Knowledge Advisor, IT Service Center

Cardinal Health • Dublin, OH

104d • $67,500 - $96,300 • Remote

About The Position

The IT Service Center at Cardinal Health oversees the effective development, delivery, and operation of computing and information services. This function anticipates, plans, and delivers Information Technology solutions and strategies that enable operations and drive business value. The IT Service Center resolves client/customer technical issues through virtual, real-time communication with clients/customers in accordance with service level objectives, processes, and procedures. This job family serves as a liaison between the client/customer and other internal Information Technology resources to resolve business issues related to technologies and, as necessary, escalates complex and large-scale issues to other job families. The IT Service Center maintains a knowledge repository which is maintained for use across IT to assist in supporting clients/customers.

Requirements

• Bachelor's degree in related field, or equivalent work experience, preferred
• 4+ years of experience, preferred
• 1-3 years of IT Call Center/Help Desk experience, preferred
• Proficient in using ServiceNow and Microsoft Office products, preferred
• Knowledge of HTML, preferred
• Basic understanding of desktop technologies such as O365, Chrome, Okta and virtual technologies etc., preferred

Responsibilities

• Primary owner of the Service Center Knowledge Base repository
• Own team-unique processes for the Service Center; function as solution owner for Knowledge Base articles and announcements
• Collaborate with trainers to develop and update training for frontline analysts
• Communicate changes in support, documentation and knowledge to frontline analysts
• Partner with Level 2 analysts and supervisors for feedback on Knowledge Article creation
• Create specialized reporting to determine when Knowledge Articles can be retired
• Create periodic reports on applications, Calls & Incidents and Knowledge Base usage
• Provide Run Support, including Publish Changes / Maintenance Outages / New Integrations
• Work on Operational Excellence projects or committees to improve efficiencies (LRTS/A3, CoP, etc.)
• Attend ad-hoc meetings with Tier 2 teams to address ongoing & future support, knowledge updates, etc.
• Work with project leads and attend 'build' project meetings, as needed
• Work to automate processes and drive efficiencies
• Use analytics to determine best practices and courses of action for analysts

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Merchant Wholesalers, Nondurable Goods
• Education Level: Bachelor's degree