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Position’s Contributions to Work GroupAKA: Digital Technical Support Analyst (eCommerce). Your primary focus will be application support for Caterpillar's eCommerce site used by customers for purchasing parts online. A Mission Critical site with more than 1.4 million parts being sold globally via Caterpillar Dealers. Be part of a team supporting a key enabler to Caterpillar's success! JOB RESPONSIBILITIES: Issue identification; reports in all forms from customers, dealers, and internal teams. Issue investigation; statistical analyses, testing and analysis of application failures. Off-shift support required as needed. Service level management; prioritization of issues and coordination with the application support managed service Proactively identify, prioritize and manage issue resolution across application support, development, internal teams, and suppliers. Problem management; coordinate activities identifying root cause, implementing interim corrective actions and permanent corrective actions. Participate in change advisory board and completion of pre-release activities. Maintain compliance to national/international standards and to internal policies, including those relating to sustainability, security, SOX, and IT Internal Controls. Drive continuous improvement through defining standard processes, conducting ongoing reviews and making necessary updates. Stay current with all digital products/applications, develop/maintain knowledge base and training materials. Provide digital product and application support to Caterpillar dealers, customers, and other internal Caterpillar areas. Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time. Typical DayITSM activities (incident management, problem management, change management) for the Operations team providing application support for Caterpillars eCommerce sites. Review open tickets in ServiceNow and Azure DevOps. Prioritize tickets to be worked. Lead problem investigations with teams. Daily standup meetings with application support managed service. 100% remote candidates ok Education Requirements:4 year degree (computer science preferred) plus 5-7 years exp. lesser degree acceptable with additional work exp Technical SkillsRequired: Five years experience performing application support. 3+ years IT Service Management (ITSM) work experience in incident, problem & change management using a ticketing service such as ServiceNow. Experience using development methodologies (Agile, waterfall, etc.) with tools such as Azure DevOps or Jira to manage workload for bug fixes and defects. Expertise with relational databases support, querying and database reporting. Desired: Experience with Cloud solutions, especially AWS. Working experience with programming languages: React, Java, SQL, JSON, etc. Expertise with high availability architecture. Highly desired: Application support experience for eCommerce sites, especially using HCL Commerce V9 Soft SkillsGood communication, problem solver, prioritization, works well within a team and can perform on their own.