Digital Operations Support Analyst

Caterpillar Inc.•Peoria, IL

4d•$97,530 - $158,480

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.
Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.
Experience with VisionLink™, SOS or similar fleet management applications
5+ years of experience in data analysis, support operations, or project management
Knowledge of Agile and/or Waterfall project management methodologies
Proven ability to document processes, requirements, and workflows
Experience using BI tools (e.g., Power BI) to measure KPIs and generate actionable recommendations
Experience supporting or analyzing digital products, with a strong focus on data-driven insights
Ability to transform raw data into meaningful insights for decision-making
Basic technical aptitude for supporting and troubleshooting digital applications
Experience creating executive-ready presentations using PowerPoint
Proficiency in Microsoft Office Suite (Excel, PowerPoint, etc.)

Responsibilities

Manage day-to-day relationships and projects for a portfolio of 5–8 internal business partners
Analyze support data to identify trends, root causes, and opportunities for process improvement
Collaborate with product teams to document and maintain support processes and procedures
Lead onboarding and hypercare activities for new support initiatives and digital programs
Manage steady-state support operations and continuous improvement efforts
Develop and deliver monthly or quarterly business reviews focused on performance insights and optimization opportunities
Participate in quarterly planning and project roadmap discussions