IT Support Associate - Level II

Overview

GPP Database Link (https://cummins365.sharepoint.com/sites/CS38534/)

Job Summary

Provides operational support ensuring the effectiveness, efficiency, accuracy, and availability of IT resources for end users under moderate supervision. Must work collaboratively with others.

Key Responsibilities

Performs IT production support for assigned area(s) according to documented processes. Diagnose and problem solve issues with IT hardware or software components with direction. May require ability to install, configure, or disposition IT hardware and/or application issues. Troubleshoots assigned issues per department standards and escalates if unable to resolve. Uses Incident Management system to manage reported issues or requests submitted by end users and log any actions or support provided. Provides one-on-one training for less experienced associates on IT support processes and tools. Assists with additional IT responsibilities as assigned. Is familiar with SLA / Operational Level Agreements between other IT Services Provided.

Responsibilities

Competencies:

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.

Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.

Incident Management - Maintains reported issues or requests assigned via the Incident Management system to log actions taken and track trends.

Troubleshooting - Diagnoses and resolves the customer-identified issue by utilizing appropriate department standards to satisfy customer expectations.

Problem Solving - Solves problems and may mentor others on effective problem solving by using a systematic analysis process by leveraging industry standard methodologies to create problem traceability and protect the customer; determines the assignable cause; implements robust, data-based solutions; identifies the systemic root causes and ensures actions to prevent problem reoccurrence are implemented.

Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications

High school diploma, certificate of completion of secondary education, or equivalent experience (to the extent such experience meets applicable regulations) required. Relevant industry training, certification or equivalent experience preferred. This position may require licensing for compliance with export controls or sanctions regulations.

Experience

Requires some work experience or intermediate level knowledge obtained through education, training or on-the-job experience.

Qualifications

• Lead and support Manufacturing IT systems including Apriso (MOM/MES) for production execution, traceability, quality, and reporting across shop-floor operations.
• Design, maintain, and secure IT/OT infrastructure on the manufacturing floor (servers, networks, virtualization, backups, and cybersecurity) ensuring high availability and compliance with plant standards.
• Integrate shop-floor controls and automation systems (PLC, SCADA, HMI) with MES, ERP, and data platforms to enable real-time production visibility and closed-loop manufacturing.
• Drive Industry 4.0 initiatives including digitalization, smart factory solutions, IIoT connectivity, data analytics, and paperless manufacturing to improve productivity and decision-making.
• Collaborate with cross-functional teams (manufacturing, quality, engineering, maintenance, and corporate IT) to gather requirements, deploy solutions, and support continuous improvement initiatives.
• Provide lifecycle support and governance for Manufacturing IT systems, including system upgrades, change management, incident resolution, vendor coordination, and documentation aligned with IT and OT standards.
  
  

Systems/Information Technology

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2424381

100% On-Site Yes

Due to the operational nature and specific job duties of this role, work is required to be completed 100% in person/On-site.