IT Support Associate - Level II

DESCRIPTION

The IT Support Associate - Level II provides operational and production IT support to ensure the effectiveness, efficiency, accuracy, and availability of IT resources supporting manufacturing operations. This role supports Manufacturing IT systems and shop-floor technologies under moderate supervision and works collaboratively with cross-functional teams to maintain stable operations, resolve incidents, and drive continuous improvement aligned with Cummins IT and OT standards.

Key Responsibilities

• Provide IT production and operational support for assigned manufacturing areas in accordance with documented processes and service-level agreements (SLAs).
• Lead and support Manufacturing IT systems, including Apriso (MOM/MES), enabling production execution, traceability, quality management, and reporting across shop-floor operations.
• Design, maintain, and secure manufacturing IT/OT infrastructure (servers, networks, virtualization, backups, and cybersecurity) to ensure high availability, reliability, and compliance with plant and corporate standards.
• Integrate shop-floor automation and control systems (PLC, SCADA, HMI) with MES, ERP, and data platforms to enable real-time production visibility and closed-loop manufacturing.
• Diagnose, troubleshoot, and resolve IT hardware, software, and application issues using established department standards; escalate issues as required when resolution is not achievable.
• Manage incidents and service requests using the Incident Management system, ensuring accurate logging, tracking, resolution, and trend analysis.
• Support Industry 4.0 initiatives, including digitalization, smart factory solutions, IIoT connectivity, data analytics, and paperless manufacturing to improve productivity and decision-making.
• Collaborate with manufacturing, quality, engineering, maintenance, vendors, and corporate IT teams to gather requirements, deploy solutions, and support continuous improvement initiatives.
• Provide lifecycle support and governance for Manufacturing IT systems, including upgrades, change management, vendor coordination, documentation, and compliance with IT/OT standards.
• Deliver one-on-one coaching and training to less experienced associates on IT support tools, systems, and processes.
• Support additional IT responsibilities and projects as assigned.

• Intermediate-level IT support experience gained through education, training, or hands-on work experience.
• Working knowledge of Manufacturing IT systems, MOM/MES platforms (such as Apriso), and shop-floor technologies.
• Experience supporting IT/OT infrastructure, including servers, networks, virtualization, backups, and cybersecurity in a manufacturing environment.
• Familiarity with automation systems (PLC, SCADA, HMI) and their integration with enterprise systems such as MES and ERP.
• Strong incident management, troubleshooting, and problem-solving skills using systematic, data-driven methodologies.
• Ability to manage complexity, analyze root causes, and implement robust solutions to prevent recurrence.
• Effective communication skills with the ability to support diverse stakeholders and customer groups.
• Demonstrated collaboration skills and ability to work effectively in cross-functional and multi-disciplinary teams.
• Customer-focused mindset with a commitment to delivering reliable, high-quality IT services.
• Adaptability to changing priorities and operational demands in a manufacturing environment.
• Commitment to continuous learning, self-development, and embracing new technologies and digital manufacturing practices.
• Appreciation for diverse perspectives and inclusive ways of working.

• High school diploma, certificate of completion of secondary education, or equivalent experience (to the extent such experience meets applicable regulations) is required.
• Relevant industry training, certifications, or equivalent experience in IT, Manufacturing IT, or OT environments is preferred.