house developed systems and/or purchased software solutions;

  9. Assists customers with documentation, training and usability efforts.

  10. Integrates processes across functional organizations.

  11. Typically serves as a team member on one or more 6 Sigma projects.


Required Experience:

Bachelors degree, technical certification, or 6+ years equivalent IT experience.

Minimum 1 year experience relevant programming languages; computing hardware and software; infrastructure elements, and current development processes and tools including ITSM tool (Remedy/ServiceNow) knowledge.


Desired Experience:

ITIL Foundation certification.

Program/Project Management certification.

Strong verbal and written communication skills, problem solving skills, customer service and interpersonal skills.

Ability to lead projects, work across teams, and involve other parts of the organization in the development of solutions with limited supervision.

Ability to work independently and manage one’s time as well as being a collaborative team member.

Adaptability and responsiveness to department needs and goals. Good planning and decision-making skills.

Good conflict management skills. Proven experience of working in a similar, high pressure, multi-platform environment.

In addition, the incumbent should have a good knowledge of Caterpillar policies and procedures, and a general understanding of Caterpillar’s organization.

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at

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Job Info

Jan 3, 2020


United States