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.

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.

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. The managed services operation provides governance to enable support services to achieve operational efficiency and effectiveness.

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

• 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, chat or social media direct messages.
• Competent
  :
  Knowledgeable about the technology environment, product and services provided, so that customer issues are resolved appropriately.
• 3–5+ years of professional experience 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 the software development life cycle, scaled agile method, and project life‑cycle management.
• Knowledge of application program interface (API), Web, microservices, 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, 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…