IT Operations Support Specialist

**DESCRIPTION**

**Job Summary**:
Provides system operational support ensuring the effectiveness, efficiency, accuracy, and availability of systems for end users.

**Key Responsibilities**:
Performs routine maintenance, facilitates customizations and changes to, and ensures system disaster recovery for systems. Facilitates new employee technology setup, including computer setup and delivery and system access. Resolves issues and performs authorized changes and upgrades to existing systems. Performs preventative maintenance on IT systems and networks; monitors system performance and accuracy. Performs root-cause analysis to identify issues.

**RESPONSIBILITIES**

**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.

**Education, Licenses, Certifications**:
**Experience**:
Minimal relevant work experience required.

**QUALIFICATIONS**
- Coordinate and Escalate with Vendor and Internals team for issue resolution
- Partner with support team on issue analysts, business impact and resolution
- Monitor, assign and track incident tickets / issues/ system improvements to completion
- Assist the Production Support Team in expediting pending actions from Users/BU IT/GPVs
- Drive creation of Knowledge Base of all the commonly occurring issues.
- Take actions on risks/issues highlighted by Production Support Teams.
- Strong analytical and problem-solving abilities with attention to detail.
- Performance Tuning experience preferred.

Preferred skills:

- Informatica (Supplier 360, Product 360, Customer 360, & Location 360)
- Informatica Data Quality, Active VOS
- Informatica Cloud Data Governance and Catalog
- Informatica Intelligent Data Management Cloud (IDMC)
- Unix
- Java
- PL/SQL
- Azure Databricks

**Job** Systems/Information Technology

**Organization** Cummins Inc.

**Role Category** Hybrid

**Job Type** Exempt - Entry Level

**ReqID** 2419159

**Relocation Package** No