Cullerton Group has a new opportunity for a
Technical Business Systems Analyst 5 in
Mossville, IL. The work will be done
100% onsite, 5 days per week, MondayFriday on first shift. This is a
12-month position that can lead to permanent employment with our client. Compensation is
up to $47/hr W2 + full benefits (vision, dental, health insurance, 401k, and holiday pay).Job Summary
The Technical Business Systems Analyst 5 will serve as a
Senior IT Service Delivery Analyst supporting Product Lifecycle Management (PLM). This individual will work with a global team of IT professionals, engineering teams, business stakeholders, suppliers, and managed service partners to lead technical support and coordinate IT service management and delivery. The role focuses on problem management, root cause analysis, KPI reporting, engineering software application onboarding, service governance, and continuous process improvement. The successful candidate will be a highly experienced and assertive ITSM professional capable of independently driving issues to resolution and communicating effectively with technical and business stakeholders.
Key Responsibilities- Lead problem reviews, root cause analysis, trend analysis, and audits in partnership with IT support teams.
- Proactively identify and investigate service-related problems and implement or escalate corrective actions as appropriate.
- Create and analyze KPIs and ServiceNow dashboards and communicate service-performance data and actionable findings to leadership.
- Lead onboarding of engineering software applications while coordinating with enterprise application management teams, software vendors, and business functions.
- Develop, document, implement, and communicate Standard Operating Procedures (SOPs) in alignment with enterprise onboarding, security, governance, and control requirements.
- Manage IT service delivery activities involving SLAs, incident/problem/change management, customer service, and vendor/supplier relationships.
- Partner closely with engineering and business stakeholders to understand requirements and drive timely, accountable results.
Required Qualifications- Bachelors degree in a relevant organizational, service management, vendor management, IT, business, or related discipline.
- 10+ years of experience in IT service delivery, IT service management, or a closely related capacity.
- ITSM/ITIL certification or similar certification required.
- Hands-on experience with ServiceNow, including creating ServiceNow dashboards.
- Experience with Power BI or other reporting/analytics tools.
- Strong understanding of IT Service Management (ITSM) and service operations.
- Experience designing, implementing, documenting, and evaluating Standard Operating Procedures (SOPs).
- Knowledge of Service Level Agreements (SLAs) and experience managing service performance against defined expectations.
- Experience defining, monitoring, analyzing, and reporting Key Performance Indicators (KPIs).
- Strong problem-solving and root cause analysis capabilities.
- Experience with vendor/supplier management and external service providers.
- Strong customer-service management skills and experience supporting internal and external stakeholders.
Preferred Qualifications- Strong proficiency with ITIL frameworks and ITSM best practices.
- Experience with service desk platforms such as ServiceNow and Jira.
- Strong knowledge of incident, problem, and change management processes.
- Understanding of IT infrastructure and enterprise support environments.
- Experience supporting engineering software applications or Product Lifecycle Management (PLM) environments.
- Demonstrated ability to work across global IT, engineering, business, vendor, and managed-services teams.
- Strong attention to detail, initiative, assertiveness, and a demonstrated ability to drive results
Why This Role?
This position offers an opportunity to lead IT service delivery and process improvement for critical engineering and Product Lifecycle Management applications within a large, global manufacturing environment. The role provides significant exposure to IT leadership, engineering teams, software vendors, managed service providers, and enterprise business functions while allowing you to drive measurable improvements in service performance. Cullerton Group provides a professional environment with growth potential and a comprehensive benefits package.