Digital Operations Support Analyst - Cat Customer Support

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.

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. This role is responsible for managing support operations for several key initiates including the Content Supply Chain, and serves as a key liaison between business users and Agile delivery teams, providing operational leadership for incidents, service requests, defects, enhancements, and platform support activities.

Digital Operations & Service Management Lead day-to-day support operations for a portfolio of Digital Marketing, Content Supply Chain, DAM, eCommerce, and customer-facing digital platforms. Coordinate support escalations, customer complaints, and associated communications across business and technical teams. Monitor platform health, operational dashboards, KPIs, and service metrics to identify trends, risks, and opportunities for improvement. Champion operational excellence and continuous service improvement across supported platforms. Customer Support & Continuous Improvement Analyze case data, customer interactions, support metrics, dashboards, and performance indicators to identify improvement opportunities and shift-left initiatives. Advocate for a culture of continuous improvement, operational efficiency, and digital innovation within the support organization. Participate in analysis of customer-reported issues and operational challenges that may require updates to software, processes, procedures, or documentation. Coordinate investigation and resolution of complex technical and business issues across multiple teams. Support initiatives that improve customer experience, platform adoption, service quality, and operational effectiveness. Support Readiness & Knowledge Management Develop subject matter expertise across supported digital products, support tools, operational processes, and customer service workflows. Create and maintain operational documentation, knowledge articles, support procedures, and training materials. Provide guidance and operational direction to Tier 1 support teams to improve troubleshooting effectiveness and first-contact resolution. Partner with support organizations to establish repeatable support processes and ensure operational readiness for new initiatives. Project Onboarding & Operational Enablement Lead the onboarding of new products, services, and initiatives into the Customer Support organization. Define support models, operational processes, escalation paths, training requirements, and service readiness plans for new capabilities. Ensure support teams are prepared to effectively support newly deployed platforms and capabilities. Collaborate with project teams to transition solutions from implementation to operational support. Operational Reporting & Governance Develop and maintain operational dashboards, service-level reporting, and performance metrics. Track KPI attainment, ticket health, backlog