Digital Operations Support Analyst - Cat Customer Support

Caterpillar Inc.•Illinois, IL

4d•$97,530 - $146,290

About The Position

As a Digital Operations Support Analyst on the Cat Customer Support team, this role works closely with business stakeholders, support teams, and engineering partners to ensure the successful operation of Digital Marketing platforms. The position manages support operations for several key initiatives, including the Content Supply Chain, and serves as a liaison between business users and Agile delivery teams. It provides operational leadership for incidents, service requests, defects, enhancements, and platform support activities. The role leads day-to-day support for Digital Marketing, Content Supply Chain, DAM, eCommerce, and customer-facing digital platforms; coordinates escalations and communications; monitors platform health and service metrics; and drives continuous improvement. It also develops operational documentation and training, guides Tier 1 teams, onboards new products and services into Customer Support, prepares support models and readiness plans, and reports operational performance to leadership and stakeholders.

Requirements

Knowledge of problem-solving approaches, tools, and techniques, and ability to apply them to diverse organizational, operational, or process problems.
Knowledge of customer support operations, policies, procedures, and service delivery frameworks, with ability to drive positive customer outcomes and operational excellence.
Effective communication skills, including the ability to transmit, receive, and accurately interpret ideas, information, and needs.
Bachelor's degree in Information Technology, Computer Science, Management Information Systems, Business, or a related field, or equivalent experience.

Nice To Haves

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 or 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, and experience creating executive presentations and operational reporting.

Responsibilities

Lead day-to-day support operations for Digital Marketing, Content Supply Chain, DAM, eCommerce, and customer-facing digital platforms.
Coordinate support escalations, customer complaints, and communications across business and technical teams.
Monitor platform health, operational dashboards, KPIs, and service metrics to identify trends, risks, and improvement opportunities.
Champion operational excellence and continuous service improvement across supported platforms.
Analyze case data, customer interactions, support metrics, dashboards, and performance indicators to identify improvement opportunities and shift-left initiatives.
Participate in analyzing customer-reported issues and operational challenges that may require software, process, procedure, or documentation updates.
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.
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 operational readiness for new initiatives.
Lead 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.
Collaborate with project teams to transition solutions from implementation to operational support.
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.