Business Advisor, IT Service Center

Cardinal Health•Dublin, OH

9d•$67,500 - $96,300

About The Position

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.

Requirements

Bachelor’s degree in Information Technology, Business Administration, Communications, or equivalent work experience, preferred
4+ years of experience in IT Service Management, Help Desk/Call Center operations, or IT Service Delivery, preferred
Hands-on experience using ServiceNow or equivalent enterprise ITSM ticketing platforms, preferred
Solid understanding of enterprise desktop environments (e.g., Office 365, Chrome, Okta, virtual desktop technologies), preferred
Strong verbal and written communication skills with the ability to articulate technical details effectively to both technical teams and business leadership, preferred
Proficiency with ServiceNow, Hive Project Management, Verint, Genesys Cloud, and Tableau reporting tools, preferred
Strong analytical and reporting skills with experience using Excel, Tableau, or Power BI for operational data analysis, preferred
Familiarity with ITIL best practices, Knowledge-Centered Service (KCS), and Operational Excellence methodologies (A3, Lean, Kaizen), preferred
Exceptional organizational, multi-tasking, and problem-solving skills in a fast-paced environment, preferred

Responsibilities

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).
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.
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).