Location: Peoria, IL, United States
Date Posted: Jan 14, 2020
Provides application and technical leadership in the development of detailed system specifications 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.
This position reports to an IT Supervisor, Senior IT Supervisor or 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 in new program development and/or maintenance of existing mobile, WEB, Cloud, server, personal computer, mainframe, and/or distributed computing systems.
The primary responsibility of this position is to perform the role of ITSM Problem Manager for the Telematics Platform and related applications. This role requires active collaboration with global teams to ensure timely and comprehensive execution of the Problem Management process. This role will also assist in the measurement and reporting of system availability.
1. Competent to perform assignments without close supervision.
2. Facilitates team(s) on complex application/technical problem identification and resolution.
3. Ensures completeness and implementation of Permanent Corrective Actions (PCAs).
4. Develops / modifies monitoring scripts as required for measuring system availability.
5. Assists customers with documentation and training of Problem Management related tools.
A college or university degree or 6+ years of IT related experience is required for this position.
ITIL/ ITSM knowledge and experience in at least one of the following: incident, problem or change management
Experienced with the use of ServiceNow for Incident, Change and Problem Management
2+ years working with various application / infrastructure monitoring tools
Job requires highly developed interpersonal skills to deal with sensitive, emotional or potentially controversial situations.
Incumbent often needs to create behavior change in people (including customers, suppliers, other employees, dealers, etc.) and/or obtain the cooperation and commitment of subordinates.
In addition, the incumbent should have a good knowledge of Caterpillar policies, standards, procedures, and a broad understanding of Caterpillar’s organization.
Top Candidates Will Have:
ITIL Foundational Certification
Prior Problem Management experience
Prior exposure or knowledge of the various Caterpillar Telematics solutions
Experience using a Business Intelligence (BI) tool such as MS PowerBI
Green Belt / Black Belt experience
Strong planning and communication skills
Vendor Management experience