Digital Operations Support Analyst

Beschrijving

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:

The Digital Operations Support Analyst partners closely with product owners to support a portfolio of Caterpillar applications. This role is responsible for delivering actionable support insights, enabling data-driven decision-making, and ensuring alignment between support and product teams. The analyst will play a key role in improving customer and dealer experiences by translating support data into meaningful improvements and ensuring readiness for application releases and updates.

What You Will Do:

• Manage day-to-day relationships and projects for a portfolio of 5–8 internal business partners
• Analyze support data to identify trends, root causes, and opportunities for process improvement
• Collaborate with product teams to document and maintain support processes and procedures
• Lead onboarding and hypercare activities for new support initiatives and digital programs
• Manage steady-state support operations and continuous improvement efforts
• Develop and deliver monthly or quarterly business reviews focused on performance insights and optimization opportunities
• Participate in quarterly planning and project roadmap discussions

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.
• Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.
  

Considerations For Top Candidates Include:

• Experience with VisionLink™, SOS or similar fleet management applications
• 5+ years of experience in data analysis, support operations, or project management
• Knowledge of Agile and/or Waterfall project management methodologies
• Proven ability to document processes, requirements, and workflows
• Experience using BI tools (e.g., Power BI) to measure KPIs and generate actionable recommendations
• Experience supporting or analyzing digital products, with a strong focus on data-driven insights
• Ability to transform raw data into meaningful insights for decision-making
• Basic technical aptitude for supporting and troubleshooting digital applications
• Experience creating executive-ready presentations using PowerPoint
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, etc.)

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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