Job Description

What IT Service Center contributes to Cardinal Health

IT Service Center is responsible for resolving customer/client technical problems and responding to questions in accordance to service level objectives, processes, and procedures. Serves as liaison between customer/client and IT to resolve business issues related to technologies.

* Provides technical support to the organizations internal/external users of computer applications and hardware
* Answers questions regarding system procedures, online transactions, systems status, and downtime procedures
* Serves as a liaison between customer/client and IT to resolve business issues related to technologies
* Collaborates with network services, software systems engineering and/or applications development in order to restore service and/or identify problems
* Maintains a troubleshooting tracking log ensuring timely resolution of problems
* Manages user access rights

Primary responsibilities include:

* Gather data insights for internal/external projects or committees to improve efficiencies
* Identify automation opportunities through data insight analysis
* Partner with customer and client advisors on knowledge, run, and build projects
* Coordinate updates to operational process documentation for the Service Center
* Function as liaison to track progress of defects and enhancements with tier teams
* Coordinate user acceptance testing and maintain test scripts for the Service Center teams (i.e. upgrades, patches, new technology)
* Work closely with the advisors to communicate updates to the frontline analysts and leadership on support processes and issues
* Run and distribute call and incident reports during project hypercares
* Monitor and send reports with consolidated updates to leadership for same day events that impact call volume
* Work with reporting analyst to create or enhance specialized reporting to provide data driven insights to the Tier 2 teams and the business
* Collaborate and become a member of the Service Center Reporting Community of Practice to relay key insights to the advisors
* Perform regular audits to identify process improvements for incident/call coding
* Work with knowledge steward and level 2 analysts to process feedbacks and submissions
* Identify opportunities for knowledge article consolidations
* Work with the advisors to communicate changes in support, documentation, knowledge to frontline and level 2 analysts
* Participates as needed in monthly/bi-weekly tier 2 meetings
* Provide run support documentation updates and communications - changes / maintenance outages / new integrations
* Attend ad-hoc meetings with advisors and Tier 2 teams to address ongoing & future support, knowledge updates, etc.
* Serve as liaison to align client and customer advisor best practices
* Attend build/run project meetings (as needed)
* Meet with the advisors to review process updates to support documentation

What is expected of you and others at this level

* Apply comprehensive knowledge and a thorough understanding of IT concepts, principles, and capabilities to perform varied tasks and projects
* May contribute to the development of policies and procedures
* Work on complex projects of medium to large scope
* Complete work independently with guidance and support on new projects
* Work reviewed for quality and purpose of meeting objectives
* Provide data driven insights to automate processes and drive efficiencies

Qualifications

* Bachelors Degree in related field or equivalent work experience
* 4+ years experience in related field preferred
* Proficient in using ServiceNow and Microsoft Office products
* Effective communicator
* Well organized, task and results driven
* Team player, willing to roll up their sleeves