Digital Operations Support Analyst

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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, this position will work closely with a portfolio of Dealers to assist them in Digital, eCommerce, and Rental application support. This role will have primary responsibility for creating, analyzing and validating business requirements, translating them into detailed functional requirements and user stories, and defining acceptance criteria and test cases. This position includes the opportunity to work closely with the Agile delivery team and stakeholders to execute digital initiatives enabling business imperatives.

What You Will Do:

• Day to day management in supporting a portfolio of 10 to 15 Dealers
• Coordinate support complaints and associated communication avenues
• Collect Voice of Dealer / Voice of Customer to drive process improvements.
• Analyze support data and identify trends to drive process improvements and improve the Customer and Dealer experience.
• Work directly with peers for gathering digital product processes and procedures as it results in supporting our Dealers and Customers.
• Providing guidelines to Tier 1 support team so they may diagnose, troubleshoot and resolve common technical problems.
• Participates in analysis of Dealer identified issues or problems which may require changes to software, procedures, or documentation.
• Onboarding new projects into the Cat Customer Support team
• Project management of steady state support projects
• Develop and conduct monthly business reviews with Dealers
• Communications to Dealers – understanding their needs and providing recommendations back to Dealers on how to make necessary process improvements to improve the Dealer and Customer experience.
• Participate in quarterly PI Planning for Cat Customer Support
• Coordinate enterprise growth through representing and/or deploying a specific platform or group of capabilities of Caterpillar’s world class eBusiness solutions with our enterprise, industry and/or Dealer partners.
• Support appropriate partners in deploying digital capabilities, focusing on delivering customer and business value as defined in a variety of ways, typically in the form of online leads, attributable sales, parts sales and support activities – the full customer lifecycle.
• Proactively seek to understand the marketing and business objectives of appropriate partners and help coordinate with capability experts on how, when and where capabilities can be best utilized to drive value.
• Supports appropriate team members in driving and/or deploying digital execution within the framework of enterprise tools, processes and strategies.
• Helps manage and organize appropriate information, dashboards, metrics and other reports for team members to use with their partners.
• Supports proper collaboration, coordination, training, communication and alignment among related areas, projects and strategies within the team and with internal and/or Dealer partners.
• Supports future-focused assessment of global and industry impact related to digital programs and deployments, and helps other consultants coordinate efforts.

What You Will Have:

• 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.
• 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 the organization's customer support policies, standards and procedures; ability to guide customers on all company interactions.

Considerations For Top Candidates Include:

• Bachelor's degree in Information Technology, Management Information Systems, Computer Science, or Business Management preferred
• Proven experience as a Business Analyst / Data Analyst / Project Manager
• Experience in Agile project management tools such as Mingle, Visual Studio Team Services, Rally, JIRA
• Thorough data analysis skills, working with BI tools such as PowerBI or Tableau to measure KPI’s and generate recommendations for actions and continuous improvement.
• Ability to effectively communicate with internal & external teams which may include Dealers, stakeholders, business partners, product management, technical support, agents and customers.
• Knowledge with project/program management methodologies which may include Agile and Waterfall
• PMP/Agile certifications
• Works with little direction and supervision, makes time for unplanned assignments, and adaptable to changing priorities
• Experience in Contact Center work.
• Knowledge of major products and services, product and service groups; ability to apply knowledge of product and service appropriately to diverse situations.
• Experience creating guidelines on processes and procedures through requirements gathering, mapping and documentation.
• Utilizing raw data and subsequently converting it into information useful for decision-making.
• Basic technical knowledge for supporting and troubleshooting digital products.
• Creation of PowerPoint slides with charts to drive business value
• Understanding of MS Suite

Additional Info:

• Moderate travel required (5%-15% of working time)

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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