JOB DUTIES:

This position reports to a supervisor or Support Manager. Customers may include Caterpillar customers, dealers, internal Caterpillar organizations (service centers and/or worldwide business units), suppliers, other Information Technology teams or business partners. Responsibilities are within functional lines with individuals assisting in new program development and/or maintenance of existing mobile, WEB, Cloud, server, personal computer, mainframe, and/or distributed computing systems.

• Performs all duties without close supervision. However, more complex assignments may require closer supervision and assistance.
• Daily review and actioning of open support cases to meet SLA requirement.
• Assists customers with documentation, training and usability efforts.
• Troubleshooting: Errors, outages, Asset/Device behavior, System or Application issues, bugs.
• Can understand and review designs, source code of varying degrees of complexity.
• Creation of Bug with detailed description and recreation steps.
• Creation of documentation, training docs, Runbooks, FAQs, Troubleshooting and resolution process
• Works directly on application/technical problem identification and resolution, including off-shift and weekend support functions.
• Works independently on complex systems or infrastructure components that may be used by one or more applications or systems.
• Participates in integrated testing and user acceptance of application or infrastructure components that requires careful planning and execution to ensure timely, quality results.
• Works with vendors on the integration of purchased application and/or infrastructure solutions.
• Assists junior staff with logic problems and interpretation of specifications.
• Knowledgeable of programming languages appropriate to the platform supported, program design and specification development, programming logic, logic diagrams, basic system analysis techniques, testing, debugging, documentation standards, file design, storage and internal systems; can provide training on these topics for others.
• Assist with Integration and improvements of processes across functional organizations.

The position manages the completion of its own work assignments and coordinates work with others. Based on past experiences and knowledge, the incumbent normally works independently with minimal management input and review of end results.

Typical customers include Caterpillar customers, dealers, other external companies who purchase services offered by Caterpillar as well as internal business unit and/or service center groups.

The position is challenged to quickly and correctly identify problems that may not be obvious. The incumbent solves problems by determining the best course of action, within departmental guidelines, from many existing solutions.

The incumbent sets priorities and establishes a work plan in order to complete broadly defined assignments and achieve desired results. The position participates in brainstorming sessions focused on developing new approaches to meeting quality goals in the measure(s) stated.

BACKGROUND/EXPERIENCE: Requires a college or university degree, technical certification or equivalent experience. The incumbent should be knowledgeable of the latest technology in programming languages; computing hardware and software; and current development processes and tools.  Two to four years of programming, integration or infrastructure, and support experience would be desirable. In addition, the incumbent should have a good knowledge of Caterpillar policies and procedures, and a general understanding of Caterpillar’s organization.

• 2 years of IT development and support experience
• 2 years working with one of the following: .Net, Java, JavaScript, HTML, SQL, SOA, Webservices, Spring, OR Hibernate
• 2-year experience Angular, REST, AWS Lambda, Cloudfront, DynamoDB, and API Gateway

Top candidate will also have:

• Experience with data analysis and integration
• Agile Programming Development Methodology
• IBM Websphere Portal Application
• Linux, iOS, Android, Ionic
• Cloud services and serverless applications
• SQL and Database design, Apigee, GraphQL,
• XML and JSON
• Understanding of Firewall, Network and Storage
• Understanding of Security protocols and authentication methods
• AppDynamics Monitoring
• Demonstrate strong leadership
• Good Interpersonal skills
• Ability to communicate effectively
• Knowledge of Caterpillar policies and procedures, and a general understanding of Caterpillar’s organization