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Digital Operations Support Analyst – Cat Customer Support
Caterpillar Inc.Digital Operations Support Analyst managing support operations for marketing platforms at Caterpillar. Leading initiatives for customer experience and operational excellence across digital solutions.
Posted 7/28/2026full-timePeoria • Colorado, Illinois, Texas • 🇺🇸 United StatesMid-LevelSenior💰 $97,530 - $146,290 per yearWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing digital marketing and customer-facing platforms, with a strong focus on operational excellence, continuous improvement, and data analytics. Proficient in developing support models and collaborating across teams to enhance service quality and customer experience.
Highest-signal resume keywords
Digital Marketing SupportData AnalyticsAgile MethodologiesKPI ReportingCustomer Experience Solutions
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Business AnalysisContinuous ImprovementSupport Workflow ManagementOperational DocumentationPerformance Metrics Tracking
Soft Skills
CollaborationCommunicationProblem-Solving
Tools & Technologies
Power BITableauJiraAzure DevOpsSalesforce
Industry Keywords
Digital PlatformsContent Supply ChainECommerceCustomer SupportService Quality
Tech Stack
Tools & technologiesAEMAzureSDLCTableau
About the role
Key responsibilities & impact- 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.
- 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.
- 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.
- 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.
- Develop and maintain operational dashboards, service-level reporting, and performance metrics.
- Track KPI attainment, ticket health, backlog management, and support performance trends.
- Present operational health reviews and performance updates to leadership and stakeholders.
- Ensure operational transparency through effective reporting and governance practices.
Requirements
What you’ll need- 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
Comp & perks- 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