Digital Operations Support Analyst

TL;DR

Digital Operations Support Analyst: Supporting a portfolio of digital applications by delivering actionable insights and ensuring operational readiness with an accent on data-driven decision-making and process improvement. Focus on managing stakeholder relationships, analyzing support trends, and collaborating with product teams to optimize customer and dealer experiences.

Location: Must be based in Chicago or Peoria, Illinois, USA

Salary: $97,530 - $158,480

Company

A global leader in construction and mining equipment, providing advanced digital solutions and telematics to build a more sustainable world.

What you will do

• Manage day-to-day relationships and projects for a portfolio of 5–8 internal business partners.
• Analyze support data to identify trends, root causes, and opportunities for process improvement.
• Collaborate with product teams to document and maintain support processes and procedures.
• Lead onboarding and hypercare activities for new support initiatives and digital programs.
• Develop and deliver performance insights through monthly or quarterly business reviews.
• Participate in quarterly planning and project roadmap discussions.

Requirements

• Must be authorized to work in the US (Visa sponsorship is not available).
• 5+ years of experience in data analysis, support operations, or project management.
• Proven ability to document processes, requirements, and workflows.
• Strong technical troubleshooting skills for hardware, software, and applications.
• Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint.
• Effective communication skills for transmitting and interpreting complex information.

Nice to have

• Experience with fleet management applications like VisionLink or SOS.
• Knowledge of Agile and Waterfall project management methodologies.
• Experience using BI tools such as Power BI to measure KPIs.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance plans.
• 401(k) savings plans with company contributions.
• Generous paid time off including vacation, holidays, and volunteer days.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
• Tuition reimbursement and career development opportunities.
• Parental leave and adoption benefits.