IT Support Analyst

**Career Area**:
Technology, Digital and Data

**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.

**IT IS YOUR TIME**

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

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.

**Important**:

- **Don’t forget to include a resumé in English in your profile in Workday**

**Job Description Summary**:
**What you will do**:

- Assist in developing and configuring Virtual Agent topics and related integrations for small or well-defined projects under guidance from senior team members.
- Create simple flowcharts or diagrams (e.g., using Visio) to illustrate processing logic for conversational flows.
- Follow established timelines for regular ServiceNow releases; assist in planning and coordinating updates under supervision.
- Log and track support cases with ServiceNow (HI portal), including documenting steps, monitoring progress, and validating fixes with guidance.
- Update and maintain work items in Azure DevOps (Boards/Backlogs/Sprints) and assist with backlog refinement activities alongside IT owners and SMEs.
- Contribute ideas for improving Virtual Agent experiences and assist in piloting enhancements; learn to measure results using provided data and tools.
- Assist in analyzing data from Virtual Agent interactions and system logs to help identify issues and suggest areas for improvement.
- Help draft user communications for new features and self-service solutions.
- Participate in user feedback sessions to understand pain points and incorporate insights into solution design.

**Skills**:
**Requirements Analysis**:Knowledge of tools, methods, and techniques of requirement analysis; ability to elicit, analyze and record required business functionality and non-functionality requirements to ensure the success of a system or software development project.

**System Testing**:Knowledge of system and software testing; ability to design, plan and execute system testing strategies and tactics to ensure the quality of software at all stages of the system life cycle.

**Basic requirements**:

- Bachelor's degree
- Pre-Advanced English
- Basic background in programming logic to understand flow control, conditions, and data handling for Virtual Agent topics and integrations.
- Troubleshooting skills

- ITSM knowledge
- Servicenow knowledge

**Some of the offered benefits**:

- Medical plan
- Dental plan
- Medicines reimbursement
- Psychological, Legal, Social and Finance Support Program
- Private pension plan
- Profit share
- Meal assistance
- Christmas basket
- Transportation
- Life and personal insurance
- Extended maternity and paternity leave
- Employee resources group (Young Professional, Women in Networking, LAMBDA (LGBTQIA+), Latin Group and Active in Sport

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**Posting Dates**:
novembro 5, 2025 - novembro 16, 2025

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

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