IT Analyst Virtual Agent

Career Area:

Job Description:

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 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.

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.

Important:

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

- Please frequently check the email associated with your application, including the junk/spam, as this is the primary correspondence method. If you wish to know the status of your application, please use the candidate log-in on our career website as it will reflect any update s to your status.

Job Summary:

As an IT Analyst Virtual Agent, you will support the Chat-IT/ServiceNow/Amazon Connect Virtual Agent program by helping design, develop, test, and improve conversational experiences that make it easier for users to access IT services and information.

This is an opportunity designed for professionals who are interested in building their skills in ServiceNow, conversational technologies, IT Service Management (ITSM), application development, and automation. You will work alongside experienced team members and business partners, gaining hands-on experience while contributing to Virtual Agent solutions and continuous improvements.

What you will do:

• Assist in developing, configuring, testing, and maintaining ServiceNow Virtual Agent topics and conversational flows, with guidance from experienced team members.
• Support the creation of user journeys, flowcharts, process diagrams, and technical documentation for Virtual Agent solutions.
• Help configure basic application logic, test solutions, troubleshoot issues, and document results.
• Support ServiceNow releases and enhancements by assisting with testing, validation, documentation, and implementation activities.
• Help track and document technical issues and support cases with ServiceNow.
• Maintain work items in Azure DevOps, including Boards, Backlogs, and Sprints, and participate in backlog refinement activities.
• Apply ITSM fundamentals, such as Incident, Request, Problem, Change, and Knowledge Management, when supporting conversational flows and solutions.
• Assist with gathering and documenting business and user requirements.
• Analyze Virtual Agent interactions, system information, and user feedback to help identify opportunities for improvement.
• Participate in testing Virtual Agent behaviors, integrations, escalation paths, and other application components.
• Collaborate with IT teams, subject matter experts, and users to understand needs and support solution development.
• Contribute ideas to improve the user experience, self-service capabilities, and adoption of new solutions.

What you will have:

• Core Application Systems: Familiarity with core application systems, their key functions and business purpose, and the ability to locate and use relevant system documentation.
• Problem Solving: Familiarity with structured problem-solving approaches, including analyzing issues, following established resolution procedures, and appropriately reporting or escalating problems.
• System Testing: Knowledge of standard system and software testing practices, including testing processes, identification of common issues, and validation of solutions before implementation.

Basic requirements:

• Bachelor’s degree in Information Technology, Computer Science, or related field
• Pre-Advanced English.

• Professional experience in Information Technology, software/application development, systems support, automation, ITSM, or a related area.
• Basic knowledge of programming or application development concepts.
• Basic understanding of software testing and troubleshooting.

• Ability to work collaboratively with technical and business teams.
• Strong analytical, problem-solving, and communication skills.

Top candidates will also have:

• Internship, academic project, or professional experience with ServiceNow, especially ITSM or Virtual Agent.
• Familiarity with conversational AI, chatbots, Virtual Agents, or Natural Language Understanding (NLU) concepts.
• Exposure to ITSM processes such as Incident, Request, Problem, Change, or Knowledge Management.
• Familiarity with Azure DevOps, Agile practices, Boards, Backlogs, or Sprints.
• Experience creating process flows, user journeys, or diagrams using tools such as Visio.
• Exposure to application integrations, APIs, data flows, or system interfaces.
• Academic, internship, or professional experience with software/application testing.
• Curiosity about emerging technologies and an interest in improving digital self-service experiences.

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
• Wellhub
• Psychological, Legal, Social and Finance Support Program
• Private pension plan
• Profit share
• 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; https://www.linkedin.com/company/caterpillar-inc) , 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

Posting Dates:

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

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