Career Area:
Information Technology
Job Description:
Your Work Shapes the World
Whether it be groundbreaking products, best in class solutions or creating a lifelong career, you can do the work that matters at Caterpillar. With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe.
At Caterpillar, a brand recognized the world over, your office could be closer than you ever realized. Caterpillar's highly flexible work environment fosters a culture to inspire unconventional ideas to accomplish remarkable results. With life demands ever-changing, Caterpillar provides employees the autonomy to choose their work location based on their daily commitments and how/where they work most efficiently and effectively. It's time to start building what matters most, your career!
When you join Caterpillar, you are joining a team of makers, innovators and doers. We are the people who roll up our sleeves and do the work to build a better world. We don't just talk about progress and innovation. We make it happen. And we are proud of that because it helps our customers build and power the world we live in - the roads, hospitals, homes and infrastructure. Without a dedicated workforce Caterpillar could not effectively meet our customer's needs. Join us.
Job Purpose:
This role will provide expertise in IT Service Management (ITSM) practices using past computer application development and technical knowledge for the purpose of solving customer business problems and assisting customers in achieving business strategies. Expertise required in data and business analytics and strong mathematical skills to provide insights for continuous IT Services improvement.
Description:
Primary responsibilities include:

• Develops concepts and alternative solutions for one or more major ITSM practices and metrics at the enterprise level based on operational issues, customer needs, customer impact and/or industry trends;
• Develops "Business Case Analysis" to justify investments in project development and/or system support efforts; includes marketing the system solution and its benefits to prospective customers or end users;
• Works with customer/operations management to develop plans through Problem Management and other ITSM practices to minimize the impact of system or procedure changes;
• Provides assistance to one or more I/S application development groups and technical teams to define concepts and high-level project plans; plans are documented, monitored and progress is reported to management;
• Provides backup to peer ITSM practice SMEs including off-shift and weekend hours as needed;
• Maintains close liaison with department heads, managers, supervisors, vendors, customers and others to assure business needs and perception of value are met;
• Introduces new technologies and develops enterprise and departmental standard practices for the execution of business processes across functional organizations.
• Provides project leadership, expert advice, and counsel to IT personnel, management, and project teams on the most complex aspects of ITSM practice methods as well as for purchased system solutions that will be integrated with other systems (internally developed and/or purchased);
• Typically serves as an expert on several projects;
• This position manages completes of its own work assignments and coordinates work with others in addition to mentoring less experienced team members. Based on past experiences and knowledge, normally works independently with minimal management input and review of end results;
• Has a sense of urgency to manage user issues and proven problem-solving capabilities.

Basic Requirements:

• Bachelor's degree in business, computer science, or related technical field or equivalent experience in IT
• 7-10 years of relevant experience supporting and developing applications, technology or IT process
• Excellent verbal and written communication skills, problem solving skills, listening skills, attention to detail and interpersonal skills
• Strong analytical skills are required and the ability to listen to others is important to this position

Top Candidate Will Also Have:

• Understanding of the Caterpillar organization
• ITIL Framework Certifications such as ITIL Foundations, ITIL Expert, ITIL Managing Professional
• Experience in reporting tools such as ServiceNow, PowerBI, Tableau, MS Excel
• Experience with data and analytics languages such as Python, R

Additional Details:
Location: Dallas, Texas; Nashville, Tennessee; East Peoria, Illinois
Relocation is offered
Employee benefit details:
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 day one benefits [medical, dental, vision, RX, and 401(k)] along with the potential of an annual bonus.
Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).
Final details:
Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application - please use the candidate log-in on our career website as it will reflect any updates to your status.
This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.Caterpillar.com/Careers
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
Not ready to apply? Submit your information to our Talent Network here .