IT Operations Support Specialist

SOPs and technical documentation for recurring issues.

Service Request Management

• Deploy, configure, reassign, and surrender manufacturing devices as per approved requests.

• Perform OS installation, compliance tool setup, and device configuration.

• Coordinate backups, formatting, asset validation, and redeployment.

Server & Infrastructure Support

• Support server hardware and hosted applications.

• Lead and coordinate remote teams for server issue resolution.

• Participate in and manage major incident scenarios.

General IT Support

• Provide independent IT production support and troubleshooting.

• Install, configure, and resolve IT hardware and application issues.

• Track and resolve issues using Incident Management tools.

• Analyze support trends and implement corrective and preventive actions.

• Mentor junior associates and contract resources.

• Collaborate with users to recommend appropriate IT hardware solutions.

• Apply Six Sigma methodologies to improve service quality and reduce costs.

• Identify and implement service improvement initiatives.

• Manage vendors and support small IT projects.

RESPONSIBILITIES

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

• Associate Degree, relevant industry training, or certifications preferred.

• ITIL knowledge or certification desirable.

• MCSE certification preferred.

• Excellent written and verbal communication skills are required

QUALIFICATIONS

Competencies:

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

• Organizational savvy - Maneuvering comfortably through complex policy, process, and people-related organizational dynamics.

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

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

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

• 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.

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

Job Systems/Information Technology

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Exempt - Experienced

ReqID 2424625

Relocation Package No

100% On-Site No