Service It Consultant

Career Area:

Product Support

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Role Definition

Responsible for management of a learning data SaaS solution and the integration of this solution with other learning SaaS solutions. This position is part of a team that manages multiple learning software platforms that work together to deliver a learning ecosystem.

Responsibilities

• Manage third party cloud-based software(s)

• Manage and troubleshoot integration with other software through APIs

• Works on complex application/technical problem identification and resolution

• Oversees data gathering and analysis activities

• Documents sources and validates the accuracy of data

• Manage relationship with vendor

• Document and prioritize bugs and enhancement requests

• Track, test, and implement new features and bug fixes in new releases

• Communicate issues, updates, and plans to users

• Manage data privacy and security compliance requirements

• Provide technical expertise in the selection of new software solutions

Skill Descriptors

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
 Level Extensive Experience: 
•    Facilitates creation of the 'right' products and services to resolve customer business issues.
•    Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
•    Advises others on creating customer focused environments in various scenarios.
•    Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
•    Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
•    Communicates and models the criticality of customer focus as an organizational strategy.

Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
Level Extensive Experience: 
•    Advises on advanced data gathering and analysis methodologies and technologies.
•    Oversees data gathering and analysis activities within the organization.
•    Documents sources and validates the accuracy of data analysis by evaluating the pros and cons of data analysis methods used.
•    Implements procedures and policies within a data processing function.
•    Teaches others how to improve the validity and reliability of data used in various analyses.
•    Evaluates best practices of data gathering and analysis within the industry.

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
 Level Working Knowledge: 
•    Provides a quality of service that customers describe as excellent.
•    Resolves common customer problems.
•    Responds to unexpected customer requests with a sense of urgency and positive action.
•    Provides direct service to internal or external customers.
•    Documents customer complaints in a timely manner.

Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
 Level Working Knowledge: 
•    Explains the requirements, deliverables, costs, and criticalities of the assignment.
•    Participates in developing consulting opportunities or assignments.
•    Uses formal and informal means to keep client informed on progress and issues.
•    Carries out the agreed-upon consulting assignment in a professional manner.
•    Documents client's objectives and project scope.

Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
 Level Extensive Experience: 
•    Reviews others' writing or presentations and provides feedback and coaching.
•    Adapts documents and presentations for the intended audience.
•    Demonstrates both empathy and assertiveness when communicating a need or defending a position.
•    Communicates well downward, upward, and outward.
•    Employs appropriate methods of persuasion when soliciting agreement.
•    Maintains focus on the topic at hand.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
 Level Extensive Experience: 
•    Ensures capture of lessons to be learned from a problem-solving effort.
•    Organizes potential problem solvers and leads problem resolution efforts.
•    Uses varying problem-solving approaches and techniques as appropriate.
•    Contributes to standard practices for problem-solving approaches, tools, and processes.
•    Analyzes and synthesizes information and devises alternative resolution strategies.
•    Develops successful resolutions to critical or wide-impact problems.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
 Level Extensive Experience: 
•    Communicates to clients regarding expectations of all parties.
•    Participates in negotiating the terms of the business relationship.
•    Conducts periodic reviews of work effort, progress, issues, and successes.
•    Maintains productive, long-term relationships with clients or vendors.
•    Creates opportunities to educate support teams on client priorities.
•    Empowers others to establish collaborative, healthy relationships.

Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
 Level Extensive Experience: 
•    Advises others on the assessment and provision of all technical solutions.
•    Engages appropriate subject matter resources to effectively resolve technical issues.
•    Mentors others to enhance their technical competence and its application to achieve more effective technical solutions.
•    Coaches others in promoting, defining, analyzing, and providing superior technical solutions to business problems.
•    Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues.
•    Assumes accountability for personal technical performance and holds others responsible for theirs.

This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade.  It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job.  At the discretion of management, this description may be changed at any time to address the evolving needs of the organization.  It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act.

Visa Sponsorship is not available for this position. 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.

Any offer of employment is conditioned upon the successful completion of a drug screen.   

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

Not ready to apply? Join our Talent Community .