Senior Itsm Technical Infrastructure Analyst

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

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.

If you are looking for personal and professional growth, in a company with an inclusive culture, which seeks equity, respects differences and believes in people's potential, this is the right place. We consider people with disability candidates and those with diversity in gender, culture, ethnicity, religion, age, generation, race, nationality and sexual orientation.

Important:

- Don’t forget to include a resume (CV) in English in your profile in Workday

- Please frequently check the email associated with your application, including the junk/spam, 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 update s to your status.

Primary job duties include, but are not limited to:

Lead actions to process development projects, and/or enhancement maintenance, of existing ITSM processes and ITSM tools capabilities.

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

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

Deploys or integrates process improvement and ITSM tool fixes and enhancements based on requirements gathered from customers.

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

Fully knowledgeable of the relevant ITSM ITIL practices; can provide training on these topics for others.

Performs implementation and integration tasks for process enhancements and ITSM tools solutions.

Assists customers with documentation, training and usability efforts. Owner of Knowledge Articles and maintenance thereof said articles.

Integrates processes across functional organizations at Enterprise level.

Typically serves as a Project Manager or team member on one or more IT projects.

What You Have - Skills and Experiences:

Technical Excellence: Ability to develop and provide solutions to significant process and technical challenges, enhancement maintenance, of existing ITSM processes and ITSM tools (ServiceNow) capabilities.

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.

Good knowledge of Caterpillar policies and procedures, and a general understanding of Caterpillar’s organization.

Technology Advising: Knowledge of effective advisory methods and ability to provide valued information and advice to clients regarding products, technologies, services and solutions for a specific technology domain. Acts as team leader for development and support groups; provides programming and Infrastructure technology leadership, guidance, and assistance to other team members. Fully knowledgeable of the relevant ITSM ITIL practices; can provide training on these topics for others.

Hardware Infrastructure: Knowledge of computer architecture and systems programming;

Requirements Analysis: Knowledge of tools, methods, and techniques of requirement analysis; ability to elicit, analyze and record required business functionality and non-functionality requirements to ensure the success of a process, system or software development project.

System Testing: Knowledge of system and software testing; ability to design, plan and execute system testing strategies and tactics to ensure the quality of software at all stages of the system life cycle.

Systems Software Infrastructure: Knowledge of computer architecture and system software interaction; Integrates processes across functional organizations at Enterprise level.

Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation. Works directly on complex technical problem identification and resolution, including responding to off-shift and weekend support calls.

Technical Writing/Documentation: Knowledge of technical writing; ability to write technical documents such as manuals, reports, guidelines or documents on standards, processes, and applications.

Top Candidates Will Have :

• Bachelor’s degree.
• Pre-Advanced English.

Desired Background/Experience:

• ITIL Foundation certification.
• Program/Project Management certification.

Some of the offered benefits*:

·Medical plan

·Dental plan

·Medicines reimbursement

·Gympass

·Psychological, Legal, Social and Finance Support Program

·Private pension plan

·Profit share

·Meal assistance

·Christmas basket

·Transportation

·Life and personal insurance

·Extended maternity and paternity leave

·Employee resources group (Young Professional, Women in Networking, LAMBDA (LGBTQIA+), Latin Group and Active in Sport

* Caterpillar reserves the right to change or modify benefits at any time, subject prior notice and in compliance with legal requirements. Benefit elegibility may vary by position and location.

The Recruitment & Selection area emphasizes that it does not use personal emails and/or emails from other domains (@gmail, @hotmail, etc.) to contact candidates. Available vacancies are only advertised through the company's official channels ( www.caterpillar.com/careers.html; https://www.linkedin.com/company/caterpillar-inc) , and official Caterpillar emails are mandatory followed by the domain @cat.com. Also, the company does not request any type of payment (bank transfer, pix, etc.) for the purposes of the selection process. For more information click on the link: https://www.caterpillar.com/pt/careers/apply-now/help.html

Period to apply: April 2nd - April 8th.