Digital Tech Support Analyst

Caterpillar Inc.•Mossville, IL

2d•$97,530 - $146,290•Onsite

About The Position

The Digital Tech Support Analyst is responsible for identifying, investigating, and resolving application and user issues in alignment with established standards and processes. This role provides support for a procurement application used across approximately 30 procurement and supply chain locations, including managing user access, security, escalations, and audit support to ensure system reliability and compliance. The role has a strong emphasis on documentation, including the creation and maintenance of Standard Work and Knowledge Articles. Strong written and verbal communication skills are required to clearly document processes, communicate technical information, and collaborate effectively with users and stakeholders across the organization.

Requirements

Bachelor’s degree with 4+ years of experience in Procurement or a related function, or an equivalent combination of education and experience
Strong documentation and written communication skills
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
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.
Business Intelligence: Knowledge of business intelligence; ability to utilize business processes and technologies for gathering, storing, analyzing, and providing access to data that helps the organization make better business decisions.
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

Experience supporting procurement applications
Experience working with Caterpillar suppliers
Experience collaborating with global or international teams

Responsibilities

Define and manage Knowledge Article standards and creation for Digital Product Support
Own and manage the Digital Product Support ticket escalation process; expand process across the product portfolio
Establish, create, and maintain Digital Product Support Standard Work, including ownership of the Standard Work catalog
Support digital product user audits and monthly program quality checks
Provide backup support for Front Line and Product Support functions during Americas business hours
Utilize Microsoft Office tools (Excel, PowerPoint, etc.) to support documentation, reporting, and communication