Digital Operations Support Analyst; Self-Service & AI in Peoria, Illinois

Job Title

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.

Provides self-service support by testing and evaluating AI-driven experiences, analyzing live case and self-service data, and identifying opportunities to shift support scenarios from live contact center cases to scalable self-service solutions. Responsible for reviewing AI performance, validating response accuracy, and partnering cross-functionally to convert repeat case drivers into effective self-service and AI-enabled resolutions that enable a best-in-class support experience.

• Test, validate, and evaluate AI-powered self-service solutions to ensure accuracy, relevance, and quality before and after deployment
• Analyze case data, customer interactions, dashboards, and KPIs to identify trends, shift-left opportunities, and improvement areas across AI and self-service experiences
• Collaborate with Knowledge, Training, Quality, Operations, Business Development and Product partners to convert case-driven issues into self-service content, AI intents, and/or guided solutions
• Monitor and support improvement of AI containment, deflection, repeat contact drivers, and customer experience indicators
• Develop subject matter expertise in supported products, Microsoft tools, AI self-service strategy, and contact center workflows
• Maintain awareness of AI, self-service, and digital support trends, developments, and best practices
• Identify and implement opportunities to streamline processes, improve AI performance, and enhance the customer experience
• Maintain and update the knowledge base, FAQs and support documentation that feed into AI training data, ensuring content is current and aligned with customer service objectives.
• Collaborate with support leaders and IT teams to gather requirements, prioritize automation initiatives and ensure alignment with business goals.
• Develop and maintain process documentation, workflow diagrams and automation playbooks for knowledge sharing and training.
• Ensure all automation solutions are compliant with company policies, data privacy regulations and industry standards.
• Benchmark automation performance against industry standards and competitors to identify opportunities for further optimization.
• Advocate for a culture of continuous improvement and digital innovation within the customer service and support team.
• Gather and incorporate feedback from frontline advisors and customers to refine automation solutions and ensure they meet real-world needs.
• Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time

Additional Details:
Travel up to 10% of the time may be required.

• Performance Measurement and Tuning:
  Knowledge of performance measurement and tuning for systems, processes, content and technical tools.
• Problem Solving:
  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.
• Effective Communications:
  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.

• Experience working with contact center tools such as Salesforce, Microsoft
• Experience reviewing customer data, case trends, or digital performance metrics and building a business case for next step recommended actions
• Experience with a variety of AI tools
• Intermediate knowledge of Microsoft Word, PowerPoint, and Excel
• Experience testing or validating AI, virtual assistants, chatbots, or digital self-service solutions
• Experience building an AI agent
• Knowledge of contact center operations, self-service strategy, quality, training, or knowledge management
• Understanding of how live case drivers translate into self-service and AI opportunities
• Solid understanding of Business Process Outsourcing environments and supplier partnerships
• 4-Year degree in an applicable field or equivalent experience preferred

$97,530.00 - $…