Lead Digital Operations Support Analyst

Caterpillar Inc.•Peoria, IL

1d•Onsite

About The Position

As a Lead Digital Operations Support Analyst, you will provide high-impact support and problem resolution for specific digital products—helping customers successfully adopt new capabilities, navigate upgrades, and resolve technical issues quickly and professionally. You will work across teams to strengthen customer support standards, elevate troubleshooting effectiveness, and improve product reliability through structured issue analysis and clear communication.

Requirements

Problem Solving: Ability to analyze technical and operational issues using available data, assess alternatives, make informed decisions, and recommend solutions that improve system performance and customer outcomes.
Technical Troubleshooting: Ability to diagnose, analyze, and resolve software, application, or operational issues using structured troubleshooting techniques, root‑cause analysis, and established escalation processes.
Performance Measurement and Tuning: Ability to monitor, analyze, and validate application and system performance using established tools and metrics to support troubleshooting, optimization, and issue resolution.
Effective Communications: Ability to clearly transmit, receive, and interpret information with customers and cross‑functional partners, tailoring communication to the audience.

Nice To Haves

Bachelor's degree
End-to-end order process experience
SAP system knowledge
Strong understanding of Equipment Processing Center (EPC) process flows
Solid background in business systems and cross-functional system integration
Strong understanding of Caterpillar’s order management workflows and dealer network operations

Responsibilities

Assist customers with implementing new process.
Respond to inquiries and requests from customers and business partners.
Train customers in process operation and maintenance.
Participate in analysis identified issues or problems which may require changes to process, or documentation.