Digital Operations Support Analyst; Self-Service & AI

Caterpillar Inc.•Peoria, IL

5d•$97,530 - $158,480•Onsite

About The Position

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. Provides self‑service support by testing and evaluating AI‑driven experiences, analyzing live case and self‑service data, and identifying opportunities to shift support scenarios from live contact center cases to scalable self‑service solutions. Responsible for reviewing AI performance, validating response accuracy, and partnering cross‑functionally to convert repeat case drivers into effective self‑service and AI‑enabled resolutions that enable a best-in-class support experience.

Requirements

Knowledge of performance measurement and tuning for systems, processes, content and technical tools.
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.
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.
Experience working with contact center tools such as Salesforce, Microsoft
Experience reviewing customer data, case trends, or digital performance metrics and building a business case for next step recommended actions
Experience with a variety of AI tools
Intermediate knowledge of Microsoft Word, PowerPoint, and Excel
Experience testing or validating AI, virtual assistants, chatbots, or digital self‑service solutions
Experience building an AI agent
Knowledge of contact center operations, self‑service strategy, quality, training, or knowledge management
Understanding of how live case drivers translate into self‑service and AI opportunities
Solid understanding of Business Process Outsourcing environments and supplier partnerships

Nice To Haves

4‑Year degree in an applicable field or equivalent experience preferred

Responsibilities

Test, validate, and evaluate AI-powered self-service solutions to ensure accuracy, relevance, and quality before and after deployment
Analyze case data, customer interactions, dashboards, and KPIs to identify trends, shift-left opportunities, and improvement areas across AI and self-service experiences
Collaborate with Knowledge, Training, Quality, Operations, Business Development and Product partners to convert case‑driven issues into self‑service content, AI intents, and/or guided solutions
Monitor and support improvement of AI containment, deflection, repeat contact drivers, and customer experience indicators
Develop subject matter expertise in supported products, Microsoft tools, AI self‑service strategy, and contact center workflows
Maintain awareness of AI, self‑service, and digital support trends, developments, and best practices
Identify and implement opportunities to streamline processes, improve AI performance, and enhance the customer experience
Maintain and update the knowledge base, FAQs and support documentation that feed into AI training data, ensuring content is current and aligned with customer service objectives.
Collaborate with support leaders and IT teams to gather requirements, prioritize automation initiatives and ensure alignment with business goals.
Develop and maintain process documentation, workflow diagrams and automation playbooks for knowledge sharing and training.
Ensure all automation solutions are compliant with company policies, data privacy regulations and industry standards.
Benchmark automation performance against industry standards and competitors to identify opportunities for further optimization.
Advocate for a culture of continuous improvement and digital innovation within the customer service and support team.
Gather and incorporate feedback from frontline advisors and customers to refine automation solutions and ensure they meet real-world needs.
Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time