Senior Digital Operations Support Analyst

Career Area:
Technology, Digital and Data Job Description

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live.

Together, we are building a better world, so we can all enjoy living in it.

Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics, and AI capabilities to help our customers build a better, more sustainable world.

The Onboarding team at Cat Digital is seeking a dedicated individual to provide comprehensive support to customers and dealers regarding product implementation, customization, inquiries, and issue resolution. As a member of the product management team for Customer Admin Tool and , you will collaborate closely with digital product teams, dealer representatives, and engineering support teams to address concerns and contribute to the ongoing improvement of our web-based products used for customer registration and access to digital applications.

Collaborate with the digital call center, tiers 1,2 & 3 support teams, as well as product management, to promptly resolve issues and ensure a high-quality product.

• Participates in analysis of customer and dealer identified issues or problems which may require changes to software, procedures, or documentation.
• Assists with implementing new products, new releases and software upgrades. Responds to inquiries and requests from clients.
• Develop processes and materials that improve the use or maintenance of our digital solutions.
• Lead the collection and reporting on product quality metrics including availability and incident resolution.

• Effective Communications: Extensive understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Problem Solving: Working knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• Customer Support Policies, Standards and Procedures: Working knowledge of the organization's customer support policies, standards and procedures; ability to guide customers on all company interactions.
• Software Product Technical Knowledge: Extensive knowledge of technical aspects of a software products; ability to design, configure and integrate technical aspects of software products.

• Working knowledge of JIRA and Azure Dev Ops (formerly VSTS), Confluence
• Knowledge of Caterpillar business and dealership operations preferred
• Advance knowledge of Excel, MS PowerPoint, and MS Project
• Working knowledge of SQL and Snowflake are desirable

This position will have the option to be based out of our Chicago, IL;
Peoria, IL or Denver, CO offices.

Working with a Fortune 100 leader, you can build your career on a global scale and take advantage of development opportunities with emerging technologies. We’ve created an inclusive environment for you to explore your passions, make an impact and do the work that really matters. Join Us.

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our…