IT Analyst Applications (IT Service Delivery Analyst)

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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.

Your Impact 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.

Job Summary

We are seeking a skilled IT Analyst Applications (IT Service Delivery Analyst)to join our IT Infrastructure Support -CAT IT Division.

As an IT Service Delivery Analyst performing the role of Contract Manager within Caterpillar’s Hosting Services team, you will serve as a strategic liaison between internal IT service consumers and third-party providers. This role blends technical expertise with procurement and contract management, ensuring accurate, timely, and cost-effective delivery of IT services, hardware, and software. Your ability to navigate complex contract lifecycles, manage vendor relationships, and maintain financial accountability will be key to driving operational success.

The preference for this role is to be based out of Whitefield PSN Office, Bangalore, India

What you will do

• Manage the full contract lifecycle—from initial request through purchase order creation, invoice processing, and contract termination.
• Facilitate meetings with contract owners to validate upcoming renewals and ensure alignment with business needs.
• Develop renewal justifications, document contract changes, and submit for system approvals.
• Act as a link between Hosting Services and Procurement/Legal teams for contract, invoice, and payment matters.
• Contribute to continuous improvement initiatives to reduce manual work and streamline processes.
• Resolve issues related to contracts, invoices, and payments with third-party providers.
• Ensure timely receipt and processing of invoices to align with budget forecasts.
• Oversee the request-to-PO process for approximately 200 projects annually, ranging from small to multi-million-dollar engagements.
• Participate in projects related to third-party provider contracts.
• Utilize tools such as FR3, Coupa, CMS, and Guided Buy.
• Conduct annual reconciliation of Division asset listings.

What you will have

• 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.
• Customer Service Management: Knowledge of customer service priorities and ability to utilize tools and techniques for maintaining an environment where all understand, and are committed to providing excellent service to internal and external customers.
• 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.
• Data Gathering and Reporting: Knowledge of tools, techniques and processes for gathering and reporting data; ability to practice them in a particular department or division of a company.
• Key Performance Indicators: Knowledge of business metrics and Key Performance Indicators (KPIs) and ability to use strategies and tools for defining and measuring progress toward goals.
• The position requires the candidate to work a 5-a day -week schedule in the office
• Shift Timing: EMEA Shift: 01:00PM -10:00PM IST

Top Candidates Will Also Have:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 2+ years of IT-related experience, including indirect procurement and vendor management.
• Strong teamwork, analytical thinking, and customer service orientation.
• Experience managing multiple contracts and projects in a fast-paced, global environment.
• Familiarity with Caterpillar environments and IT operations is a plus.

Skills desired:

Core Application Systems: Knowledge of major production application systems used for delivery of services to internal and external clients; ability to leverage major production application systems in diverse situations.
Level Basic Understanding:
• Describes basic elements and benefits of core applications supported by own area.
• Names the organization's core application systems.
• Names major business functions and services supported by core applications.
• Locates and uses relevant documentation for core applications.

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 Working Knowledge:
• Identifies and documents specific problems and resolution alternatives.
• Examines a specific problem and understands the perspective of each involved stakeholder.
• Develops alternative techniques for assessing accuracy and relevance of information.
• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
• Uses fact-finding techniques and diagnostic tools to identify problems.

Application Design, Architecture: Knowledge of application design and architecture principles and practices; ability to utilize application design methodologies, tools, and techniques to convert business requirements and logical models into a technical application design.
Level Working Knowledge:
• Creates a basic architecture diagram, including component interactions and data flows.
• Identifies and prioritizes application design and architecture tasks, such as refactoring and technical debt reduction.
• Selects and presents design alternatives for applications of small to medium complexity.
• Uses design tools and technologies to develop prototypes and proof of concepts.
• Documents design decisions and rationale for future reference and review.
Implementation: Knowledge of how to run applications for organizations; ability to implement application software within an organization and help end-users perform specific tasks (ex: accounting or graphic design).
Level Working Knowledge:
• Tracks problems associated with the quality and effectiveness of application software.
• Researches the benefits and drawbacks of an organization's application software.
• Drafts application software usage for the department's needs.
• Provides instant support for end users of application software.
• Implements a specific application software under the supervision of management.

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 system or software development project.
Level Working Knowledge:
• Follows policies, practices and standards for determining functional and informational requirements.
• Confirms deliverables associated with requirements analysis.
• Communicates with customers and users to elicit and gather client requirements.
• Participates in the preparation of detailed documentation and requirements.
• Utilizes specific organizational methods, tools and techniques for requirements analysis.

System and Technology Integration: Knowledge of the features and facilities of systems; ability to integrate and communicate among applications, databases and technology platforms.
Level Working Knowledge:
• Assists with current and planned integration initiatives.
• Explores major issues and considerations for successful system integration.
• Works with applications, data, technology bridges and a variety of platforms.
• Works with existing interfaces as well as integration and migration plans within own area.
• Plays an active role in local integration efforts.

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.
Level Working Knowledge:
• Supports the project leader in developing and executing system test plans.
• Evaluates system documentation and user manuals for usability, accuracy and completeness.
• Executes test cases, analyzes test results and reports on findings regularly.
• Tests system components for compliance with functional requirements.
• Participates in the testing of a system's ability to recover from hardware or software failures.

What you will get:

• Work Life Harmony
• Earned and medical leave.
• Relocation assistance

Holistic Development

• Personal and professional development through Caterpillar ‘s employee resource groups across the globe
• Career developments opportunities with global prospects

Health and Wellness

• Medical coverage -Medical, life and personal accident coverage
• Employee mental wellness assistance program

Financial Wellness

• Employee investment plan
• Pay for performance -Annual incentive Bonus plan.

Additional Information:

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, 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

Caterpillar is an Equal Opportunity Employer (EEO)

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

Posting Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

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