Global IT Service Center Advisor & Automation Lead

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

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.