IS Specialist (Sales & Order Management)

Overview

Lead solution design and end-to-end delivery of major and minor enhancements to Caterpillar's worldwide machine sales and order management applications, with a primary focus on Salesforce and practical Generative AI solutions, working with business stakeholders and third-party delivery partners.

What you'll do

• Lead enhancements from discovery through deployment and post-release support, connecting business priorities with solution design and coordinated partner delivery.
• Elicit requirements, analyze current and future business processes, and document user stories, acceptance criteria and non-functional requirements.
• Conduct fit-gap analysis and maintain traceability from business needs through testing and delivery.
• Lead business case analysis and phased product planning.
• Prioritize major and minor enhancements by business value, risk and dependencies, and agree scope and success measures with stakeholders.
• Design and review Salesforce solutions, including Service Cloud case workflows, data models, access controls and integrations.
• Evaluate configuration versus customization and the appropriate use of Flow, Apex and Lightning Web Components (LWC).
• Evaluate additional Salesforce modules such as Manufacturing Cloud and Revenue Cloud for opportunities to reduce custom solutions.
• Coordinate business teams and third-party delivery partners across the enhancement lifecycle.
• Review estimates, design proposals and implementation quality; manage dependencies, risks and decisions, and communicate delivery progress.
• Define test strategy and coordinate functional, integration and regression testing, user acceptance testing (UAT) and defect resolution.
• Confirm that delivered solutions satisfy acceptance criteria, security requirements and operational needs.
• Govern CI/CD and release activities with delivery partners, including version control, environment promotion, quality gates, deployment readiness and rollback planning.
• Coordinate production deployment, hypercare and transition to support.
• Assess practical GenAI and agentic AI use cases and guide proofs of concept toward delivery where business value is demonstrated.
• Define evaluation criteria, data-security safeguards, responsible AI controls and human oversight with relevant stakeholders.
• Lead solution and integration reviews across Salesforce and connected enterprise systems.
• Apply reusable patterns, document design trade-offs and ensure maintainability, performance and alignment with enterprise standards.
• Maintain clear process, solution and support documentation.
• Enable user adoption, develop repeatable process improvements and assess post-release outcomes against agreed business measures.
• Lead investigation and resolution of complex application and escalated business-process issues, including periodic off-shift and weekend support.
• Perform other job duties as assigned by Caterpillar management from time to time.

What you'll need

• A four-year bachelor's degree in computer science, information systems, engineering, marketing, communications or a related field.
• 10+ years of relevant IT experience, including substantial experience in systems analysis, solution design and enterprise application delivery.
• Demonstrated Salesforce expertise, including Service Cloud case management, data modeling, security and access controls, and translating business requirements into scalable platform solutions.
• Demonstrated practical experience designing, prototyping or delivering GenAI solutions for business use cases, beyond personal use of AI tools.
• Ability to assess feasibility, evaluate output quality and define data protection, responsible AI and human-review requirements.
• Working technical knowledge of Apex, Salesforce Flow, Lightning Web Components (LWC) and API-based integrations, sufficient to evaluate solution options, review partner designs and troubleshoot issues.
• Experience with CI/CD and release governance, including version control, environment promotion, testing and quality gates, deployment planning and rollback readiness.
• Demonstrated ability to lead medium-to-large, multi-team delivery initiatives and own major and minor enhancements end to end, coordinating business stakeholders and third-party delivery partners.
• Strong systems analysis skills, including requirements elicitation, process mapping, fit-gap analysis, user stories, acceptance criteria and UAT coordination, supported by sound knowledge of software design, data modeling and integration principles.
• Ability to create clear solution artifacts and rapid proofs of concept, using prototypes, personas or journey maps where appropriate.
• Excellent written and verbal communication, stakeholder facilitation and problem-solving skills, with the ability to explain technical trade-offs to business and technical audiences.

Nice to have

• Relevant Salesforce certifications, such as Administrator, Platform App Builder, Platform Developer or Service Cloud Consultant.
• Experience with Salesforce AI capabilities and Agentforce, including assessing appropriate use cases and designing controlled, measurable solutions.
• Order management domain experience, particularly machine sales and distribution, product configuration, order entry or Sales & Operations Planning.
• Complementary experience with Java or Python, AWS, SAP or Snowflake.
• Knowledge of SAP Variant Configuration (SAP VC) or other complex manufacturing product configuration platforms, and enterprise integration and architecture patterns.
• Experience applying GenAI, machine learning or other AI technologies in production, including evaluation, monitoring and operational support.
• Experience spanning multiple business processes, organizations or IT disciplines, with strong accountability, planning, organization, teamwork and customer focus.
• Strong interpersonal judgment in sensitive or potentially controversial situations, and the ability to manage competing priorities under time constraints.

Details

• Based at the Whitefield Office, Bangalore, India.
• Works onsite five days a week.
• Periodic off-shift and weekend support.
• Caterpillar is not hiring for this position for individuals who now or in the future require visa sponsorship.