Digital Operations Support Analyst – Cat Customer Support

Role Overview

As a Digital Operations Support Analyst on the Cat Customer Support team, this position works closely with business stakeholders, support teams, and engineering partners to ensure the successful operation of Digital Marketing platforms.

What You Will Do

Lead day-to-day support operations for a portfolio of Digital Marketing, Content Supply Chain, DAM, eCommerce, and customer-facing digital platforms.

Why It Might Be a Fit

Ability to collaborate effectively with business stakeholders, Dealers, customers, product teams, engineering, DevOps/SRE, and support organizations.

Requirements

• Experience supporting enterprise digital platforms, including AEM, DAM, eCommerce, Salesforce, Digital Marketing, and customer experience solutions.
• Strong business analysis, data analytics, and continuous improvement experience, including KPI reporting, Power BI/Tableau, customer trends, and business case development.
• Experience with Agile delivery methodologies, project management, SDLC, and tools such as Jira, Azure DevOps, Rally, or Mingle.
• Experience managing support workflows and collaborating with Tier 1 and Tier 2 support organizations to improve service quality and customer outcomes.
• Ability to collaborate effectively with business stakeholders, Dealers, customers, product teams, engineering, DevOps/SRE, and support organizations.
• Proficiency with Microsoft 365 applications, including Excel, PowerPoint, Word, and Teams, along with experience creating executive presentations and operational reporting.
• Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, Business, or related field, or equivalent experience.

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