Business Advisor, IT Service Center

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

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401k plan

Paid time off

HSA

Job summary

Cardinal Health in Dublin, Ohio is seeking a Business Advisor for the IT Service Center to align IT services with business needs, drive service performance, and support global operations. You will partner with stakeholders, manage escalations, analyze data, and lead continuous improvement through automation and knowledge management.

A strong ITSM background and collaboration across regions are essential. The role offers exposure to enterprise-scale delivery and a path to influence global support

Qualifications

• Bachelor’s degree in IT or related field.
• 4+ years in IT Service Management, Help Desk, or IT Service Delivery.
• Hands-on experience with ServiceNow or equivalent platform.
• Solid understanding of Office 365, Chrome, Okta, and virtual desktop technologies.
• Strong written and verbal communication for technical and business audiences.
• Proficiency with Tableau/Power BI for operational reporting.
• Familiarity with ITIL, Knowledge-Centered Service (KCS), Lean/Kaizen.

Responsibilities

• Act as primary escalation point of contact between the Service Center and business teams.
• Represent the IT Service Center in Change Control Board reviews and operational syncs.
• Gather VOC/VOA insights to improve end-user experience and SOPs.
• Own team-specific support processes and be the solution owner for new applications and changes.
• Collaborate with Project Managers to assess Service Center impact and readiness for production.
• Manage daily Knowledge Base feedback and documentation accuracy.
• Partner with Learning and Development to update frontline training content.
• Monitor Service Restoration Team activities and outage communications.
• Track operational data to identify drivers and improve service delivery.
• Lead continuous improvement initiatives (OE, CoP, AI, RPA, ML).
• Mentor less experienced colleagues as needed.

Skills

ITSM

Help Desk

Stakeholder Communication

Data Analysis

Project Collaboration

Education

Bachelor’s degree in IT or related field

Tools

ServiceNow

Hive Project Management

Verint

Genesys Cloud

Tableau

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.

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
• Experience: 4+ years of experience in IT Service Management, Help Desk/Call Center operations, or IT Service Delivery
• Platform Experience: Hands‑on experience using ServiceNow or equivalent enterprise ITSM ticketing platforms
• Desktop Technologies: Solid understanding of enterprise desktop environments (e.g., Office 365, Chrome, Okta, virtual desktop technologies)
• Communication: Strong verbal and written communication skills with the ability to articulate technical details effectively to both technical teams and business leadership
• Service Center Tools: Proficiency with ServiceNow, Hive Project Management, Verint, Genesys Cloud, and Tableau reporting tools
• Analytical Capability: Strong analytical and reporting skills with experience using Excel, Tableau, or Power BI for operational data analysis
• Frameworks & Best Practices: Familiarity with ITIL best practices, Knowledge‑Centered Service (KCS), and Operational Excellence methodologies (A3, Lean, Kaizen)
• Organizational Skills: Exceptional organizational, multi‑tasking, and problem‑solving skills in a fast‑paced environment

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

Application window anticipated to close: 11/02/2026

The salary range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate’s geographical location, relevant education, experience and skills and an evaluation of internal pay equity.

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.

Headquartered in Dublin, Ohio, Cardinal Health, Inc. (NYSE: CAH) is a distributor of pharmaceuticals, a global manufacturer and distributor of medical and laboratory products, and a provider of performance and data solutions for healthcare facilities. We are a crucial link between the clinical and operational sides of healthcare, delivering end‑to‑end solutions and data‑driving insights that advance healthcare and improve lives every day. With deep partnerships, diverse perspectives and innovative digital solutions, we build connections across the continuum of care. With more than 50 years of experience, we seize the opportunity to address healthcare's most complicated challenges — now, and in the future.