IT Service Delivery Analyst I

**Career Area**:Information Technology
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Caterpillar is the world’s leading manufacturer of construction and mining equipment, diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. The company principally operates through its three primary segments - Construction Industries, Resource Industries and Energy & Transportation - and also provides financing and related services through its Financial Products segment.

At Caterpillar, you build what matters—whether it’s the career you want, crucial work skills, strong relationships or new digital technologies. There are big jobs to be done worldwide—building critical infrastructure, bolstering local economies, meeting the demand for energy—and that work is powered by our people, which is build through diversity, aiming to achieve the best results.

If you are looking for personal and professional growth in a company with an inclusive culture that seeks equity, respect differences and believes in employee's potential, this is the right place We consider in all positions people with disabilities, diverse gender, culture, ethnicity, religion, age, generation, race, nationality and sexual orientation.

**Job Profile / Activities**:

- This role understands and executes standard work to ensure the scope of services achieve and maintain appropriate level of risk and compliance to internal policies and procedures, including those relating to sustainability, cybersecurity, SOX, and IT General Controls. This position coordinates some or all of the following activities:

- Proactively identifying and managing issue resolution between vendor service provider and GIS or other BU teams
- Liaison between Caterpillar functional leads or other internal teams and vendor for tools used by vendor
- Assist with global and regional issues and escalations
- Monitors service level agreements (SLAs) and key performance indicators (KPIs) on a daily/weekly/monthly basis and depending upon scope of work
- Through the IT business relationship facing organization, may engage with business partners and facilities 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
- Represent Caterpillar on critical incident (P1) and other issue escalation and ensure coordinate priority user issue resolution
- EUS Global Process Owner for IT Controls areas of Change Management, Incident/Issue Management and Problem Management.
- ITSM Change Manager for EUS, inclusive of process execution, monitoring and reporting.
- Governance of Quality, ITSM Incident & Problem Management processes, including global monitoring and reporting.
- Maintain compliance and nonconformance processing through records and tracking systems, including root cause and corrective actions.
- Analyze and investigate service complaints or reported quality issues to ensure resolution in accordance with ITIL/ITSM.
- Provide training and support to quality assurance team that includes systems, policies, procedures and core processes.
- Provide support for knowledge management related activities as needed
- Producing dashboards to report contractual/service level targets vs. actual performance.
- Communicating metrics and performance reports to the business and IT organization via defined channels

**Basic Qualifications**

**Education**:Bachelor’s degree

**Experience**:Minimum 5 years of progressively responsible job-related experience. Experience in large enterprise services delivery organizations. 2+ years of ServiceNow experience including knowledge of ServiceNow reporting. ITSM Foundation Certification or equivalent experience.

**Language**:Pre Advanced English

**Behavioral skills**:Good human relations skills are required to develop a cooperative work relationship with others inside and outside the department

**Desirable Qualifications**
- Prior experience working with IT vendors preferred

Project management (Six Sigma Black Belt/Green Belt) experience and/or purchasing experience strongly desired

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

Period to apply:
July 27th - August 2nd

LI-hybrid

Caterpillar is an Equal Opportunity Employer (EEO).

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