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DESCRIPTION

With limited supervision, provides system operational support ensuring the effectiveness, efficiency, accuracy, and availability of IT resources and systems for end users with opportunities for coaching and developing less experienced IT Support Associates. Must work collaboratively with others.

Performs IT production support for assigned area(s) according to documented processes.

Creates and maintains process documentation and standards.

Diagnoses and problem solves issues with IT hardware or software components with limited direction. Requires the ability to install, configure, or disposition IT hardware and/or application issues.

Troubleshoots assigned issues per department standards to resolution.

Uses Incident Management system to manage reported issues or requests submitted by end users and log any actions or support provided. Has reporting responsibility within the system.

Trains less experienced associates on IT support processes and tools.

Assists with additional IT responsibilities as assigned.

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

Key Responsibilities:

Performs IT production support for assigned area(s) according to documented processes. Manages process documentation and standards. Diagnoses and problem solves issues with IT hardware or software components with little or no direction. Requires the ability to install, configure, or disposition IT hardware and/or application issues. Troubleshoots assigned issues per department standards to resolution with responsibility to circle back with customer to confirm resolution. Proactively identify potential issues and provide solutions. Uses Incident Management system to manage reported issues or requests submitted by end users and log any actions or support provided. Analyzes data to identify trends and taking necessary action. Trains less experienced associates on IT support processes and tools and identify additional training opportunities as needed. Assists with additional IT responsibilities as assigned. Coach and develop IT Support resources and supervise the work of contract resources. Champions the use of Six Sigma to reduce costs and improve processes. Identifies opportunities for service improvements, discuss with the customer and raise the request for change for assessment if appropriate

Develops, updates, and administers departmental databases, wikis, web sites, systems, security status, and technical libraries; assists with the migration from one technology platform to another technology platform; participates in application certification processes.

Monitors and audits function-related activities.

Supports functional department training and communication processes; sets-up and maintains workstations used specifically for the technologies administered.

Provides contact support and administrator expertise for departmental databases, technologies, web sites, and technical libraries; trouble shoots functionality and interfaces; participates in the development of technologies, web sites, wikis, or databases; develops web and wiki pages.

May provide installation, set-up, and technical support for new and existing systems; may provide global support for data maintenance; manages global data and supports systems globally.

Coordinates related financial activities such as tracking charges and charge backs; interfaces with financial systems; analyzes, compares, and reports related financial data. Initiates, develops, leads, and participates in improvement processes; actively participates in self- and team audits and resulting process improvements.

Develops and conducts training programs.

Counsels, mentors, and coaches less experienced team members.

Understands the structure of the organization and maintains a strong network across departments; draws on network to answer questions, solve problems, and successfully execute responsibilities. Demonstrates confidentiality in execution of all responsibilities.

Performs other duties as required, to get the job done.

Travel as required by the work.

RESPONSIBILITIES

Competencies:

Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Balances stakeholders - Anticipating and balancing the needs of multiple stakeholders.

Business insight - Applying knowledge of business and the marketplace to advance the organization’s goals.

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.

Cultivates innovation - Creating new and better ways for the organization to be successful.

Decision quality - Making good and timely decisions that keep the organization moving forward.

Ensures accountability - Holding self and others accountable to meet commitments.

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.

Tech savvy - Anticipating and adopting innovations in business-building digital and technology applications.

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. Associate Degree, relevant industry training, certification or equivalent experience preferred. This position may require licensing for compliance with export controls or sanctions regulations.

High school diploma, GED or equivalent required.

Experience:

Significant work experience and in-depth knowledge obtained through specialized training and relevant experience.

Four year experience/education requirement accomplished through one of the following: Bachelors degree, associates degree and at least two years of relevant experience, or at least four years of relevant experience required.

QUALIFICATIONS

Work in COLS team associate, experience with specing and pricing along with database options.

**Job** Systems/Information Technology

**Organization** Cummins Inc.

**Role Category** Hybrid

**Job Type** Office

**Min Salary** $

**Max Salary** $

**Application End Date** 30-JAN-2026

**ReqID** 2420492

**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.