IT Analyst Virtual Agent
Caterpillar
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Benefits offered by this job
Job summary
Caterpillar Inc. is seeking an IT Analyst Virtual Agent to design, develop, test, and improve conversational IT services. You will work with ServiceNow, Azure DevOps, and ITSM practices to deliver efficient user experiences.
The role offers hands-on work in ServiceNow, conversational AI, and process automation, with opportunities to grow skills in IT service management and automation on a global platform. On-site five days a week with collaborative team support.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- Basic knowledge of programming concepts and software testing.
- Professional experience in IT, software development, systems support, automation, or ITSM.
Responsibilities
- Assist in developing, configuring, testing, and maintaining ServiceNow Virtual Agent topics.
- Document user journeys, flows, and technical diagrams for Virtual Agent solutions.
- Support testing, troubleshooting, and validation of solutions before deployment.
- Track issues and support cases in ServiceNow and Azure DevOps.
- Collaborate with IT teams and business partners to improve digital self-service experiences.
Skills
Education
Tools
Job description
Technology, Digital and Data
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.
Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For 100 years, we’ve 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.
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.
If you are looking for personal and professional growth, in a company with an inclusive culture, which seeks equity, respects differences and believes in people's potential, this is the right place. We consider people with disability candidates and those with diversity in gender, culture, ethnicity, religion, age, generation, race, nationality and sexual orientation.
As an IT Analyst Virtual Agent, you will support the Chat-IT/ServiceNow/Amazon Connect Virtual Agent program by helping design, develop, test, and improve conversational experiences that make it easier for users to access IT services and information.
This is an opportunity designed for professionals who are interested in building their skills in ServiceNow, conversational technologies, IT Service Management (ITSM), application development, and automation. You will work alongside experienced team members and business partners, gaining hands‑on experience while contributing to Virtual Agent solutions and continuous improvements.
- Assist in developing, configuring, testing, and maintaining ServiceNow Virtual Agent topics and conversational flows, with guidance from experienced team members.
- Support the creation of user journeys, flowcharts, process diagrams, and technical documentation for Virtual Agent solutions.
- Help configure basic application logic, test solutions, troubleshoot issues, and document results.
- Support ServiceNow releases and enhancements by assisting with testing, validation, documentation, and implementation activities.
- Help track and document technical issues and support cases with ServiceNow.
- Maintain work items in Azure DevOps, including Boards, Backlogs, and Sprints, and participate in backlog refinement activities.
- Apply ITSM fundamentals, such as Incident, Request, Problem, Change, and Knowledge Management, when supporting conversational flows and solutions.
- Assist with gathering and documenting business and user requirements.
- Analyze Virtual Agent interactions, system information, and user feedback to help identify opportunities for improvement.
- Participate in testing Virtual Agent behaviors, integrations, escalation paths, and other application components.
- Collaborate with IT teams, subject matter experts, and users to understand needs and support solution development.
- Contribute ideas to improve the user experience, self-service capabilities, and adoption of new solutions.
- Core Application Systems: Familiarity with core application systems, their key functions and business purpose, and the ability to locate and use relevant system documentation.
- Problem Solving: Familiarity with structured problem-solving approaches, including analyzing issues, following established resolution procedures, and appropriately reporting or escalating problems.
- System Testing: Knowledge of standard system and software testing practices, including testing processes, identification of common issues, and validation of solutions before implementation.
- Bachelor’s degree in Information Technology, Computer Science, or related field
- Pre-Advanced English.
- Professional experience in Information Technology, software/application development, systems support, automation, ITSM, or a related area.
- Basic knowledge of programming or application development concepts.
- Basic understanding of software testing and troubleshooting.
- Ability to work collaboratively with technical and business teams.
- Strong analytical, problem‑solving, and communication skills.
- Internship, academic project, or professional experience with ServiceNow, especially ITSM or Virtual Agent.
- Familiarity with conversational AI, chatbots, Virtual Agents, or Natural Language Understanding (NLU) concepts.
- Exposure to ITSM processes such as Incident, Request, Problem, Change, or Knowledge Management.
- Familiarity with Azure DevOps, Agile practices, Boards, Backlogs, or Sprints.
- Experience creating process flows, user journeys, or diagrams using tools such as Visio.
- Exposure to application integrations, APIs, data flows, or system interfaces.
- Academic, internship, or professional experience with software/application testing.
- Curiosity about emerging technologies and an interest in improving digital self‑service experiences.
Note: This position requires the candidate to work on-site five days a week.
- Medical plan
- Dental plan
- Medicines reimbursement
- Wellhub
- Psychological, Legal, Social and Finance Support Program
- Private pension plan
- Profit share
- Christmas basket
- Transportation
- Life and personal insurance
- Extended maternity and paternity leave
- Employee resources group (Young Professional, Women in Networking, LAMBDA (LGBTQIA+), Latin Group and Active in Sport)
*Caterpillar reserves the right to change or modify benefits at any time, subject prior notice and in compliance with legal requirements. Benefit elegibility may vary by position and location.
The Recruitment & Selection area emphasizes that it does not use personal emails and/or emails from other domains (@gmail, @hotmail, etc.) to contact candidates. Available vacancies are only advertised through the company's official channels ( www.caterpillar.com/careers.html; https://www.linkedin.com/company/caterpillar-inc) , and official Caterpillar emails are mandatory followed by the domain @cat.com. Also, the company does not request any type of payment (bank transfer, pix, etc.) for the purposes of the selection process. For more information click on the link: https://www.caterpillar.com/pt/careers/apply-now/help.html
outubro 6, 2026 - outubro 16, 2026
Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply
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