Senior Digital Operations 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.

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.

Job Summary:

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.

What you will Do:

Collaborate with the digital call center tiers 12 & 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.

What You Will Have:

• 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 organizations 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.

Considerations for Top Candidates:

• Working knowledge of JIRA and Azure DevOps (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

Additional Information:

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

#LI

#BI (used to post on Built In Chicago)

What You Will Get:

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

About Caterpillar

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.

Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors job level market locationjob-related knowledge skills individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility terms and guidelines. This is a summary list of benefits.

• Medical dental and vision benefits*

• Paid time off plan (Vacation Holidays Volunteer etc.)*

• 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*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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