Cummins Inc. Process Manager for IT Service Request Management and Incident Management in Columbus, Indiana

Process Manager for IT Service Request Management and Incident Management


Process Manager for IT Service Request Management and Incident Management

  • Responsible for the management, operations, delivery and support of defined IT applications and/or infrastructure services; directs and coordinates the efforts of people to accomplish goals and objectives using available resources; plans, organizes, staffs, leads, and controls an organization to accomplish the goals; encompasses the deployment, administration, and development of human, financial, and technical resources.

  • Responsible for how a specific IT service is delivered and supported.

  • Participates in the Operating budget process. Helps determine service delivery charges and determines forecast of needs.

  • Responsible for the development and maintenance of services and ensures that tools and resources are capable and available (i.e. IT Service Catalog, Asset Management system)

  • Generates and reports service delivery metrics and drives standards across regions and locations (i.e. Scorecards, Service Level Agreement (SLAs) and Customer Satisfaction or Net Promoter Scoring).

  • Supports the Service as a key customer contact for service-related inquiries and issues. Maintains relationships with key customers and suppliers. Facilitates meetings with technical teams, IT, and business partners.

  • Is familiar with Operational Level Agreements between other IT Service owners. Interacts with the appropriate IT process owners throughout the Service Management lifecycle.

  • Encourages root cause analysis using the formal problem solving approach for recurring issues.

  • Champions the use of Six Sigma to reduce costs and improve processes. Identifies opportunities for service improvements, discuss with the customer and raise the request for change for assessment if appropriate

  • Maintains the accuracy of service related standards, procedures and work instructions in a knowledge management system.

  • Is able to function as a Service Owner when delegated

  • Works with the IT Service owner, business unit customers, regional IT leaders, other service owners, IT architecture and outside suppliers to ensure the delivered services meet cost, quality, and delivery targets.


  • Leadership - Leads by example. Demonstrates personal accountability, and team accountably. Demonstrates employee engagement and employee recognition. Encourages others to achieve, establishes challenging performance standards, creates enthusiasm, a feeling of investment, and desire to excel.

  • Talent Management - Selection, placement, development, promotion and retention of talent to ensure Cummins success now and in the future. Further, has developed a succession plan, and working to improve bench strength within out talent pipeline. In particular, impacted executive directors need to be improving bench strength with year 1 Cummins digital core skills.

  • Coach and Develop - Accurate assesses strengths and development needs of employees, gives timely specific feedback and helpful coaching; provides challenging assignments and opportunities for development.

  • Risk Management - The identification, assessment, and prioritization of risks followed by coordinated response to minimize, monitor, and control the probability and/or impact of unfortunate future events.

  • Organizational Awareness - Understands and works in line with the organization’s mission, operations, structure, and goals; understands informal structures and processes of the organization; understands organization-level implications of his or her day-to-day decisions.

  • Relationship Management - Creates relationships with new acquaintances quickly and confidently; works to build trust and partner with stakeholders; successfully manages both internal and external relationships (e.g., vendor relationships); is comfortable in a challenger role that, at times, requires building constructive tension in interactions.

  • Influence - Applies different approaches to convince others to change their opinion or plan, and wins support from others for ideas; is able to build support with peers without direct lines of reporting across a matrix organization.

Skills and Experience Required:

  • Process Manager for IT Service Catalog. Lead weekly Change Request Board meetings.

  • Coordinate additional meetings between key contacts and support team for any new or modified service requests, for the purpose of clarifying requirements or remediation of issues found during User Acceptance Testing.

  • Complete monthly reporting showing the source for the various service requests and work with Service Owners to document a future roadmap.

  • Process Manager for IT Service Request Management and Incident Management Processes.

  • Responsible for driving the efficiency and effectiveness of the processes. Identify areas for process improvement. Support all parties in managing and improving the process, in particular the Process Owner.

  • Analyze Key Performance Indicators (KPIs), recommending or implementing appropriate resolution where required. Provide input to ongoing Continuous Service Improvement. Analyze trends in service delivery to ensure end user customer satisfaction and adherence to policy. Respond to process or tool related questions from end users or members of IT.

  • Understand tool related functional requirements and participate in validation against requirements for any system upgrades.

  • Work closely with IT Service Desk and GlobalAccount Management (GAM). Attend weekly meetings, identify improvements, assistwith escalations

  • Six Sigma Green Belt preferred. Familiarity with using Remedy Service Request, Work Order and Incident experience required.

  • ITIL Operations Certifications highly recommended.

Education, Licenses, Certifications

College, university, or equivalent degree in Information Technology, Business

or a related subject required

Compensation and Benefits

Base hourly rate commensurate with experience . Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.

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 right to work using E-Verify. Cummins 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.

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Primary Location United States-Indiana-Columbus-US, IN, Columbus, Cummins Info Services

Job Type Experienced - Professional / Office

Recruitment Job Type Professional - Experienced

Job Posting Feb 7, 2017, 11:34:29 AM

Unposting Date Ongoing

Req ID: 170000E0