Sr. Digital Ops Support Analyst

Career Area:
Technology, Digital and Data
Job Description:
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.
Job Summary:
The Senior Digital Operations Support Analyst will work as a member of the Product Management Team to help maximize the value of eCommerce solutions, specifically the new Shop experience on cat.com. The Analyst will collaborate with end users, Cat Dealers, the Product Management team, and the full Shop software development and support teams to reduce defects/bugs with the new Shop experience on cat.com, improve defect resolution times, and drive processes that increase performance and system uptime. This role will help to prioritize Shop support issues and incidents, align with engineering to execute, and communicate regularly with internal partners, Cat Dealers, and customers on the status of defect/incident backlog.
What You Will Do:

• Investigation of certain defects to support Dealers/Operations
• Lead cross functional projects for defect resolution
• Assist with creating, maintaining, and prioritizing the Product Backlog
• Communicate Product Support backlog priorities to the team
• Participate as a team member on the Bug Review Board.
• Collaborate with Product Owners, Business Analysts, and Scrum Masters, as well as the end-users reporting product support issues.
• Identify, investigate and obtain resolution commitments for assigned field issues to maintain and improve digital product performance.
• Issue identification; reports in all forms from customers, dealers, industry reps and subsidiaries
• Resolution of commitments; formally document issues and provide follow-up on the resolution process with industry and development teams.
• Participate in Sprint Planning meetings, Reveals, and Retrospectives
• Responsible for coordinating user acceptance testing to ensure high quality releases going to Production. This will include coordinating with internal Development teams and with Dealers, investigation of dealer feedback, and communication with dealers on issues submitted.
• Stay current with all digital products and applications, also develop and maintain a digital products and application knowledge base.
• Provide digital product and application support to Distribution Services Divisions (DSDs), dealers, Corporate Account Managers, subsidiary service groups, warranty technicians, sales development, product support development, test & evaluation, research, service training, etc.
• Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time.

What You Will Have:
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
Software Product Technical Knowledge: Knowledge of supported software
Technical Troubleshooting: Knowledge of troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.
Considerations For Top Candidates:

• Requires a college or university degree, technical certification or equivalent experience.
• Experience in Product Support (Digital Product Support beneficial)
• Experience managing projects using Agile software tools such as AzDO, VSTS
• Experience supporting Caterpillar Dealers and Customers
• Experience working with onshore/offshore team model
• Strong accountability, teamwork, and interpersonal skills, and communication skills
• Demonstrated ability to communicate appropriately to ensure a team's success
• Strong accountability, planning/organization, and teamwork
• Highly developed interpersonal skills to deal with sensitive, emotional, or potentially controversial situations.
• Excellent oral and written communication skills
• Ability to quickly learn how the eCommerce site functions
• Knowledge of Caterpillar policies and procedures, and a general understanding of Caterpillar's organization.
• Ability to manage work/teams across multiple groups
• Desire to help improve the quality of a product
• Strong desire to help Dealers with problem resolution

What You Will Get:
Working with a Fortune 100 leader, you can build your career on a global scale and take advantage of development opportunities with emerging technologies. We've created an inclusive environment for you to explore your passions, make an impact and do the work that really matters. Join Us.
Additional Information:
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About Caterpillar
Caterpillar Inc. is the world's leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we've been helping customers build a better, more sustainable world and are committed to and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.
This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of "essential job functions" as that term is defined by the Americans with Disabilities Act.
Summary Pay Range:
$110,520.00 - $179,640.00
Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.
Benefits:
Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*
• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
• 401(k) savings plans*
• Health Savings Account (HSA)*
• Flexible Spending Accounts (FSAs)*
• Health Lifestyle Programs*
• Employee Assistance Program*
• Voluntary Benefits and Employee Discounts*
• Career Development*
• Incentive bonus*
• Disability benefits
• Life Insurance
• Parental leave
• Adoption benefits
• Tuition Reimbursement

* These benefits also apply to part-time employees
Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.
Posting Dates:
June 3, 2025 - June 13, 2025
Any offer of employment is conditioned upon the successful completion of a drug screen.
Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities.
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