Digital Operations Support Analyst - Cat Customer Support

Caterpillar Inc; Illinois; On-site; USD 98,000 - 146,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid time off

401(k) savings

HSA

FSA

Career development

Incentive bonus

Disability benefits

Life Insurance

Parental leave

Tuition reimbursement

Job summary

Caterpillar Inc. in the United States (Illinois) is seeking a Digital Operations Support Analyst to join the Cat Customer Support team.

You will work with stakeholders, support teams, and engineering partners to ensure reliable operation of Digital Marketing platforms, manage incidents, service requests, defects, and platform readiness across initiatives. You will analyze data, monitor KPIs, drive continuous improvement, and mentor Tier 1 support teams while partnering with product, engineering,

Qualifications

• Experience supporting enterprise digital platforms such as AEM, DAM, eCommerce, Salesforce.
• Strong analytics and KPI reporting using Power BI/Tableau.
• Familiar with Agile delivery and tools like Jira, Azure DevOps, Rally, or Mingle.
• Ability to collaborate with stakeholders, product teams, engineering, and support organizations.
• Knowledge of Microsoft 365 apps (Excel, PowerPoint, Word, Teams).

Responsibilities

• Lead day-to-day support operations for Digital Marketing, Content Supply Chain, DAM, eCommerce, and customer platforms.
• Coordinate escalations and communications across business and technical teams.
• Monitor platform health and service metrics to identify trends and risks.
• Champion operational excellence and continuous service improvement across supported platforms.
• Analyze case data, customer interactions, and dashboards to identify improvements.
• Support onboarding of new products and ensure readiness for support.

Skills

Problem solving

Effective communications

Customer support policies

Education

Bachelor's degree in IT/CS/MIS/BA or related field

Tools

Jira

Azure DevOps

Rally

Mingle

Power BI

Tableau

Salesforce

AEM

DAM

eCommerce

Job description

Career Area:

Technology, Digital and Data

Job Description:

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:

$97,530.00 - $146,290.00

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

Visa Sponsorship is not available for this position.

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.