Digital Operations Support Analyst

Overview

Digital Operations Support Analyst – working closely with a portfolio of 10 to 15 Dealers to support Digital, eCommerce, and Rental application initiatives at Caterpillar’s Cat Digital arm.

• Day‑to‑day management of support for a portfolio of Dealers.
• Coordinate support complaints and communication channels.
• Collect Voice of Dealer / Vendor to drive process improvements.
• Analyze support data, identify trends, and recommend improvements for Customer and Dealer experience.
• Collaborate with peers to gather digital product processes and procedures, supporting Dealers and Customers.
• Provide guidance to Tier 1 support so they can diagnose, troubleshoot, and resolve common technical problems.
• Participate in analysis of Dealer‑identified issues requiring changes to software, procedures, or documentation.
• Onboard new projects into the Cat Customer Support team and manage steady‑state support projects.
• Develop and conduct monthly business reviews with Dealers.
• Communicate with Dealers, understand needs, and recommend process improvements.
• Participate in quarterly PI Planning for Cat Customer Support.
• Coordinate enterprise growth by representing and deploying specific platform capabilities of Caterpillar’s eBusiness solutions with partners.
• Support partners in deploying digital capabilities, focusing on delivering customer and business value.
• Help coordinate with capability experts to utilize platform capabilities for value creation.
• Support team members in driving digital execution within the framework of enterprise tools, processes, and strategies.
• Organize dashboards, metrics, reports for team members and partners.
• Support collaboration, coordination, training, communication, and alignment across related teams, projects, and strategies.
• Assist with future‑focused global and industry impact assessment of digital programs and deployments.

• Bachelor’s degree in Information Technology, Management Information Systems, Computer Science, or Business Management (preferred).
• Proven experience as a Business Analyst, Data Analyst, or Project Manager.
• Experience with Agile project management tools such as Mingle, Visual Studio Team Services, Rally, or JIRA.
• Strong data analysis skills and experience with BI tools such as PowerBI or Tableau.
• Effective communication with internal and external stakeholders, including Dealers, partners, product management, technical support, agents, and customers.
• Knowledge of project/program management methodologies (Agile, Waterfall) and relevant certifications (PMP, Agile).
• Ability to work independently, manage unplanned assignments, and adapt to changing priorities.
• Experience in Contact Center work and basic troubleshooting of digital products.
• Experience creating guidelines, process mapping, and documentation.
• Technical knowledge to support and troubleshoot digital products.
• Proficiency in Microsoft Office and ability to create PowerPoint slides with charts for business value presentation.

Travel required:

5%–15% of working time.

Pay Range: $97,530.00 – $. Compensation and benefits vary by location, role, and performance.

• Medical, dental, and vision benefits
• Paid time off (vacation, holidays, volunteer)
• 401(k) savings plans
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• Health Lifestyle Programs
• Employee Assistance Program
• Voluntary Benefits and Employee Discounts
• Career Development programs
• Incentive bonuses
• Disability benefits and Life Insurance
• Parental leave and Adoption benefits
• Tuition Reimbursement

Caterpillar is an Equal Opportunity Employer, including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply. Visa Sponsorship is not available for this position.