Cummins US & Canada

Job Information

Cummins Inc. ITSM Process Manager in Stoughton, Wisconsin

ITSM Process Manager


We are looking for a talented ITSM Process Manager to join our team specializing in Systems Information Technology for our Corporate Business Services in this is a hybrid position based out of Madison, Wisconsin but we are also open to candidates out of Columbus, Indiana

In this role, you will make an impact in the following ways:

  • Responsible for evaluation, improvement, and implementation of ITSM processes and driving best-practices, standardization, and adherence.

  • Continually seek opportunities to increase customer satisfaction and strengthen client relationships by interacting proactively and effectively at all levels of the organization

  • Analyze performance and use SLA’s and KPI’s to evaluate the effectiveness and efficiency of the ITSM processes

  • Build and maintain data analytics best practices and dashboards to support continuous service improvement, and distribute useful management reports to all stakeholders

  • Provide input for relevant training material at all levels

  • Ensures that the process, roles, responsibilities, and documentation are regularly reviewed and audited

  • Drive and support cooperation between support teams where necessary

  • Create and maintain roadmap for ITSM process area

  • Champion requirements collection and User Acceptance Testing for ServiceNow system for enhancements and upgrades.


To be successful in this role you will need the following:

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

  • or a related subject.

  • Minimum of 3 years of experience in Information Technology

  • Must have ITIL v3 or v4 foundations experience and a certification in either is a plus

  • On the job experience in process management

  • Experience with ServiceNow or similar system

Compensation and Benefits

Base salary 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.


Primary Location United States-Wisconsin-Madison-US, WI, Stoughton, FGD Nelson Industries Inc

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting Mar 24, 2022, 8:40:04 PM

Unposting Date Ongoing

Organization Cummins Business Services

Req ID: 22000260