IT Support Analyst

Caterpillar Inc. Job Opportunity

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.

If you are looking for personal and professional growth, in a company with an inclusive culture, which seeks equity, respects differences and believes in people's potential, this is the right place. We consider people with disability candidates and those with diversity in gender, culture, ethnicity, religion, age, generation, race, nationality and sexual orientation.

Job Description Summary

Supports the Chat-IT/ServiceNow Virtual Agent program by designing and delivering conversational experiences that improve self-service and user satisfaction. Assists in developing, testing, and implementing Virtual Agent topics, integrations, and related application systems.

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.
• Support the preparation of technical and procedural documentation required for Virtual Agent/application system development.
• Create simple flowcharts or diagrams (e.g., using Visio) to illustrate processing logic for conversational flows.
• Help implement solutions by writing or configuring basic application logic, performing functional tests, troubleshooting issues, and updating documentation as directed.
• 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.
• Apply basic ITSM concepts (Incident, Request, Problem, Change, Knowledge) when helping design flows or reviewing solutions.
• 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

• 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.
• 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

Top Candidates Will Also Have:

• ITSM knowledge
• ServiceNow knowledge

Note: This position requires the candidate to work on-site five days a week.

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)

*Caterpillar reserves the right to change or modify benefits at any time, subject prior notice and in compliance with legal requirements. Benefit elegibility may vary by position and location.

The Recruitment & Selection area emphasizes that it does not use personal emails and/or emails from other domains (@gmail, @hotmail, etc.) to contact candidates. Available vacancies are only advertised through the company's official channels (www.caterpillar.com/careers.html, and official Caterpillar emails are mandatory followed by the domain @cat.com. Also, the company does not request any type of payment (bank transfer, pix, etc.) for the purposes of the selection process. For more information click on the link: https://www.caterpillar.com/pt/careers/apply-now/help.html)

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

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