Digital Tech Support Analyst
Caterpillar

Job Info

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Career Area:
Information Technology
Job Description:

Finance Data User Experience Specialist position is on the Finance data platform team within the GIS Organization. The primary objective of the AIMS - Finance Data Platform User experience specialist responsible for trouble shooting and resolving our AIMS Data platform user issues. You will be responsible for supporting users queries, security issues and providing on demand training to users . You will provide moderately complex technical support to users via email, phone, or other methods. You will need to possess a strong understanding of the organization's accounting processes and systems.

JOB DUTIES:

• Provide user support and deep expertise of the financial data to address user support issues that may arise in the AIMS Finance data platform.
  
• Knowledge on various ETL tools, AWS environment & middleware integration
  
• Acts as technical liaison between users and technical product support team, to tune and troubleshoot applications.
  
• Troubleshoot and resolve any user reported problems.
  
• Ensure to meet User support team SLA and Performance KPI's.
  
• Work with Users on their AIMS Data security related issues
  
• Provide ongoing support to promptly address business critical incidents and manage ServiceNow tickets for support of these systems.
  
• Provide and maintain accurate user documentation and training to end users on demand
  
• Monitor data platform processes and check for grief; notify users of system announcements, issues or concerns.
  
• Coordinate, participate and occasionally lead small cross-functional teams, with participation from finance (GFSD & BU accountants) and non-finance professionals to ensure customer needs are being met with the data needs
  
• Have a comprehensive understanding of Caterpillar's business and accounting practices, systems and procedures.
  
• Support deployments and participate in testing, training, and hyper-care.
  
• Training end-users on Finance data platform data usage, Power BI connections and other tool as required.
  

Basic Qualifications:

• Position requires a four-year degree from an accredited college or university in Accounting and technology related field
  
• 2+ years of accounting experience and 2+ years of job related experience
  
• Working experience with programming languages: SQL, Python, AWS, JSON
  
• Previous user facing Product Support, or data platform technical / user support experience.
  

Top candidates will also have:

• Proven record of strong initiative, leadership, accountability, and effective communication skills
  
• Ability to work under pressure and within time constraints to deadlines
  
• Expertise with relational databases support, querying and database reporting
  
• Experience and expertise in the following software and components:
  
• Snowflake, O365, Power BI, Tableau
  

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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