Caterpillar, Inc

Digital Operations Support Analyst

Caterpillar, Inc$97K — $158K *
Enterprise Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree preferred in IT, computer science, or business management
  • Experience as a Business/Data Analyst or Project Manager
  • Familiarity with Agile tools like JIRA or Rally
  • Strong data analysis skills using BI tools like PowerBI or Tableau
  • Excellent communication skills with various stakeholders
  • PMP/Agile certifications preferred
  • Ability to work independently and manage priorities

Responsibilities

  • Manage daily operations for a portfolio of 10-15 Dealers
  • Coordinate and address support complaints and communication
  • Collect and analyze Voice of Dealer/Customer feedback
  • Develop guidelines for Tier 1 support to resolve tech issues
  • Conduct monthly business reviews with Dealers
  • Participate in quarterly PI Planning sessions
  • Facilitate onboarding of new projects into the support team

Benefits

  • Medical, dental, and vision insurance
  • Paid time off (vacation, holidays, volunteer days)
  • 401(k) savings plan
  • Health Savings Account (HSA)
  • Flexible Spending Accounts (FSAs)
  • Employee Assistance Program
  • Tuition Reimbursement
  • Incentive bonuses
  • Parental leave and adoption benefits
Full Job Description
Career Area:
Technology, Digital and Data

Job Description:

Job Summary:

As a Digital Operations Support Analyst, this position will work closely with a portfolio of Dealers to assist them in Digital, eCommerce, and Rental application support. This role will have primary responsibility for creating, analyzing and validating business requirements, translating them into detailed functional requirements and user stories, and defining acceptance criteria and test cases. This position includes the opportunity to work closely with the Agile delivery team and stakeholders to execute digital initiatives enabling business imperatives.

What You Will Do:
  • Day to day management in supporting a portfolio of 10 to 15 Dealers
  • Coordinate support complaints and associated communication avenues
  • Collect Voice of Dealer / Voice of Customer to drive process improvements.
  • Analyze support data and identify trends to drive process improvements and improve the Customer and Dealer experience.
  • Work directly with peers for gathering digital product processes and procedures as it results in supporting our Dealers and Customers.
  • Providing guidelines to Tier 1 support team so they may diagnose, troubleshoot and resolve common technical problems.
  • Participates in analysis of Dealer identified issues or problems which may require changes to software, procedures, or documentation.
  • Onboarding new projects into the Cat Customer Support team
  • Project management of steady state support projects
  • Develop and conduct monthly business reviews with Dealers
  • Communications to Dealers - understanding their needs and providing recommendations back to Dealers on how to make necessary process improvements to improve the Dealer and Customer experience.
  • Participate in quarterly PI Planning for Cat Customer Support
  • Coordinate enterprise growth through representing and/or deploying a specific platform or group of capabilities of Caterpillar's world class eBusiness solutions with our enterprise, industry and/or Dealer partners.
  • Support appropriate partners in deploying digital capabilities, focusing on delivering customer and business value as defined in a variety of ways, typically in the form of online leads, attributable sales, parts sales and support activities - the full customer lifecycle.
  • Proactively seek to understand the marketing and business objectives of appropriate partners and help coordinate with capability experts on how, when and where capabilities can be best utilized to drive value.
  • Supports appropriate team members in driving and/or deploying digital execution within the framework of enterprise tools, processes and strategies.
  • Helps manage and organize appropriate information, dashboards, metrics and other reports for team members to use with their partners.
  • Supports proper collaboration, coordination, training, communication and alignment among related areas, projects and strategies within the team and with internal and/or Dealer partners.
  • Supports future-focused assessment of global and industry impact related to digital programs and deployments, and helps other consultants coordinate efforts.


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; ability to guide customers on all company interactions.


Considerations For Top Candidates Include:
  • Bachelor's degree in Information Technology, Management Information Systems, Computer Science, or Business Management preferred
  • Proven experience as a Business Analyst / Data Analyst / Project Manager
  • Experience in Agile project management tools such as Mingle, Visual Studio Team Services, Rally, JIRA
  • Thorough data analysis skills, working with BI tools such as PowerBI or Tableau to measure KPI's and generate recommendations for actions and continuous improvement.
  • Ability to effectively communicate with internal & external teams which may include Dealers, stakeholders, business partners, product management, technical support, agents and customers.
  • Knowledge with project/program management methodologies which may include Agile and Waterfall
  • PMP/Agile certifications
  • Works with little direction and supervision, makes time for unplanned assignments, and adaptable to changing priorities
  • Experience in Contact Center work.
  • Knowledge of major products and services, product and service groups; ability to apply knowledge of product and service appropriately to diverse situations.
  • Experience creating guidelines on processes and procedures through requirements gathering, mapping and documentation.
  • Utilizing raw data and subsequently converting it into information useful for decision-making.
  • Basic technical knowledge for supporting and troubleshooting digital products.
  • Creation of PowerPoint slides with charts to drive business value
  • Understanding of MS Suite


Additional Info:
  • Moderate travel required (5%-15% of working time)


Summary Pay Range:

$97,530.00 - $158,480.00

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.

Posting Dates:
June 29, 2026 - July 5, 2026

About Caterpillar, Inc

Progress Rail Services Corporation, a Caterpillar company, is one of the largest integrated and diversified suppliers of railroad and transit system products and services worldwide. Since its acquisition by Caterpillar Inc. in 2006, Progress Rail has used the Caterpillar international footprint to gain quick and widespread notice and approval across the globe. Product technology, reliability and durability, along with legendary aftermarket parts and service support, have been their keys to success. Caterpillar is the world's leading manufacturer of construction and mining equipment, diesel and natural gas engines and industrial gas turbines. The technology and world reach of Caterpillar, combined with the service standard and historical reliability of Progress Rail, ensures their products and services make a growing impact on the world rail industry. With their acquisition of Electro-Motive Diesel (EMD), Progress Rail is the world's largest builder of diesel-electric locomotives for all commercial railroad applications including freight, intercity passenger, commuter, switching, industrial and mining. EMD is also a global provider of diesel power engines for marine propulsion, offshore and land based oil well drilling rigs and stationary power generation. Electro-Motive is the only diesel engine manufacturer of its size to have produced more than 70,000 engines. This success stems from product reliability, serviceability, load acceptance capability, low operating costs and ease of maintenance with standardized components.

Caterpillar, Inc. Careers

Join the robust team at Caterpillar, Inc., a global leader in construction and mining equipment, where innovation drives everything we do. As part of our team, you'll engage in work that improves the world and furthers your career with every project you touch.

Work You’ll Do

At Caterpillar, Inc., you will have the opportunity to contribute to a variety of groundbreaking projects that extend across the globe. Our commitment to leadership in the industry is unwavering, and we achieve it through a culture that fosters diversity and leadership development.

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Caterpillar offers a wide range of job opportunities and career paths, providing a platform for professional growth and development. Whether you're interested in engineering, sales, marketing, or management, Caterpillar has a position that will utilize your unique skills and talents. We are continuously hiring innovative minds to propel our mission forward and maintain our status as industry leaders.

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Choosing a career at Caterpillar means more than just having a job. It means you're part of a team that values diversity and is committed to creating an inclusive environment. We offer competitive benefits to ensure the health and well-being of our employees and their families. These benefits include health insurance, retirement plans, and paid time off, alongside unique perks like professional development and diversity training programs.

Innovation and Leadership

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Prepare for Your Interview

Make a great first impression. Prepare for your interview at Caterpillar by reviewing common questions and practicing your responses. Tailor your resume to highlight the experiences and skills that make you the ideal candidate for the position you are applying for. At Caterpillar, Inc., every role offers the chance to make an impact. Come be a part of our team and drive the future of our global industries. Your career at Caterpillar is not just about what you'll accomplish, but how you'll grow and the innovation you'll lead. Join us and build a career that matters.
Learn more about Caterpillar, Inc
Size
107,700 employees
Market Cap
$125.3 billion
Industry
Net Income
$2.9 billion
Founded
1925
5 Year Trend
+5.8%
Revenue
$41.7 billion
NASDAQ

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