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JOB PURPOSE:  This is a Digital service level management position responsible to ensure the efficient and effective delivery of one or more internal or contracted information technology services for which the incumbent has aspects of clear ownership and daily accountability. The incumbent provides guidance and results review through standards of measurements to ensure customer quality needs are met and programs are effectively implemented and maintained.



· Accountable aspects of one or more contractual conformance processes (<$5

· Scope of work is global, regional or across digital functions or isolated


· Develop process, and manage multiple projects to onboard dealer and internal users into the Application as well as integrate dealer systems directly with APIs. Lead through planning, design/ development activities, and execution.
· Master the functionality of the main Application, external and internal REST API’s, Data pipelines, and the support process and tools (APIGEE, ServiceNow, Enterprise Call Lists, Dashboards)
· Quickly isolate the root cause of an issue when it arises during the onboarding, and provide a practical solution
· Ability to explain technical issues to a variety of audiences, including dealer IT/users and experienced software developers/architects
· Collaborate with experts in other fields, and external facing organizations such as Dealers
· Expand your knowledge of the products and API’s while addressing dealer/internal Cat inquiries and triaging issues
· Capable in handling inquiries and problems of all API and other integrations, delivering outstanding service for dealers and internal users
· Improve onboarding and deployment processes and increase efficiency
· Proactively identifying and managing issue resolution between vendor service provider and Cat Digital or other BU teams
· Liaison between Caterpillar functional leads or other internal teams and vendor for tools used by vendor
· Assist with global and regional issues and escalations
· Monitors service level agreements (SLAs) and key performance indicators (KPIs) on a daily/weekly/monthly basis and depending upon scope of work
· Through the digital business relationship facing organization, may engage with business partners and facilities to address issues and possible new business demand
· Periodically review standard operating procedures or contractual reporting requirements and provide updates and improvements
· Drive improvements to documentation and procedures as needed
Assist with internal Cat Digital SM reporting
Provide support for knowledge management related activities as needed






· Bachelor’s degree or international equivalent in an area of study relevant to this position or more than 5 years’ experience.
· Experience in large enterprise services delivery organization


· Experience in Java development and concepts, including debugging against Java APIs, providing technical solutions, examining thread dumps and threading issues, and hosting services using JEE and/or JSE framework
· Deep knowledge of Internet technologies and protocols such as HTTP and FTP
· Experience with SOAP, REST, Webservices, Tomcat, XML, and SOA/Integration technologies
· Integration product support is preferred.
· Two (2+) experience deploying applications hosted on AWS
· Experience with analysis, planning, estimating and scheduling of high-risk, high-impact IT projects.

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • Amazon Web ServicesFrameworks
    • AWS ElasticSearchFrameworks
    • AWS Code PipelineFrameworks
    • DockerFrameworks
    • ApigeeFrameworks
    • FlinkFrameworks
    • AkkaFrameworks
    • Amazon ECSFrameworks
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • DynamoDBDatabases
    • RDSDatabases
    • SalesforceCRM


In the heart of Chicago's lively West Loop area, we have easy access to public transport, great bars and restaurants, and an awesome office roof deck.
Caterpillar Does Digital: The Machine Learning Behind the Machines

An Insider's view of Cat Digital

What are some social events your company does?

Whether we’re working virtually or in-person, we are always looking for ways to have fun and grow as a team. Team dinners, coffee chats, ax throwing, chess club, and virtual happy hours are just a few of the activities we do to make work more fun and connect with colleagues around the world.



What kinds of technical challenges do you and your team face?

It’s amazing to be able to work in an architectural framework where we can negotiate between speed to market and a solid application – software that is well-built, well-designed, well-tested. I find this negotiation both challenging and exhilarating.


Lead Software Engineer

How does the company support your career growth?

I’ve been with Caterpillar for 20 years now, and I’ve been lucky to work on teams that have different focuses. I’ve worked on everything from engineering applications to the latest and greatest digital technology applications.


Digital Product Manager

How do you make yourself accessible to the rest of the team?

The team should be comfortable approaching me with any kind of issue — like improving a process, getting rid of unnecessary ceremonies or something else — and know that I will address it. I believe a manager should be the first line of defense against bugs and conflicting priorities, and my team needs to know that I have their back.


Software Engineering Manager

What projects are you most excited about?

Deep learning algorithms, popularized in the past five years, allow us to scan huge volumes of data from Caterpillar's fleet of connected engines and machines for unusual patterns. We're now able to make sophisticated predictions that wouldn’t have been possible 20 years ago.


Analytics Director

What are Cat Digital Perks + Benefits

Volunteer in local community
Caterpillar Inc. participates in local volunteer activities such as the Chase Corporate Challenge
Partners with Nonprofits
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Documented equal pay policy
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Game Room
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks
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