IT Support Associate - Level II

DESCRIPTION

At Cummins, the IT Support Associate - Level II provides operational support to ensure the effectiveness, efficiency, accuracy, and availability of IT resources for end users under moderate supervision. This role works collaboratively with cross-functional teams to deliver high-quality IT production support, functional system expertise, and continuous process improvement.

The position combines technical troubleshooting, Oracle SCM functional support, and end-user enablement to drive business performance.

Key Responsibilities IT Production & Operational Support

• Perform IT production support for assigned areas according to documented processes.
• Diagnose and troubleshoot hardware and software issues; escalate when necessary.
• Install, configure, or disposition IT hardware and resolve application-related issues.
• Manage and track incidents using the Incident Management system; log actions taken and monitor trends.
• Ensure compliance with SLA and Operational Level Agreements.
• Provide one-on-one coaching and guidance to less experienced associates.
• Assist with additional IT responsibilities as assigned.

• Implement and configure Oracle E-Business Suite SCM modules (Inventory, Purchasing, Manufacturing).
• Understand and translate business requirements into detailed technical specifications.
• Provide functional expertise and recommendations aligned with Oracle SCM best practices.
• Conduct gap analysis and support strategic coordination for system implementations.
• Develop and execute test plans to validate configurations against user requirements.
• Oversee system integrations, data migrations, and system upgrades.
• Collaborate with cross-functional stakeholders to optimize Supply Chain Management (SCM) processes.
• Deliver training and ongoing support to end-users and internal teams.

• Experience with Oracle E-Business Suite SCM modules:
• Oracle Inventory
• Oracle Purchasing (PO)
• Oracle Manufacturing
• Oracle purchasing
• MES (Manufacturing Execution Systems)
• Working knowledge of SQL.
• Experience with Power Apps and Power BI.
• Familiarity with system integrations, migrations, and upgrades.
• Incident Management and IT production support experience.

• Collaborates: Builds partnerships and works effectively with others to meet shared objectives.
• Communicates Effectively: Delivers clear and audience-appropriate communication.
• Customer Focus: Builds strong relationships and delivers customer-centric solutions.
• Instills Trust: Demonstrates honesty, integrity, and authenticity.
• Manages Complexity: Analyzes complex information to solve problems effectively.
• Optimizes Work Processes: Drives continuous improvement in operational processes.
• Problem Solving: Applies systematic methodologies to identify root causes and implement data-driven solutions.
• Troubleshooting: Diagnoses and resolves issues according to department standards.
• Self-Development: Actively pursues learning and growth opportunities.
• Situational Adaptability: Adjusts approach based on changing business needs.
• Values Differences: Embraces diverse perspectives and cultures.

• Experience in IT support, Oracle SCM functional support, or similar enterprise systems environment preferred.

• High school diploma, certificate of completion of secondary education, or equivalent experience required.
• Relevant industry training, certification, or equivalent experience preferred.
• Additional certifications in Oracle, ITIL, or related IT disciplines are advantageous.