Senior Digital Support Specialist (Self-Help Tools)

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:
Provides support, strategy execution and problem resolution for self-help related support utilizing multiple software tools.
What You Will Do:

• Develops self-help subject matter expertise
• Monitors and evaluates self-help content & tool effectiveness
• Assists clients with implementing new self-help content & features.
• Responds to inquiries and requests from internal partners.
• Support self-help expansion via stakeholder presentations, tool and content testing, content authoring and collaboration with internal and external teams
• Trains stakeholders in product operation and maintenance.
• Participates in analysis of client identified issues or problems which may require changes to software, procedures, or documentation.
• Diagnoses, troubleshoots and resolves common technical problems. Escalates as per procedures.

What You Will Have:
Effective Communications :

• Adapts documents and presentations for the intended audience.
• Communicates well downward, upward, and outward.
• Employs appropriate methods of persuasion when soliciting agreement.

Problem Solving:

• Identifies and documents specific problems and resolution alternatives.
• Examines a specific problem and understands the perspective of each involved stakeholder.
• Develops alternative techniques for assessing accuracy and relevance of information.
• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
• Uses fact-finding techniques and diagnostic tools to identify problems.

Customer Support Policies, Standards and Procedures:

• Collaborates with other functions on establishing and documenting joint standards.
• Advises on the development of customer self-help support policies and practices.
• Implements cross-functional standards and procedures.
• Analyzes existing and evolving procedures for their efficiency and effectiveness.

Software Product Technical Knowledge:

• Supports and participates in major installations and customizations.
• Has knowledge of tool features of the software product.
• Maintains and disseminates information on customer platforms and experiences.
• Collects, documents and maintains product configuration requirements and instances.

Performance Measurement:

• Monitors the performance of self-help effectiveness
• Researches performance objectives and requirements for a content creation
• Validates performance characteristics for specific technologies.

Considerations For Top Candidates:

• Experienced assisting with User Acceptance Testing (UAT)
• Experience working with Salesforce, ideally with Self-Service functions
• Working with Business Intelligence (BI) tools such as PowerBI or Tableau

Additional Details:
This position must be based out of our Peoria, IL office with a flexible hybrid work environment.
#LI-Hybrid
#BI (used to post on BuiltIn Chicago)
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:
Annual incentive bonus plan*
Medical, dental, and vision coverage
Paid time off plan (Vacation, Holiday, Volunteer, Etc.)
401k savings plan
Health savings account (HSA)
Flexible spending accounts (FSAs)
Disability benefits
Life Insurance
Parental leave
Healthy Lifestyle Programs
Employee Assistance Programs
Voluntary Benefits and Employee Discounts
Tuition Reimbursement
Career Development
*Subject to annual eligibility and incentive plan guidelines .
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:
January 16, 2025 - January 26, 2025
Any offer of employment is conditioned upon the successful completion of a drug screen.
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
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