Business Advisor, IT Service Center

Cardinal Health, Inc.; Dublin (OH); On-site; USD 68,000 - 96,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Paid time off

Health savings account (HSA)

401k savings plan

Wages access before payday with myFlex

Flexible spending accounts (FSAs)

Short- and long-term disability

Work-Life resources

Paid parental leave

Healthy lifestyle programs

Job summary

Cardinal Health, Inc. in Dublin, OH, is seeking a Business Advisor for the IT Service Center. You will align IT services with business needs, manage stakeholder relationships, and drive improvements in service performance and automation across a global enterprise.

As a trusted voice for end users and frontline teams, you’ll shape operational readiness for new technologies, analyze data to identify opportunities, and support global support strategies in collaboration with cross-functional teams.

Qualifications

• Bachelor’s degree in Information Technology, Business Administration, Communications, or equivalent
• 4+ years in ITSM, Help Desk/Call Center ops, or IT Service Delivery
• Hands-on experience with ServiceNow or equivalent ITSM
• Proficiency with enterprise desktop environments (Office 365, Chrome, Okta, virtual desktops)
• Strong verbal and written communication to translate technical details for tech and leadership

Responsibilities

• Act as primary escalation point (POC) between Service Center, business teams, and Tier 2/3 support
• Represent IT Service Center in Change Control Board reviews and operational syncs
• Capture VOC/VOA insights to improve end-user experience and SOPs
• Own team-specific support processes and act as solution owner for new apps and mergers
• Collaborate on project lifecycle with PMs to ensure support readiness and production transitions
• Develop and maintain knowledge base and frontline training content
• Monitor outages and coordinate frontline communications and outage tracking
• Track incident drivers, call volumes, and ticket coding for reporting and improvements
• Generate dashboards for hypercare periods and OE initiatives

Skills

IT Service Management

Help Desk Operations

Service Delivery

Verint

Genesys Cloud

Tableau

Excel

Education

Bachelor's degree in IT, Business Admin, or Communications

Tools

ServiceNow

Hive Project Management

Verint

Genesys Cloud

Tableau

Excel

Power BI

Job description

What Business Advisor, IT Service Center contributes to Cardinal Health
The Business Advisor, IT Service Center serves as a strategic liaison between the IT Service Center, business stakeholders, product teams, and customer support organizations to ensure the effective delivery of technology services across a global enterprise. This role partners closely with operational leaders and service delivery teams to enhance customer experience, improve service performance, and drive operational excellence.

As a key member of the IT Service Center organization, the Business Advisor helps shape and optimize support services that enable employees and business partners around the world to work effectively. Responsibilities span stakeholder relationship management, operational readiness for new technologies and services, service performance analysis, and continuous improvement initiatives.

The Business Advisor leverages data-driven insights to identify trends, recommend improvements, and advance capabilities such as automation, self-service, knowledge management, and workforce effectiveness. Acting as the voice of both end users and frontline support teams, this role ensures that business needs are translated into scalable operational solutions that improve service quality, increase efficiency, and support the organization's digital transformation objectives.

This position offers the opportunity to influence global support strategies, collaborate with cross-functional teams across multiple regions, and contribute to the ongoing evolution and maturity of the IT Service Center.

Responsibilities:

Relationship Management & Stakeholder Alignment

• Act as the primary escalation Point of Contact (POC) and liaison between the Service Center, business teams, Application Services, and Tier 2/Tier 3 support teams.

• Represent the IT Service Center in regular touchpoints, Change Control Board (CCB) reviews, and operational syncs with Tier 2 technical teams and business stakeholders.

• Gather Voice of the Customer (VOC) and Voice of the Analyst (VOA) insights to identify opportunities for enhancing end-user experience and standard operating procedures (SOPs).

Build-to-Run & Operational Support

• Own team-unique support processes for the Service Center and function as the solution owner for new applications, process modifications, and mergers/acquisitions.

• Partner with Project Managers and build teams during the project lifecycle to assess Service Center impact, ensure support readiness, and manage seamless transitions into production.

• Process daily Knowledge Base feedback and submissions to ensure documentation accuracy and consistency.

• Collaborate with Learning and Development to develop and update frontline training content and operational updates.

• Monitor Service Restoration Team (SRT) activities and major outages, managing frontline communication, call tree messaging (FEM/MOTD), and outage tracking. Actively participate in SRTs as required.

Data Analysis, Reporting & Process Optimization

• Track and analyze operational data (incident drivers, call volumes, ticket coding, and knowledge article usage) to pinpoint key drivers and recommend solution use cases.

• Conduct regular First Contact Resolution (FCR) ticket scrubs and data analysis to identify training opportunities and process gaps.

• Generate specialized reporting and performance dashboards for project hypercare periods, Tier 2 teams, and leadership.

• Partner on Operational Excellence (OE) initiatives, Communities of Practice (CoP), and continuous improvement efforts aimed at driving call deflection and automation (AI, RPA, ML).

Qualifications:

• Education: Bachelor’s degree in Information Technology, Business Administration, Communications, or equivalent work experience, preferred

• Experience: 4+ years of experience in IT Service Management, Help Desk/Call Center operations, or IT Service Delivery, preferred

• Platform Experience: Hands-on experience using ServiceNow or equivalent enterprise ITSM ticketing platforms, preferred

• Desktop Technologies: Solid understanding of enterprise desktop environments (e.g., Office 365, Chrome, Okta, virtual desktop technologies), preferred

• Communication: Strong verbal and written communication skills with the ability to articulate technical details effectively to both technical teams and business leadership, preferred

• Service Center Tools: Proficiency with ServiceNow, Hive Project Management, Verint, Genesys Cloud, and Tableau reporting tools, preferred

• Analytical Capability: Strong analytical and reporting skills with experience using Excel, Tableau, or Power BI for operational data analysis, preferred

• Frameworks & Best Practices: Familiarity with ITIL best practices, Knowledge-Centered Service (KCS), and Operational Excellence methodologies (A3, Lean, Kaizen), preferred

• Organizational Skills: Exceptional organizational, multi-tasking, and problem-solving skills in a fast-paced environment, preferred

What is expected of you and others at this level

• Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects

• May contribute to the development of policies and procedures

• Works on complex projects of large scope

• Develops technical solutions to a wide range of difficult problems

• Solutions are innovative and consistent with organization objectives

• Completes work; independently receives general guidance on new projects

• Work reviewed for purpose of meeting objectives

• May act as a mentor to less experienced colleagues

Anticipated salary range:$67,500.00 - $96,300.00

Bonus eligible:No

Benefits:Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

• Medical, dental and vision coverage

• Paid time off plan

• Health savings account (HSA)

• 401k savings plan

• Access to wages before pay day with myFlexPay

• Flexible spending accounts (FSAs)

• Short- and long-term disability coverage

• Work-Life resources

• Paid parental leave

• Healthy lifestyle programs

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.