Digital Operations Support Analyst

Caterpillar Inc.•Peoria, IL

1d•$89,210 - $133,810•Onsite

About The Position

Our Product Support and Logistics Division (PSLD) is one of the most innovative divisions within Caterpillar. In PSLD, as within all of Caterpillar, our priority is our customers and helping them build a better world. We touch nearly every element of the services value stream. PSLD is responsible for Aftermarket Parts Distribution of Cat Parts, Integrated Logistics and Global Services supporting Caterpillar dealers and customers. Our teams work together in critical areas that leverage digital capabilities, technology and operational excellence. As a Digital Operations Support Analyst, this position will support the Cat SOS Services digital systems platform. This position will manage the data upload process, support the SOS 2.0 deployment, troubleshoot and address escalated help desk support tickets, interact with dealer users around the world, and work on development projects.

Requirements

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.

Nice To Haves

4-year degree from an accredited college or university (e.g. Bachelor's in a Science field (Chemistry, Biology, Physics) or Information Technology, Computer Science, or Business Management or related field)
Minimum 2 years of work experience
Experience with SOS Services operational processes
PMP/Agile certifications
Self-starter who can come up to speed quickly
Works with little direction and supervision, makes time for unplanned assignments, and adaptable to changing priorities
Experience in Agile project management tools such as Azure DevOps
Excellent planning, and organization skills
Strong analytical skills with ability to identify multiple approaches to problem solving and recommend the best solution
Ability to simultaneously work on multiple projects of different sizes
Development experience
Personal skills with the ability to support a diverse worldwide user base

Responsibilities

Coordinate, gather and upload fluid analysis data for dealer and customer visibility in downstream systems.
Coordinate enterprise growth through representing and/or deploying the Cat SOS Services platform 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.
Creates, analyzes and validates business requirements, translating them into detailed functional requirements and user stories, and defining and validating acceptance criteria and test cases. The incumbent will be responsible for creating user stories, defining dependencies, impacts and acceptance criteria, and obtaining requirements signoff from requesting business partners.
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 digital projects that identify linkages and synergies across business units, industries and/or Dealers.
Supports proper collaboration, coordination, training, communication and alignment among related areas, projects and strategies within the team and with internal and/or Dealer partners.
Reinforces digital awareness through communication and identity programs in global regions and multiple business units, industry groups and/or Dealers.
This role will help coordinate materials and efforts necessary to convey and execute digital strategy. Supports future-focused assessment of global and industry impact related to digital programs and deployments, and helps other consultants coordinate efforts.
Assists in coordinating efforts and/or gathers information to solve issues and problems requiring careful analysis and diagnosis. Proactively seeks to develop personal digital acumen.
Tracks and monitors progress, typically via metrics reporting.
Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time.