Business Analyst - Service Management

Company Information

PACCAR, Inc. is a Fortune 500 company established in 1905 and is recognized as a global leader in the commercial vehicle, financial, and customer service fields. PACCAR is a global technology leader in the design, manufacture, and customer support of high-quality light-, medium- and heavy-duty trucks under its internationally recognized brands Kenworth, Peterbilt and DAF nameplates. PACCAR designs and manufactures advanced diesel engines and provides customized financial services, information technology and truck parts related to its principal business.

Your next career move is waiting at PACCAR whether you want to design the transportation technology of tomorrow, support the staff functions of a dynamic, international leader, or build our excellent products and services. Join the PACCAR team today!

Division Information

PACCAR’s Information Technology Division (ITD), located in Renton, WA utilizes cutting-edge technology to provide systems development, consulting, voice and data communications services to the entire Corporation, which has high visibility in the technology sector.

The Role

The PACCAR Solutions Service Management (PSSM) program vision is to achieve a world class operation that empowers service management capabilities to optimize quality of service, with an exceptional value of the solution for PACCAR customers, dealer services, and fleet business. PSSM strives to develop, deliver and maintain the best work management solution for our users. We will do this through technology, innovation, leadership and partnerships providing superior service to our customers, business partners and service providers.

The PSSM managed services operation provides governance for enabling support services to achieve operational efficiency and effectiveness. Governance with managed services assures the investment in IT generates business value and mitigate the risks that are associated with projects. Managed services responsibility is to deliver all services provided by PSSM business support services, controls service level management for efficiency and effectiveness, and governs managed services operation.

The Solution Support Analyst will work in collaboration with the PSSM Program Owner, empowered to deliver technology support services to enable knowledge centered support, from the point-of-interaction to service fulfillment of incidents and requests, for continuous service improvement. This position is located in Renton, WA.

Job Functions/Responsibilities

• Provide customer service support interactions via telephone, written correspondence, multi-media service and in person, to find solutions for problems related to service management platform & application functionality.  
• Provide customer service support on requests | as (Tier-3) Subject-Matter-Expert [SME] | be responsible for efficiently managing the relationship with these customers, and thoroughly documenting their cases.
• Provide follow-thru on the resolution of work items (with each case) by efficiently analyzing root cause problems, developing case solutions thru consultations with SME’s, supported by known position responses from Knowledgebase (KB) | Frequently Asked Question (FAQ) responses.
• Provide follow-thru to resolve all cases within the support boundaries (T3 SME). If not resolvable, collaborate with Program Owner | SME escalation resources needed to resolve customer issues, and manage case till resolution | closure.
• Coordinate a process improvement forum (retrospect) with process owners, to identify recurring cases in order to eliminate | reduce support escalations.
• Coordinate the creation and maintenance of self-service support information by process owners, such as process models, KB articles, and FAQ’s.

Qualifications

• 3-5+ years' of professional experience with a background in computer science, information technology or information systems | Ability to explain the benefits of various software products & services to customers | Ability to answer technical questions about the technology & platform components of the solution.
• Knowledge of software development life cycle scaled agile method, and project life-cycle management.
• Knowledge of application program interface (API) | Web | Micro services | the set of codes, standards, or specifications that enable one software platform or application to communicate with another, to access its data and functionality.
• Knowledge of multi-tier client server architecture, cloud computing and network operations software support.
• Excellent communication skills | spoken and written English and technical writing | analytic and communications precision.
• Strong research, diagnostic and problem-solving skills | logical thought process, ability to differentiate root causes versus symptoms, and demonstrate use of deductive reasoning through hypothesis testing.
• Motivated self-starter with the ability to work in a matrix environment.
• Strong customer support experience in managing a case from the point of customer interaction to service fulfillment on resolution of issue.
• Excellent demonstrated customer service skills:
• • Proactive | offer help or recommendations before customers ask or provide first contact if aware of an issue.
  • Personalized | know who your customers are and what they want | ask questions, use social media, and conduct surveys to gather insight.
  • Convenient | provide options to get service | in-person, over the phone, online through email, char or social media direct messages.
  • Competent | knowledgeable about the technology environment, the product and services provided, so that customer issues are resolved appropriately.

Education/Training

• Bachelor's degree in Computer Science, Information Technology, or Information Systems required.

PACCAR Benefits

As a U.S. PACCAR employee, you have a full range of benefit options including:

• 401k with up to a 5% company match
• Fully funded pension plan that provides monthly benefits after retirement
• Comprehensive paid time off – minimum of 10 paid vacation days (additional days are provided with additional seniority/years of service), 12 paid holidays, and sick time
• Tuition reimbursement for continued education
• Medical, dental, and vision plans for you and your family
• Flexible spending accounts (FSA) and health savings account (HSA)
• Paid short-and long-term disability programs
• Life and accidental death and dismemberment insurance
• EAP services including wellness plans, estate planning, financial counseling and more

Diversity & Inclusion

PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability corporation. Having a diverse and inclusive work environment ensures PACCAR has the talent needed to conduct business today and in the future by leveraging different backgrounds, skills, and viewpoints. We believe diversity in the workplace increases innovation, results in better decisions, and increases employee engagement.

PACCAR’s IT Division promotes Diversity and Inclusion through mentorship, events, celebrations, and affinity groups. The IT Division has an active Diversity Council and supports initiatives and activities for all. PACCAR supports women through the PACCAR Women’s Association (PWA), Women in Trucking, and Women in Technology International (WITI). Educational awareness programs such as Unconscious Bias, Male Allyship and Inclusive Leadership are just a few of many trainings offered. PACCAR is a supporter of PRIDE and celebrates many different multi-cultural events.

Additional Job Board Information

PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability. At PACCAR, we value talent and promote growth and development. We carefully consider numerous compensation factors, including your education, training, or experience. The salary range for the Business Analyst - Service Management is $84,000 - $131,700 annually. Additionally, this role is eligible for a full range of benefit options listed above. Additionally, this role is eligible for a full range of benefit options listed above. This position is also eligible for a holiday gift.

#LI-MK1