Senior Engineer, IT Client Services

Cardinal Health

About The Position

IT Client Services contributes to Cardinal Health's Information Technology by overseeing 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. IT Client Services provides Tier 1-3 virtual and physical support to the organization's end users for software, hardware, conference room technology and meeting support, warehouse technology, server, network, and enterprise systems issues. Frequently responding to escalated issues from the IT Service Center family, this job family resolves user requests through discussions with users and coordination with internal and external resources, and provides education and trainings to users to facilitate knowledge transfer and prevent problem reoccurrence. IT Client Services also maintains ownership for certain end user productivity platforms and capabilities, such as virtual environments and collaboration toolsets, and addresses service outages. This job family acquires, installs and upgrades PC components and software, while also performing asset management for software and hardware. IT Client Systems Management is responsible for end user compute engineering, virtualization, and real-time communications.

Requirements

Bachelor's degree in related field, or equivalent work experience, preferred
8+ years of experience in related field, preferred
Applicable technical certifications, preferred
Experience with ConfigMgr – Understanding fundamentals of software deployments, packaging efforts, configuration and modification of policies, preferred
Experience with AutoPilot: Understanding of deployment methodologies and improvements, preferred
Extensive scripting experience required: Powershell and associated coding languages, with a focus on development of Client based scripting (IE, not end user facing/front ends), preferred
Prioritize and manage several open issues at one time, tackling both urgent technical issues and longer-term project deliverables, preferred
Ability to have a long term vision of workstation engineering and collaboration, preferred
Experience in building a robust knowledge base, authoring content, maintaining existing content and promoting the use of self-service to employees and ancillary teams, preferred
Ability to be able to travel to domestic and international sites, preferred (typical travel is less than 5%)
Capability to work in a 24x7 environment; this includes nights and weekends with on-call & afterhours work, required

Responsibilities

Champion Cardinal Health Client Engineering and Modern Workplaces
Demonstrates advanced knowledge of automation and scripting methodologies within area of technology concentration
Designs, implements, and coordinates Cardinal Health M&A processes
Scope out and design future state of Client Engineering space
Work closely with leadership and technical leads on implementing new solutions in Client Engineering
Demonstrates knowledge of business processes, systems engineering, operations research, and engineering aspects
Demonstrates knowledge of technology concentration implemented within a large-scale enterprise environment
Analyze system operating efficiencies, capacity and recommends measures to improve performance and cost effectiveness
Lead onboarding of new technologies; lead RFPs and POCs of technical solutions in Client Engineering space.
Focus on Solution Development for Client Engineering space; seek out issues and work with adjoining technical teams on solutions.
Lead stakeholder calls with supporting teams (Service Center, Tier 2, Networking, etc)
Lead merger and acquisition activities
Lead escalation activities and drives case resolution and process improvement
Work with Tier 1 and Tier 2 support to deliver solutions to technical issues
Design strategies to improve application availability, performance, and overall system health
Diagnose and resolve complex application issues
Perform root cause analysis and implement long term fixes for reoccurring issues; do not just fix the issue
Design strategies to improve end user experience through technical means, working with Tier 1 and Tier 2 to outline issues
Applies expert knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects
Contribute to the development of policies and procedures
Provide third level escalation support to technical support teams
Applies advanced knowledge and understanding of concepts, principles, and technical capabilities to manage a wide variety of projects
Participates in the development of policies and procedures to achieve specific goals
Recommends new practices, processes, metrics, or models
Works on or may lead complex projects of large scope
Projects may have significant and long-term impact
Provides solutions which may set precedent
Independently determines method for completion of new projects
Receives guidance on overall project objectives
Acts as a mentor to less experienced colleagues