Digital Ops Support Analyst

Career Area:

Digital

Job Description:

JOB PURPOSE: 

To develop and support the system solution functionality of one or more applications or business processes for Caterpillar.  This role will oversee the operational process and procedures for Cat Customer Care with a specialty in eCommerce technical support.

JOB DUTIES:

• Validate business requirements for an application or process.

• Validate solution design, including prototyping and configuration for an application or process

• Validate process documentation for the application or process.

• Participate in test script creation for new content releases or deployments for an application or process.

• Review and approve test plans as required by new content releases or deployments for an application or process.

• Review and approve end user training materials for an application or process.

• Establish business rules for the use of an application or process.

• Establish security data classifications for the application or process.

• Business escalation point for any conflicts or concerns with the application or process.

• Assist in managing contracts as needed for consulting or external interfaces for the application or process.

• Represent the application or process with other areas of the business who use or integrate with this part of the business.

• Seek input from relevant areas of the business that should have inputs to this application or process.

• Understanding, evaluating and reacting to routine problems or situations with external contacts is also part of this assignment. 

• Interaction is within the framework of existing business policies and practices and/or established business relationships.

• Problems and issues usually involve careful interpretation, analysis or diagnosis. 

• Identify the nature of a complex or undefined problem and then develop the best solution or application from numerous alternatives.

• Develop well-prepared action plans for the current year and has a clear sense of what needs to be achieved in the year to come. 

Basic Qualifications:

• Requires a college or university degree, technical certification or equivalent experience.

• 5 or more years of experience working in technology or operations.

• Interpersonal skills to deal with sensitive, emotional or potentially controversial situations.

• Ability to influence behavior change in people (including customers, suppliers, other employees, dealers, etc.) and/or obtain the cooperation and commitment of subordinates as needed

• This position should be familiar with project management methodologies as they will participate in multiple projects representing expertise for the application or process. 

Top Candidates Will Have:

• Experience with the use of ServiceNow, specifically Incident Management and Change Management

• Experience with the use of Salesforce, specifically for Customer Relationship Management

• Experience in Contact Center Operations, specifically related to customer experience and/or customer support

• Strong planning and communication skills

• Strong critical thinking and a technical background focused on troubleshooting

• Vendor Management experience

#LI

#BI

EEO/AA Employer.  All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

Not ready to apply? Submit your information to our Talent Network here .