DESCRIPTION

Job Summary:

Provides system operational support ensuring the effectiveness, efficiency, accuracy, and availability

of systems for end users. Coaches and mentors less experienced team members. This position is an onsite role at the Cummins Drivetrain and Braking System site in York, SC.

Key Responsibilities:

In this role, you will make an impact in the following ways:

· Perform Routine Maintenance: Conduct routine maintenance on IT systems, ensuring their smooth and uninterrupted operation.

· Facilitate Customization and Changes: Lead efforts to customize and update systems, adapting to changing business needs and technological advancements.

· Ensure System Disaster Recovery: Develop and implement disaster recovery plans to protect and restore system functionality in the event of an emergency.

· New Employee Technology Setup: Manage new employee technology setup, including configuring computers and granting system access, ensuring a seamless onboarding experience.

· Resolve Complex Issues: Address and resolve complex system issues not immediately evident, implementing authorized changes and upgrades to improve system functionality.

· Preventative Maintenance and Monitoring: Perform preventative maintenance on IT systems and networks, continuously monitoring performance and accuracy to prevent issues.

· Conduct Root-Cause Analysis: Lead in-depth root-cause analysis to identify and address underlying issues, ensuring long-term system stability and reliability.

· Mentor and Document Knowledge: Coach and mentor less experienced security analysts, documenting knowledge and solutions for broader organizational use, fostering a culture of continuous learning and improvement.

RESPONSIBILITIES

To be successful in this role you will need the following:

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

Access Management - Manages access to services using the required processes and tools granting appropriate rights and denying unauthorized users access to comply with policy.

IT Operational Support - Executes ongoing activities and procedures required to manage and maintain IT services to deliver agreed service levels.

Knowledge Management - Ensures perspectives, ideas, experiences and information are available in the right place and the right time using the required processes and tools to enable informed decisions.

Problem Management - Controls the life cycle of all problems using the required processes and tools to proactively prevent recurrence of incidents to minimize adverse impact on the organization.

Request Fulfillment - Manages a service request through its life cycle with efficiency and professionalism using the required processes and tools to maintain customer satisfaction.

Service Asset and Configuration Management - Manages service assets and configuration items by maintaining accurate configuration records to support other service management processes with documented and verifiable information.

Service Level Management - Ensures the quality of the services delivered meet agreed levels using the required processes and tools in order to maintain customer satisfaction.

System Change Management - Controls the life cycle of all system changes using the required processes and tools enabling beneficial changes to be made with minimum disruption to IT services.

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.

Project Issue and Risk Management - Manages the process to identify, assess and prioritize issues and risks using recommended tools and disciplines. Drives actions to minimize, monitor and control risks and issues and to maximize the most positive outcomes possible.

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

Education, Licenses, Certifications:

• College, university, or equivalent degree in Computer Science, Information Technology, Business, or related subject, or relevant equivalent experience required.

• This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

• Intermediate level of relevant work experience required.

• Active Directory Experience required.

• CCNA or CCNP or equivalent work experience preferred.

• Enterprise IT support experience preferred.

• VMWare Experience preferred.

• Cloud experience preferred.

QUALIFICATIONS

Additional Responsiblities:

• Contributes to the delivery and support of specific IT services.

• Supports the development and maintenance of services and ensures that tools and resources arecapable and available (i.e. IT Service Catalog, Asset Management system)

• Generates and reports service delivery metrics and drives standards across regions and locations(i.e. Scorecards, Service Level Agreement (SLAs) and Customer Satisfaction or Net PromoterScoring).

• Acts as a point of contact for customers for service related inquiries and maintains relationships withkey customers and suppliers.

• Familiar with Operational Level Agreements between other IT Service owners.

• Encourages root cause analysis using the formal problem solving approach for recurring issues.

• Champions the use of Six Sigma to reduce costs and improve processes. Identifies opportunities forservice improvements, discuss with the customer and raise the request for change for assessment ifappropriate

• Maintains the accuracy of service related standards, procedures and work instructions in aknowledge management system.

• Able to support the Service Owner when needed.

Job Systems/Information Technology

Organization Cummins Inc.

Role Category Hybrid

Job Type Exempt - Experienced

Min Salary $

Max Salary $

ReqID 2400187

Relocation Package No

Cummins and E-Verify

At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates the right to work using E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. Visit http://EEOC.gov to know your rights on workplace discrimination.