Knowledge & Insights Analyst

Náplň práce, právomoci a zodpovednosti:
Who is CAT Digital? What do we do?

Big machines require big thinking. Are you looking for your next big challenge?

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 one million connected assets worldwide, our teams use data, technology, advanced analytics, telematics, and AI capabilities to help our customers build a better world.

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.

Your Work Shapes the World at Caterpillar Inc.

Working with a Fortune 100 leader, you can build your career on a global scale and take advantage of development opportunities with emerging technologies. We’ve created an inclusive environment for you to explore your passions, make an impact, and do the work that really matters. Join Us.

Job Opportunity:
We are seeking talented individuals to join our team to help us grow our presence, organization, culture, which will drive our digital product development efforts. As a member of our team, you will have the opportunity to work with cutting-edge technologies and collaborate with top professionals working on very high impact and visibility products. Don't miss this chance to join and support digital innovation for a global leader in heavy machinery!

What will you do? 
The Knowledge & Insights Analyst is responsible for delivering a seamless self-service support experience for customers and dealers by leveraging data-driven insights, developing high-quality support content, and continuously improving digital support tools. This role analyzes performance metrics, identifies support trends, and implements solutions to enhance the effectiveness of self-help resources and overall customer experience. The position collaborates with cross functional teams to drive consistency, efficiency, and continuous improvement across digital support platforms.

- Research, develop, and maintain public-facing self-service content
- Partner with subject matter experts to ensure content accuracy, clarity, and relevance
- Ensure all knowledge content is reviewed, updated, and aligned with established standards
- Maintain and enhance Help Center tools by submitting enhancement requests, support tickets, and testing functionality
- Coordinate content approval processes with Brand and Legal teams
- Manage translation requests to support global content delivery
- Analyze search performance and optimize search results to improve content discoverability
- Conduct root cause analysis on customer pain points, search failures, or support case drivers
- Identify and implement opportunities to improve user experience and interface design
- Drive initiatives to increase self-service adoption and effectiveness
- Analyze dashboards and performance metrics to identify trends, gaps, and opportunities
- Develop and deliver regular insights and performance summaries to stakeholders
- Leverage data to inform content strategy and support continuous improvement initiatives
- Partner with internal teams, product stakeholders, and business partners to support knowledge initiatives
- Participate in digital product development and New Product Introduction (NPI) processes
- Support enterprise knowledge and self-service strategies across platforms
- Identify and implement process improvements to enhance operational efficiency and customer experience
- Stay current on industry trends, tools, and best practices in knowledge management and self-service support
- Contribute to the evolution of knowledge standards, workflows, and governance practices

This position works directly with Slovakia based engineering leadership and Cat Digital IT in the US.

Zamestnanecké výhody, benefity:
At Cat Digital, we are committed to fostering a culture of innovation and continuous learning, and we believe in investing in the development of our employees. As a member of our team, you will have access to a wide range of training and development opportunities, as well as very competitive compensation and benefits packages, like:
- 3000+ euros / month gross
- Performance related annual cash incentive
- Industry leading Pension plan 
- 5 days of extra vacation above the legislative requirement
- Attractive Life insurance
- 1 Volunteering day
- Multisport Card

Informácie o výberovom konaní:
Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status. ​

Caterpillar is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.​

Caterpillar is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit https://www.caterpillar.com/en/careers/why-caterpillar.html​

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Požiadavky na zamestnanca:
Background and experience: 
- Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
- Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
- Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
- Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
- Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
- Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
- Training Operations: Knowledge of training processes and procedures; ability to implement training related tasks and programs to ensure smooth daily and strategic training operations.
- Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect

Top Candidates will also have:
- Strong written and verbal communication skills
- Near-native English language fluency required.
- Excellent organizational and time management capabilities
- Strong analytical and problem-solving skills with the ability to interpret complex data sets
- Proficiency in Microsoft Office applications (Word, PowerPoint, Excel)
- Experience in contact center operations, knowledge management, or customer support environments
- Experience creating knowledge articles, training materials, or support documentation
- Experience with analytics and reporting tools such as Google Analytics, Power BI, or similar platforms
- Familiarity with contact center technologies, such as Salesforce or Microsoft Dynamics 365
- Understanding of customer experience, client services, or Business Process Outsourcing (BPO) environments