This is a Digital Service Level Analyst position responsible to ensure the efficient and effective delivery of one or more internal or contracted information technology services for which the incumbent has aspects of clear ownership and daily accountability. The incumbent provides guidance and results review through standards of measurements to ensure customer quality needs are met and programs are effectively implemented and maintained.

Key Responsibilities:

• Accountable aspects of one or more contractual conformance processes, inclusive of data entry and validation within the systems that support procurement processes

• Scope of position supports global business units covering Vendor Management Office functions

• Customer impact (business criticality is low)

• Arbitrating claims or complaints occurring under the performance of contracts

• Developing and implementing processes and tools for different types of contracts, risk assessments, disputes, and issue resolutions, etc.

• Conducting analyses of existing vendor networks to assess their capability of meeting business objectives; recommending new vendors in terms of capacity.

• Negotiating, extending, terminating, and renegotiating contracts for the acquisition of equipment, materials, products, or services
  
  

  Candidate Responsibilities

• The incumbent participates in the global delivery team with focus on providing consistent enterprise service. This includes participation in pre-negotiation planning, implementation and monitoring of service level agreements, and the ongoing management of operational aspects to provide the agreed levels of service.

• Participates in various update and governance meetings. In conjunction with the digital service delivery analyst, digital service level managers, digital operations, and business units, work to have an understanding of their operations while responding to process partner needs with high priority to Caterpillar business partner satisfaction and service.

• Develop collaborative relationships while learning expertise and taking technical guidance from strategic service delivery analysts.

• Where applicable to the engagement, coordinates and manages awareness programs and services to minimize the effects of business disruptions in a cost-effective manner

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