Digital Operations Support Analyst - Cat Customer Support

Career Area:

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.

Job Summary:
As a Digital Operations Support Analyst on the Cat Customer Support team, this position works closely with business stakeholders, support teams, and engineering partners to ensure the successful operation of Digital Marketing platforms. This role is responsible for managing support operations for several key initiates including the Content Supply Chain, and serves as a key liaison between business users and Agile delivery teams, providing operational leadership for incidents, service requests, defects, enhancements, and platform support activities.

What You Will Do:

Digital Operations & Service Management

• Lead day-to-day support operations for a portfolio of Digital Marketing, Content Supply Chain, DAM, eCommerce, and customer-facing digital platforms.
• Coordinate support escalations, customer complaints, and associated communications across business and technical teams.
• Monitor platform health, operational dashboards, KPIs, and service metrics to identify trends, risks, and opportunities for improvement.
• Champion operational excellence and continuous service improvement across supported platforms.

Customer Support & Continuous Improvement

• Analyze case data, customer interactions, support metrics, dashboards, and performance indicators to identify improvement opportunities and shift-left initiatives.
• Advocate for a culture of continuous improvement, operational efficiency, and digital innovation within the support organization.
• Participate in analysis of customer-reported issues and operational challenges that may require updates to software, processes, procedures, or documentation.
• Coordinate investigation and resolution of complex technical and business issues across multiple teams.
• Support initiatives that improve customer experience, platform adoption, service quality, and operational effectiveness.

Support Readiness & Knowledge Management

• Develop subject matter expertise across supported digital products, support tools, operational processes, and customer service workflows.
• Create and maintain operational documentation, knowledge articles, support procedures, and training materials.
• Provide guidance and operational direction to Tier 1 support teams to improve troubleshooting effectiveness and first-contact resolution.
• Partner with support organizations to establish repeatable support processes and ensure operational readiness for new initiatives.

Project Onboarding & Operational Enablement

• Lead the onboarding of new products, services, and initiatives into the Customer Support organization.
• Define support models, operational processes, escalation paths, training requirements, and service readiness plans for new capabilities.
• Ensure support teams are prepared to effectively support newly deployed platforms and capabilities.
• Collaborate with project teams to transition solutions from implementation to operational support.

Operational Reporting & Governance

• Develop and maintain operational dashboards, service-level reporting, and performance metrics.
• Track KPI attainment, ticket health, backlog management, and support performance trends.
• Present operational health reviews and performance updates to leadership and stakeholders.
• Ensure operational transparency through effective reporting and governance practices.

What You Will Have:

• 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.
• Customer Support Policies, Standards and Procedures: Knowledge of customer support operations, policies, procedures, and service delivery frameworks, with the ability to drive positive customer outcomes and operational excellence.
• 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.

Considerations For Top Candidates:

• Experience supporting enterprise digital platforms, including AEM, DAM, eCommerce, Salesforce, Digital Marketing, and customer experience solutions.
• Strong business analysis, data analytics, and continuous improvement experience, including KPI reporting, Power BI/Tableau, customer trends, and business case development.
• Experience with Agile delivery methodologies, project management, SDLC, and tools such as Jira, Azure DevOps, Rally, or Mingle.
• Experience managing support workflows and collaborating with Tier 1 and Tier 2 support organizations to improve service quality and customer outcomes.
• Ability to collaborate effectively with business stakeholders, Dealers, customers, product teams, engineering, DevOps/SRE, and support organizations.
• Proficiency with Microsoft 365 applications, including Excel, PowerPoint, Word, and Teams, along with experience creating executive presentations and operational reporting.
• Bachelor's degree in Information Technology, Computer Science, Management Information Systems, Business, or related field, or equivalent experience.

Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-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

Posting Dates:

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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