Experience Inc. Jobs

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.

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.

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.

F our 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

From an IT Perspective Support the CMEP Blockline and Assembly line Manufacturing Execution Systems.

• Strong troubleshooting skills

• Basic understanding of relational database concepts and SQL

• Ability to work in fast paced manufacturing environment where issues must be resolved rapidly

• Ability to learn how to support all our manufacturing printers

• Bachelor’s or associate degree in computer technology

Job Systems/Information Technology

Organization Cummins Inc.

Role Category Hybrid

Job Type Office

Min Salary $

Max Salary $

ReqID 2401934

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.