IT Support Analyst

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar yourejoining 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 dontjust 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.

IT IS YOUR TIME!

Caterpillar Inc. is the worlds 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 weve 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 global dealer network provide exceptional value that helps customers succeed.

When you join Caterpillar youre 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 dont 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.

If you are looking for personal and professional growth in a company with an inclusive culture which seeks equity respects differences and believes in peoples potential this is the right place. We consider people with disability candidates and those with diversity in gender culture ethnicity religion age generation race nationality and sexual orientation.

Important:

- Dont forget to include a resumé in English in your profile in Workday

- Please frequently check the email associated with your application including the junk/spam as this is the primary correspondence method. If you wish to know the status of your application please use the candidate log-in on our career website as it will reflect any update s to your status.

Job Description Summary:

Supports the ChatIT/ServiceNow Virtual Agent program by designing and delivering conversational experiences that improve selfservice and user satisfaction. Assists in developing testing and implementing Virtual Agent topics integrations and related application systems.

What you will do:

- Assist in developing and configuring Virtual Agent topics and related integrations for small or well-defined projects under guidance from senior team members.

- Support the preparation of technical and procedural documentation required for Virtual Agent/application system development.

- Create simple flowcharts or diagrams (e.g. using Visio) to illustrate processing logic for conversational flows.

- Help implement solutions by writing or configuring basic application logic performing functional tests troubleshooting issues and updating documentation as directed.

- Follow established timelines for regular ServiceNow releases; assist in planning and coordinating updates under supervision.

- Log and track support cases with ServiceNow (HI portal) including documenting steps monitoring progress and validating fixes with guidance.

- Update and maintain work items in Azure DevOps (Boards/Backlogs/Sprints) and assist with backlog refinement activities alongside IT owners and SMEs.

- Apply basic ITSM concepts (Incident Request Problem Change Knowledge) when helping design flows or reviewing solutions.

- Contribute ideas for improving Virtual Agent experiences and assist in piloting enhancements; learn to measure results using provided data and tools.

- Assist in analyzing data from Virtual Agent interactions and system logs to help identify issues and suggest areas for improvement.

- Help draft user communications for new features and self-service solutions.

- Participate in user feedback sessions to understand pain points and incorporate insights into solution design.

Skills:

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.

Requirements Analysis: Knowledge of tools methods and techniques of requirement analysis; ability to elicit analyze and record required business functionality and non-functionality requirements to ensure the success of a system or software development project.

System Testing: Knowledge of system and software testing; ability to design plan and execute system testing strategies and tactics to ensure the quality of software at all stages of the system life cycle.

Basic requirements:

- Bachelors degree

- Pre-Advanced English

- Basic background in programming logic to understand flow control conditions and data handling for Virtual Agent topics and integrations.

- Troubleshooting skills

Top candidates will also have:

- ITSM knowledge

- Servicenow knowledge

Note: This position requires the candidate to work on-site five days a week.

Some of the offered benefits*:

Medical plan

Dental plan

Medicines reimbursement

Psychological Legal Social and Finance Support Program

Private pension plan

Profit share

Meal assistance

Christmas basket

Transportation

Life and personal insurance

Extended maternity and paternity leave

Employee resources group (Young Professional Women in Networking LAMBDA (LGBTQIA) Latin Group and Active in Sport

*Caterpillar reserves the right to change or modify benefits at any time subject prior notice and in compliance with legal requirements. Benefit elegibility may vary by position and location

The Recruitment & Selection area emphasizes that it does not use personal emails and/or emails from other domains (@gmail @hotmail etc.) to contact candidates. Available vacancies are only advertised through the companys official channels ( and official Caterpillar emails are mandatory followed by the domain @. Also the company does not request any type of payment (bank transfer pix etc.) for the purposes of the selection process. For more information click on the link: Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

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