Digital Operations Support Analyst

Caterpillar Inc.•Chicago, IL

1d•$97,530 - $158,480•Onsite

About The Position

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.

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.
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
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

Nice To Haves

Bachelor's degree in Information Technology, Management Information Systems, Computer Science, or Business Management preferred
PMP/Agile certifications

Responsibilities

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.