IT Support Associate

**DESCRIPTION**

Key Responsibilities
- **IT Production Support**:

- Perform IT production support for assigned areas according to documented processes.
- Diagnose and solve issues with IT hardware or software components with direction.
- Troubleshoot assigned issues per department standards and escalate if unable to resolve.
- Use the Incident Management system to manage reported issues or requests submitted by end users and log any actions or support provided.
- Provide one-on-one training for less experienced associates on IT support processes and tools.
- Assist with additional IT responsibilities as assigned.
- Familiarize with SLA/Operational Level Agreements between other IT Services Provided.

**RESPONSIBILITIES**

**Experience**:

- Some work experience or intermediate level knowledge obtained through education, training, or on-the-job experience.

**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 customer-identified issues 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, 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.

**QUALIFICATIONS**

**Qualifications**:

- **Education** : High school diploma, certificate of completion of secondary education, or equivalent experience required. Relevant industry training, certification, or equivalent experience preferred.
- **Licenses/Certifications** : This position may require licensing for compliance with export controls or sanctions regulations.

**Skills**:
**Knowledge/Skills**:

- Oracle SCM knowledge required in PO, Inventory, and Order Management (2-3 years).
- Knowledge in Oracle Inventory Module, API, and cycle count processes.
- Understanding of accounting processes (P2P, O2C, Inventory).
- Experience with BOM and WIP modules.
- Proficiency in Toad & SQL tools.
- Ability to interact with support teams, DBA teams, and ABO IT to resolve production issues.
- Experience providing weekly updates on production issues, enhancements, and non-Oracle projects.
- Participation in development testing, UAT testing, and support after Go Live.

**Job** Systems/Information Technology

**Organization** Cummins Inc.

**Role Category** Hybrid

**Job Type** Office

**ReqID** 2405533

**Relocation Package** No